Digital Insight Support

 

Help Desk/Comp Ops,

Generally, support tickets for online banking will be opened and tracked by Mark. This information is being provided for your reference in the event of an urgent matter where we are not available.

Our customer number is 1556.

 

General Information

 

Service & Support Call Center Hours of Operation

Support for Internet Banking is open from 5:00 a.m. - 5:00 p.m. PST / 8:00am – 8:00pm ET.

 

After hours, critical issues are handled by our Application Operation Center (AOC). Non-critical issues reported after hours will be assigned an incident tracking number and reviewed by Service & Support on the next business day.

 

 

Contact Service & Support

There are many ways to reach Service & Support:

 

Phone:              877.462.3446

Online:              Visit MySupport inside of the Admin Platform under Home.

Email:               support@digitalinsight.com

                                    (Please note that transmission of sensitive data is not secure via email.)

                Chat:                      Via Admin Platform under My Support you can chat with a live analyst to report non critical issues.

 

Calling Service & Support

When you phone in there are four initial prompts offered by the voice response system:

 

Prompt   #	Prompt   Description	Why   You Would Select This
Press   1	Message   of the Day	Outage   updates /global issues
Press   2	Accounts   Receivable or Billing	Questions   about Digital Insight statements
Press   3	Marketing   Support	Growth   and Retention services marketing campaigns
Press   4	Customer   Care	Internet   Banking related issues/questions

 

To reach Service & Support, choose Prompt #4, and then:

 

• To Report a New Issue > Press Prompt #1

This option requires your 4-digit client number (CN#) to route the call to the correct support team.  You may also be prompted for additional information in order to route your call to the appropriate support team. (Products such as Billpay, Funds Transfer/Account Aggregation have additional prompt options to reach specialists.)

 

• To Review an issue with an Assigned Incident Number > Press Prompt #2

This option allows you to enter your current incident number and will route the call to the support analyst managing your incident.

 

Prompt   #	Prompt   Description	Why   You Would Select This
Press   1	Payments	x
Press   2	IB/MOBILE/USP	x
Press   3	TTOB/WEB/PR	x
Press   4	Specialty	x

 

Opening Support Requests

                        Customer Support makes a determination on the level of severity of each reported client issue. Guidelines are provided to each staff member to help in the selection of the correct severity. Other criteria that are factored into the decision include assessment on impact to the client’s business and impact to the end users.

 

Questions to ask your End User prior to calling Service & Support: 

 

It is important for Customer Support to determine if your issue is impacting one user, multiple users or all your online users. Providing the following information will help us expedite resolving your issue:

 

1. When did the issue actually occur (Date and Time)?
2. Has the problem been reported by more than one user?
3. Has the function in question ever worked? When did it      stop working?
4. How often does the function fail?
5. Are you able to reproduce the error? Please provide the      exact steps to reproduce. If not, is there access to a test account for us      to reproduce the error.
6. What type browser is being used (exp. Internet      Explorer 8.0/Google Chrome/etc…)?
7. What type of system is used (XP, Vista etc.)?
8. Was the Financial Institution able to recreate the      issue? If so please provide the steps to recreate.
9. Did the end user clear their Cache and Cookies and try      again?
10. Any other pertinent information, such as a screen shot,      or full description of all steps taken that resulted in the error. (This      should include the exact URL, pages and links that were selected by the      person receiving the error)

 

 

Viewing and Opening Support Tickets Online in MySupport

 

You can track and report issues through MySupport, Intuit’s secure, online self-Support tool:  Please log into Admin Platfrom under Home select MySupport. 

 

You must be an authorized contact at your financial institution and must register online to use MySupport. In order for Customer Care to ensure that we are speaking with a Financial Institution employee all that call or contact us must be added to “my company contacts” inside of MySupport.

 

MySupport allows you to manage your financial institution’s contact records, log and track incidents, and access several reports. MySupport is a secure way to pass sensitive information to the Service & Support team.  Email is an unsecured channel and should not be used to submit sensitive data.

 

We highly recommend you utilize MySupport, however in the event you are reporting an issue that needs immediate attention, i.e. your customer base is unable to access Internet Banking or other issues that are negatively affecting all of your end users please contact the Service & Support department directly at 877-462-3446.

 

Please help us keep our records current.

Be sure to keep your contact records, including email notifications, current by updating this information in MySupport.

 

 

Resources in Admin Platform & MySupport

 

Information on products, troubleshooting information, support forms and much more can be found inside of the Admin Platform under Training.

 

There is a Knowledge Base inside of MySupport where you can search for articles that are written and published by our support analysts. You can find information on Bill Payment, Online Statements, Internet Banking and many more products.

 

Support Teams

 

Our customer care analysts pride themselves on providing the highest level of support to our client base; however, there may be instances where it is appropriate for you to escalate an issue to the next level. In those instances your escalation contacts are listed below.

 

Internet Banking   & Escalation List:
Customer   Support Phone:	877-462-3446, Option 4  FAX 818-597-6686
Customer   Support Incident Tracking System   (MySupport)	MySupport (inside of Admin   Platform) Chat is also available.
Customer   Support Email:	Support@digitalinsight.com
Team Manager,   Payments       Team Manager,   Internet Banking       Team Manager,   Internet Banking	Jassamy Bonilla 818-597-6516   Maggie   DeLaSelva 818-597-6421   Alex   Kalkanis 818-584-0995
Critical   Escalation Manager:	Kris Decastro 480-491-3439
Manager,   Customer Support:	Pamela   Brundell 818-597-6512
Director,   Service & Training:	Lisa   Spencer  925-954-8422
Account Management   Contacts
Relationship   Manager	Chris Moore 801-821-9056