Global E-Commerce Gateway
Technical Support Guide
March 2013
Version 1.0
Elavon’s Global
E-Commerce
Gateway
Elavon’s Global E-Commerce Gateway provides robust and secure online
payment processing with secure end-to-end connectivity.
Our Global E-Commerce Gateway allows you to configure the solution to
meet the unique needs of your business — and your customers — by
extending a choice of payment types, user rights, currencies, fraud monitoring
levels and integration options.
Elavon has partnered with DataCash, a leading ecommerce gateway provider,
to create our Global E-Commerce Gateway. DataCash is a subsidiary of
MasterCard International.
Copyright
Acknowledgement
Copyright © 2013 Elavon, Incorporated. All rights reserved. No part of this
publication may be reproduced or distributed without the prior consent of
Elavon, Inc., Two Concourse Parkway, Suite 800, Atlanta, GA 30328
Disclaimer
Elavon, Inc., provides this publication “as is” without warranty of any kind,
either expressed or implied. This publication could include technical
inaccuracies or typographical errors. Changes are periodically made to the
information herein; these changes will be incorporated in new editions of the
publication. Elavon, Inc., may make improvements and/or changes in the
product(s) and/or program(s) described in this publication at any time.
Developer Guides
Please visit www.elavon.com/devportal to download API developers guides
for the Global E-Commerce Gateway.
Data Security
Standards
The application is developed using the Payment Card Industry – Security
Standards Council (PCI-SSC) published standards for both a service provider
and payment application.
Copyright © 2013 Elavon, Incorporated. All rights reserved. No part of this publication may be reproduced or distributed without the
prior consent of Elavon, Inc., Two Concourse Parkway, Suite 800, Atlanta, GA 30328
Page 2
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Table of Contents
1.
Introduction: Global E-Commerce Gateway Support ............................................. 4
2.
Telephone and Email Support ................................................................................. 5
2.1
2.2
2.3
2.4
Support Process ....................................................................................................................... 5
Priority Levels ........................................................................................................................... 7
Response & Resolution Service Goals .................................................................................... 8
Quality Control .......................................................................................................................... 8
3.
Escalation................................................................................................................ 9
4.
Client "Quick Call" Sheet ....................................................................................... 10
Copyright © 2013 Elavon, Incorporated. All rights reserved. No part of this publication may be reproduced or distributed without
the prior consent of Elavon, Inc., Two Concourse Parkway, Suite 800, Atlanta, GA 30328
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V1/03/13
1. Introduction: Global E-Commerce Gateway Support
Thank you for choosing the Global E-Commerce Gateway as your solution for your e-commerce
needs. This document is intended to help you understand the initial process and requirements
in the event technical and/or procedural support is required for the Global E-Commerce
Gateway.
Please note: This document outlines general timeframes for support; it is in no way a binding
contract.
Copyright © 2013 Elavon, Incorporated. All rights reserved. No part of this publication may be reproduced or distributed without
the prior consent of Elavon, Inc., Two Concourse Parkway, Suite 800, Atlanta, GA 30328
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V1/03/13
2. Telephone and Email Support
2.1
Support Process
2.1.1 In the event you need support, please gather the following information prior calling
or emailing the Global E-Commerce Gateway support team. This information will
assist us in quickly resolving your request.
Information Needed:






Merchant Identification Number (MID)
VTid
Which instance you are submitting a transaction to; accreditation, test or
production
Contact Information:
 Contact First and Last name
 Contact Phone
 Alternative Contact Number, if applicable
 If more than one contact is applicable, please provide the
alternate’s contact information.
 If contact has specific hours when they are available, please
provide this as well.
Specific error message received, or a description of the problem, along
with the details of any troubleshooting that has already been performed.
For assistance with a specific transaction, please include the following:
 Card number or token number
 Transaction amount
 DataCash reference number
Copyright © 2013 Elavon, Incorporated. All rights reserved. No part of this publication may be reproduced or distributed without
the prior consent of Elavon, Inc., Two Concourse Parkway, Suite 800, Atlanta, GA 30328
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V1/03/13
2.1.2 Initiate a telephone call / e-mail to the Global E-Commerce Gateway Support team:
By Telephone:
Poland
801900028
Germany
0800-7234087
Norway
81000019
United Kingdom
0845 602 0401
North America
866-265-6225

Select the E-Commerce Option

Availability: 24x7x365

Priority Levels Handled: All
By E-Mail: GlobalECommGWSupport@elavon.com

Availability: 24x7x365

Priority Levels Handled: Levels 3 & 4
(Response/Resolution times are not applicable to Priority Level 1 & 2
incidents reported via e-mail.)
Copyright © 2013 Elavon, Incorporated. All rights reserved. No part of this publication may be reproduced or distributed without
the prior consent of Elavon, Inc., Two Concourse Parkway, Suite 800, Atlanta, GA 30328
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V1/03/13
2.2
Priority Levels
Priority Level
Description of Impact Examples
1
Services Unavailable
Critical
2
Major
Global E-Commerce Gateway – the inability to
process transactions
Fraud Services – no fraud screening response
Global E-Commerce Gateway – failure of a
specific payment type, or slow response times to
Failure or Degradation of transaction processing
Service
Fraud Services – fraud screening response is
received with slow response time
3
Procedural Assistance
Minor
Global E-Commerce Gateway – problem with one
or more components of a service that has no
immediate business impact and remains
operational through a temporary or automated
workaround
Fraud Services – queries relating to specific
transactions, rule hit queries, reporting queries
Global E-Commerce Gateway – questions
regarding coding or development efforts, API calls
4
General Inquiry
Low
Fraud Services – questions regarding User
Interface usage, password resets
Copyright © 2013 Elavon, Incorporated. All rights reserved. No part of this publication may be reproduced or distributed without
the prior consent of Elavon, Inc., Two Concourse Parkway, Suite 800, Atlanta, GA 30328
Page 7
V1/03/13
2.3
2.4
Response & Resolution Service Goals
Priority
Level
Response
Time
Client Notification
(Update)
Resolution Time Goal
1
Immediate
30 minute intervals
4 hours
2
2 hours
1 hour
24 hours
3
4 hours
24 hours
72 hours
4
24 hours
As Necessary
Upon assignment completion
Quality Control
All support requests are verified to be resolved to the client's satisfaction prior to being
considered closed. Please note that if the Global E-Commerce Gateway support team makes
an effort to confirm closure with the client over three consecutive calendar days with no
response, the issue is considered resolved.
Copyright © 2013 Elavon, Incorporated. All rights reserved. No part of this publication may be reproduced or distributed without
the prior consent of Elavon, Inc., Two Concourse Parkway, Suite 800, Atlanta, GA 30328
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V1/03/13
3. Escalation
Customer feedback is important to the Global E-Commerce support team as we continue to
improve our support process. In the event that a support request is not addressed in a
satisfactory manner, please ask to speak with the manager on duty. To escalate an existing
incident, please have the incident number available and utilize the contact list below:
Technical Support: Elavon Contacts
Name
Title
Telephone #
Email Address
Name
Technical
Support
Gateway support
team
866-265-6225
gatewaysupport@elavon.com
Gateway
Support
Mark Huggins
Support Manager
303-268-2487
mark.huggins@elavon.com
Mark Huggins
Tyrone
Velasquez
Director of Client
Services
303-268-2665
tyrone.velasquez@elavon.com
Tyrone
Velasquez
Copyright © 2013 Elavon, Incorporated. All rights reserved. No part of this publication may be reproduced or distributed without
the prior consent of Elavon, Inc., Two Concourse Parkway, Suite 800, Atlanta, GA 30328
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V1/03/13
4. Client "Quick Call" Sheet
The information below can be completed for personnel use when calling the Global ECommerce Gateway support team. Complete the information below and display it in ʺemployee
onlyʺ areas where your team members work with the Global E-Commerce Gateway:
Required Information to have available when calling the Global E-Commerce Gateway
Support Team:
1. Merchant Account Number (MID):
2. Merchant Name:
______
3. Main Phone:
__________________________
4. VTid:
5. Contact (to include):

Contact First and Last name:

Contact Phone:
______

Contact Email Address:
______

If more than one contact is applicable, please provide the alternate’s contact
information

If site contact has specific hours when they are available, please also provide this
6. Card Number: ___________________________________________________________
7. Transaction Amount: _____________________________________________________
8. DataCash Reference Number: ______________________________________________
9. Specific error message received, or a description of the problem, along with the details of
any troubleshooting that has already been performed.
Elavon Contacts
Country
Telephone #
Email Address
Poland
801900028
GlobalECommGWSupport@elavon.com
Germany
0800-7234087
GlobalECommGWSupport@elavon.com
Norway
81000019
GlobalECommGWSupport@elavon.com
United Kingdom
0845 602 0401
GlobalECommGWSupport@elavon.com
North America
866-265-6225
GlobalECommGWSupport@elavon.com
Copyright © 2013 Elavon, Incorporated. All rights reserved. No part of this publication may be reproduced or distributed without
the prior consent of Elavon, Inc., Two Concourse Parkway, Suite 800, Atlanta, GA 30328
Page 10
V1/03/13