MerchantLink Technical Support Case Guidelines

Modified on: Wed, 30 Oct, 2019 at 11:27 AM

Applies to:          Rover PMS             Rover Overlay


MerchantLink Technical Support Case Guidelines

 

Any issues related to the successful function of the credit card process, to include account-related issues, missing funds, refunds, failure to authorize cards or settle batches successfully, and post-installation technical issues, will be evaluated by the Technical Support Department. This department will coordinate with other support departments, including the MerchantLink Network Operations Center (NOC), in the effort to ensure successful transaction processing.

                                                                                                                                                                              

All technical support-related issues that require immediate assistance should be reported to our Technical Support Department at (301) 562-5001. For non-urgent issues, you may submit a ticket online at https://support.merchantlinkapps.com. Our contact center is staffed 24/7 and serves as the first point of contact for all technical issues and after hours Service Delivery-related issues. The Technical Support Department will facilitate communications between various personnel and managers within MerchantLink to resolve any support-related issues.


Level

Escalation

Role

Desk

Email/Incident Submission via Web

1

Tier I, II , III

Support Desk

(301) 562-5001

https://support.merchantlinkapps.com/

2

Kendall Pittman

Tony McWilliams

Michael Young

Shift Supervisors

(301) 562-5001

VIPSupport@merchantlink.com

3

Daniel Rivera

Technical Support Manager

(W) (480) 994-7612

(C ) (602) 736-9049

Daniel.Rivera@merchantlink.com

4

Denise Williams

Director of Service Delivery

(W)(301) 562-5069

(C) (240) 475-1993

Denise.williams@merchantlink.com


All technical support-related escalations should be reported to our Technical Support Department at (301) 562-5001. You can also open a web ticket by visiting www.merchantlink.com. Scroll to the bottom of the page and select “Open a Support Ticket.” After you complete the information, you will immediately receive an email with the case number associated with your incident. This center is staffed 24/7 and is the first point of contact for all technical issues and all after hour Service Delivery-related issues. The Technical Support Department will facilitate communications between various personnel and managers within MerchantLink to resolve any related issues.        

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