Client Support


Your success is our success.  So we provide you with multiple levels of support.

Every aspect of service you may need – we provide.  Tactical, Operational & Strategic


Our goal is to make your business successful.  So we developed an organizational structure built around serving all of our clients needs, from the start of the implementation project through to program optimization and long term growth.

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Implementation

We get you up & running quickly with dedicated implementation support.

From the moment you become an i2c client, you have access to dedicated resources that support your programs and business vision. i2c’s Client Implementation Group is with you every step of the way until your program goes live. The project manager assigned to your implementation will gather your business requirements and assist you in configuring the i2c platform to best meet them. They will also coordinate training and platform documentation for your staff and will handle any future enhancements you may decide to make.

Watch Video: i2c Implementation Overview


Technical Support

Our technical teams are there for you around the clock.

In the event you encounter something not working quite as you expect – or maybe it’s 2am and you just have a question – our team of trained 24x7x365 technical support analysts stand ready to assist you. We provide both online and phone-based assistance, rapid response times and work diligently to resolve your issues.


Service Delivery

By design and process, i2c is engineered for maximum uptime. 99.99% to be exact.

We understand how critical it is to be there for your customers – wherever and whenever they need you. And we know that by helping you stay fresh and innovative, good things will come to both of us. For this reason, we hold our product and production environment to the highest standards.

Our products are engineered to be modular, flexible and adaptable to diverse operating environments. New features are added or enhanced through monthly release cycles after thorough review by our internal Design Review Board and QA department. Our deep engineering organization and commitment to continual innovation keeps our products at the forefront of payments technology.

As a Software as a Service (SaaS) provider, i2c understands that platform availability is a big deal. We have designed our environment to be scalable and redundant, and have implemented a variety of technologies to keep our systems running smoothly. But we don’t just rely on technology. Our large IT Ops department works around the clock – testing, capacity planning, monitoring – to provide the human support essential to delivering superior service. All of this translates into 99.99% uptime for our clients.

As a processor and system of record for financial transactions, security is of the utmost importance to us. It is job #1 at i2c and has been from beginning. There are multiple levels of security and safeguards throughout our operations – in our products, data centers, offices and departments – that combine to ensure the safety of sensitive data. We have never suffered from a security breach and have teams working 24x7x365 to make sure we never do.

i2c is compliant with Payment Card Industry Data Security Standards (PCI DSS) and has underwent a Type II audit for Statement on Standards for Attestation Engagements No. 16 (SSAE 16, formerly SAS 70). We are also certified with Visa, Visa Europe, MasterCard and Discover for card processing.

 

Account Management

Our goal is to build a relationship with you, not just offer tech support.

Tech support is great – a necessity indeed – but we believe our clients receive even better support when they have a specific point person to contact on a day-to-day basis. This is why every i2c client also has an Account Manager. Whether you have a question about i2c platform capabilities or need help configuring the platform to meet your business needs, your i2c Account Manager is there to help. We believe the relationships our clients form with their Account Managers help uncover efficiencies and new ways of thinking.


Business Advisory

We partner with you to grow your business.

A unique aspect of i2c’s support services is the consultative and strategic level of support provided through our Business Advisory Group. All i2c clients are assigned a Business Adviser whose job is to understand your business and the market. They use this insight to consult with you on strategies that will make you more successful.