Support

To submit a Support ticket, visit Submit a ticket at https://support.mx.com.

Visit the How-To article for more information. Please also visit the Best Practices Guide to learn key steps for decreasing troubleshooting time.

TechOps Overview

Technical Operations (TechOps) encompasses the MX support team, Product Support Engineers, Integration Engineers, and our Continuous Delivery and Operations team.

Expectations

The MX TechOps team has years of experience handling complicated technical questions and unique user scenarios.

Submit requests via the MX Support Portal. End-users (if applicable) will be able to reach the team by submitting in-app requests.

If you have an issue with platform availability in the production environment, please refer to the MX Status Page and/or use the critical support line. You can get the critical support number from your account representative. Both are available 24/7/365.

Hours of Operation

• Monday-Friday 9am to 5 pm MT
• Closed during most U.S Federal Holidays
• If applicable, a critical support line is available 24 hours a day and 7 days a week

Success Metrics

These are the metrics that we use to measure ourselves.

First Reply Time

The average time from ticket creation to the first MX response.

Ticket Age

The average age of all open tickets.

Resolution Time

The average time from ticket creation to ticket resolution.

Satisfaction Scoring (CSAT)

48 hours after one of our team members resolves your ticket, you will receive a survey about your experience. The number of satisfied (good) responses divided by the number of unsatisfied (bad) responses determines our customer satisfaction score.

Types of MX Support

Supporting Your Customers

We offer two solutions for customer support.

MX-provided Technical Support

End users communicate directly with MX team members by submitting their tickets directly from inside the MX experience. The Support team will respond via email until they resolve the issue.

Client-provided Support

End users communicate with you, then you communicate with MX team members. We will disable the in-app support option and you will handle all front-end communications with your end users. If you get stuck, the MX support team is always here to help via the MX Support Portal.

Ticket Statuses

Once you create and submit a ticket, you will receive an automated email to confirm we received it.

A team member will provide an initial response within about 24 business hours. That team member will provide regular updates until your issue has been resolved.

Your ticket will change statuses throughout the life cycle of the ticket, which are outlined below.

Status	Description
New	The ticket was created and an automatic response sent outlining the ticket content.
Open	The issue is assigned to a team member who is actively working to resolve it. First response time is based on moving from "new” to "open" status.
Pending	The assigned team member needs more information from the user. Requests in "pending" will notify the user via email that the ticket will auto-solve after 7 business days with no response.
On-hold	The issue is awaiting resolution from an internal engineer or a third party. The assigned MX team member will notify the user with any updates.
Solved	The issue has been solved by the team member. The ticket can be reopened within 5 business days by replying to any of the emails or within Zendesk.
Closed	The ticket is complete. Responding to the email will create a follow-up ticket and reference the original ticket number if the issue isn't resolved.

Escalating Your Ticket

If you need additional support, you can contact the MX support escalation team by selecting the “Request Ticket Escalation” section of the main submission page in Zendesk. Your ticket priority determines how to best escalate your issue.

Ticket priorities are defined as follows:

• P1 (URGENT): Complete system down on the MX side
  • Please use the Critical Support Line to escalate P1 issues.
• P2 (HIGH): Complete outage for a single institution, larger-scale issue, a request from a VIP, an outage, the platform is down, or an issue that's impacting multiple users.
  • No response or progress after a business day
• P3 (NORMAL): Standard support request
  • No response or progress after 3 business days

You may also contact your account representative and they will follow the appropriate steps to advocate and escalate for you internally.

Live Chat

Best Practices

Chat support provides real-time help for quick support while you are helping a customer. You can expect a response from one of our chat professionals in about a minute. Our chat services are available to you Monday-Friday from 8 AM-4 PM MT.

You can find the “Chat” conversation box in the lower right-hand corner of a Zendesk page. Selecting it will start a conversation.

These are some issues can be resolved through a live chat session:

• General errors preventing users from connecting to an institution
• Missing/duplicate transactions
• Accounts not updating
• Missing account information
• Removing accounts from a profile
• Hiding/unhiding and closing/reopening accounts in the widgets
• Duplicate accounts
• Adding accounts
• Removing pending transactions
• Widget inquiries/budget balances
• Transaction category changes
• Alert and notification questions

These issues can't be resolved through chat:

• Transaction description issues (missing or incorrect data cleansing)
• Accessibility functionality
• Requests for feature enhancements
• Missing information from Avro files
• Errors preventing users from connecting to direct connections
• API inquiries
• Requests for missing institutions

Please submit a ticket for these requests.

How-To

Type your concern in the initial “Message” chat box and hit “Start chat.” If we can't resolve the issue during the chat session, we’ll continue to address it with you through a support ticket.

Maintenance and Downtime

Please refer to the MX Status Page for information on maintenance and downtime.

The expectations for status page updates are as follows:

1. The initial communication of an issue will be posted with an “INVESTIGATING” status label.
2. The incident is "IDENTIFIED" when MX has identified the issue.
3. The incident status is “MITIGATED” when the errors have stopped and traffic has normalized. We will continue to check for the next hour to ensure the problem doesn't return.
4. The incident status is “RESOLVED” if the issue doesn't recur.
5. Post resolution, MX will conduct a root cause analysis. If applicable, we will send out the full details of the incident in a formal RCA (root cause analysis).

MX will occasionally need to perform maintenance. We try to reduce customer impact by performing these updates during low-traffic hours. We will send you an initial notification of upcoming maintenance at least 30 days in advance.

This notification will include:

• Maintenance type
• Date and time(s) of the maintenance window
• Impacted environment(s) (INT or PROD)
• Impacted product(s)

We will list the event and details surrounding the upcoming changes on status.mx.com. We will let you know if any action is necessary from your end.

Following the initial notification, we will send you reminders throughout the month, up to a few hours before the maintenance event starts.

When the maintenance event starts, MX will post an update to the status page (status.mx.com). Notifications will go out to subscribers.

When the maintenance is complete, we will update the status page with any applicable information.

Unscheduled Downtime

If there is an unexpected downtime event or platform outage, MX will update the status page. We will send updates to those who have subscribed to them.

Scheduled Maintenance

This section provides details on any upcoming scheduled maintenance, including the date, time, and systems impacted.

Incident Identification and Communication

MX observability teams proactively identify platform-impacting issues and will promptly post to the MX status page if found. If your MX service(s) appear to be impacted, please visit the status page to confirm whether or not MX has already identified the issue. If we have, you can subscribe to receive automatic notifications.

Platform Availability and Status

The status page is also a valuable resource for any other information around platform availability, current statuses, planned maintenance, and the entire incident history.

Feedback

Our team is committed to providing outstanding service and support to our customers. We continuously strive to improve our processes and services to better meet your needs.

We welcome your feedback. Please feel free to share your thoughts with us so we can continue to enhance our support experience.

For more information, please contact your MX account representative.