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.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
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
- 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
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:- The initial communication of an issue will be posted with an “INVESTIGATING” status label.
- The incident is “IDENTIFIED” when MX has identified the issue.
- 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.
- The incident status is “RESOLVED” if the issue doesn’t recur.
- 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).
- Maintenance type
- Date and time(s) of the maintenance window
- Impacted environment(s) (INT or PROD)
- Impacted product(s)