Metavante

Metavante Corporation

Metavante Support

Providing Support that Gives Our Clients an Advantage Over Their Competitors

Metavante Support Advantage provides:

A single point of contact
Access to knowledgeable representatives for increased first call resolution
Standardized and consistent processes for contact handling
Standardized objectives for client communication and status updates
Clear ownership of client issues

At Metavante, our client care is as exceptional as our products. Our Support Advantage process focuses on providing support that gives our clients an advantage over their competitors.

Single Point of Contact

It's easy to reach us. All of our support representatives are accessible through our toll-free, client support telephone number.

Whether you are calling with a new inquiry or checking the status of a previously reported issue, our call menu directs you to an appropriate support representative.

Knowledgeable Support Representatives

When you call Metavante for support, knowledgeable support representatives answer your call. Our support representatives will make every effort to answer your question or resolve your issue during your initial call. Some issues may require additional research. We will call you at specified intervals to report progress on your issue through its resolution.

Consistent Standards

Each time you call us for support, you will receive the same high-level of support excellence. Our support staff adheres to the following standards:

All support representatives are accessible from our toll-free, client support telephone number
Our application and product support representatives are generally available Monday through Friday, 7 a.m. to 7 p.m. (CT). Our technical support representatives are available 24 hours a day, seven days a week
Knowledgeable support representatives answer all calls. During business hours, you will not get voice mail or be directed to a receptionist and have to wait for a call back
We are committed to providing regular status updates on open issues
We provide the option to e-mail and fax lower-priority issues
We provide the option to open tickets for lower-priority issues through Ticket Access from our password-protected Web site (Extranet)

Scheduled Status Updates

We never want you to feel like you don't know what's going on with your inquiry or reported issue. As we work on your issue, we'll call you at regular intervals to share our progress on resolving it. We understand there may be times when you need information before your next scheduled status update. If so, you can call our Communication Contact Center (CCC) through the toll free, Client Support telephone number and a representative will provide an update.

The Latest Technology

We are continually looking at new technologies to further improve the accuracy, responsiveness, and consistency of our support service. Our support tracking system sets a company-wide standard for logging and tracking all support calls.

We've built a Knowledge Center, which provides an electronic database of product information at the fingertips of our support employees, which enables them to answer your questions with greater efficiency and consistency.

You have Web-based access to these technologies, which allows you to perform self-help support. Additionally, our communication tool, InfoSource, lets us communicate with you electronically and, as a result, reduce the amount of paper documentation we distribute.

Measuring Our Success

We pride ourselves on providing exceptional client care. To ensure we meet your expectations, we monitor a number of internal measures on a daily basis. We measure our support representatives' abilities to quickly respond to calls, and we track the percentage of calls that are resolved on first contact. We also monitor existing issues to ensure we're meeting the communication service-levels we've established with you. We also measure key components of our support delivery through our transactional survey, such as courtesy, responsiveness, timeliness, and resolution satisfaction.

Always Getting Better

The Metavante Support Advantage process was built on client input and feedback and we're committed to continually improving it. We host regular client focus groups to gather ongoing feedback about our client care.

You can provide comments or suggestions to: support.advantage@metavante.com or call 1-800-236-3282, Extension 4-9985.

Metavante Corporation

Metavante Corporation delivers banking and payments technologies to financial services firms and businesses worldwide. Metavante products and services drive account processing for deposit, loan and trust systems, image-based and conventional check processing, electronic funds transfer, consumer health care payments, and electronic presentment and payment. Metavante Corporation is headquartered in Milwaukee and is the principal subsidiary of Metavante Technologies, Inc., a holding company that began trading November 2, 2007, on the New York Stock Exchange (NYSE) under the ticker symbol "MV."