Payflow^SM Services Enhanced Technical Support

VeriSign's Payflow Services merchants, who sign up for Enhanced Technical Support, are provided with 2 hours of integration support, web-based access to a knowledge base of common questions and responses, email support 24 hours per day, 7 days per week (except VeriSign holidays), and basic telephone support via a toll-free number during VeriSign extended business hours of 5:00 a.m. to 6:00 p.m., Pacific Standard Time (except VeriSign holidays).

1. First 30 days of registering for a Payflow account. VeriSign agrees that within the first 30 days of a merchant signing up for a Payflow account, to provide basic support via a toll free telephone number, between 5:00 a.m. to 6:00 p.m., Monday through Friday, Pacific Standard Time (except VeriSign holidays).
2. Telephone, Web-Based and Email Support. VeriSign agrees to provide its Payflow Merchants email support, via e-mailing vps-support@verisign.com, 24 hours per day, seven days per week (except VeriSign holidays); Web-Based support at http://www.verisign.com/support/index.html; and basic telephone support (via a toll-free telephone number) during VeriSign extended business hours of 5:00 a.m. to 6:00 p.m., Pacific Standard Time (except VeriSign holidays). VeriSign shall provide enhanced support Merchants with an enhanced Support ID Number that Enhanced Support Merchants shall use in order to obtain the enhanced support.
3. Integration Support. VeriSign agrees to provide in total, 2 hours of integration support. Integration Support is defined as technical guidance and support given to the Merchant on troubleshooting the installation and integration of VeriSign's Payflow Link and Payflow Pro Payment Gateway with Merchant's web site to the point where a successful test transaction is completed. The Technical Support team will help the merchant with the intergration of the Payflow Service with the Operating Systems, web servers and shopping carts that are listed within the download section of VeriSign Manager. This does not include troubleshooting operting systems, servers, or third party applications.
4. Support Response: VeriSign will use commercially reasonable efforts to respond to all support calls and emails as quickly as possible.
5. Resolution: VeriSign shall use commercially reasonable efforts to resolve the reported incidents, including Payment Services interruptions within the control of VeriSign, as quickly as possible.
6. Reports: At no additional cost, VeriSign will make Payflow's standard reports and information regarding transaction activity within certain parameters available for access by VeriSign Merchants via a specially designated web site ("Manager"). VeriSign will restrict access to Manager through the use of an authentication mechanism. Merchants are responsible to maintain the privacy of their login codes and passwords used for identification and authentication.
7. Scheduled Maintenance Notification: VeriSign plans several scheduled maintenance windows each year, whenever possible on early Sunday mornings (e.g., 12 a.m. - 4 a.m. Pacific Time) in order to maintain and increase the availability and performance of Payment Services. Upcoming maintenance windows are available at Maintenance Schedule.
8. Unscheduled Service Outage Notification: In the event of unscheduled VeriSign Outages, VeriSign will notify Merchant, via email to the email address for the Primary Contact set forth below. VeriSign will make commercially reasonable efforts to provide this notification within its goal of 30 minutes of when VeriSign discovers an unscheduled service outage. Such notice shall include an estimated time of Services restoration, if VeriSign can reasonably make such determination. Once the outage is resolved and Services are restored, VeriSign will provide a follow-up notice via email to Merchant as soon as reasonably possible, with a goal of no longer than twenty-four (24) hours explaining the reason for the outage, the duration of the outage, and the corrective action taken by VeriSign, if appropriate.
9. Primary Merchant Contact: In order to obtain the support set forth above, the Merchant shall designate and provide to VeriSign, a representative ("Primary Contact"), along with a contact phone number and email address, who shall act as the Merchant's support liaison. The Primary Contact is the contact provided most recently as a Primary Contact in Registration, VeriSign Manager, or to VeriSign Business Services. If the Primary Contact is not available, the Merchant may designate alternate representatives until such time as the Primary Contact is again available provided it notifies VeriSign Business Services of the names, phone numbers, and email addresses of the alternate Primary Contacts. The Primary contact will be used to validate a merchant trying to talk with VeriSign's support team. In addition, the contact information will be used to send service updates as well as any necessary outage notifications. Merchant is responsible for providing VeriSign with the most current contact information for its Primary Contacts in order to obtain the VeriSign technical support.