Payflow^SM Services Premium Technical Support

VeriSign's Payflow merchants, who sign up for Premium Technical Support, are provided with 4 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, and basic telephone support via a toll-free number 24 hours a day, 7 days a week.

1. Telephone, Email and Web-Based Support: VeriSign agrees to provide its Premium Support Merchants web-based support at http://www.verisign.com/support/index.html; email support via vps-support@verisign.com, 24 hours per day; and basic telephone support (via a toll-free telephone number) 24 hours per day, seven days per week. Premium Support Merchants will receive priority over Merchants without Premium Support in the Merchant support telephone queue. VeriSign shall provide premium support Merchants with a Premium Support ID Number that Premium Support Merchants shall use in order to obtain the premium support. VeriSign will make commercially reasonable efforts to answer calls within its goal of 2 minutes.
2. Integration Support. VeriSign agrees to provide in total, 4 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 integration 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 operating systems, servers, or third party applications.
3. Initial Status Update and Incident Escalation: VeriSign will use commercially reasonable efforts to respond to all support calls as quickly as possible, and to provide an initial status update according to the following severity levels, established by VeriSign and communicated to the merchant during the initial call, for each incident that is not resolved during the initial call:
   • "Severity 1" shall be a critical function, such as credit card authorizations or sales, that cannot be performed in the production "live" environment, and that is significantly affecting the merchant's ability to accept transactions from multiple customers. Severity 1 shall also apply when evidence suggests a merchant's account has been or is, in VeriSign's reasonable opinion, likely to be accessed by an unauthorized party. Notified within 60 minutes or as agreed.
   • "Severity 2" shall be an important, but not critical, function that cannot be performed in the production "live" environment. This would include delivery of the daily processing reports through VeriSign's Manager service, or performing settlement through the processor. Notified within 24 business hours or as agreed.
   • "Severity 3" shall be a non-critical function that does not meet criteria for Severity 1 or 2. Severity Notification "Severity 1" Notified within 60 minutes or as agreed. "Severity 2" Notified within 24 business hours or as agreed. "Severity 3" Notified within 4 business days or as agreed. Notified within 4 business days or as agreed.
4. Resolution: VeriSign shall use commercially reasonable efforts to resolve the reported incidents, including Payment Services interruptions within the control of VeriSign, as quickly as practicable.
5. 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.
6. Scheduled Maintenance Notification: VeriSign plans several scheduled maintenance windows each year, usually 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 by clicking on Maintenance Schedule. VeriSign shall in addition make commercially reasonable efforts to provide Merchant with at least forty-eight (48) hours prior notice via email to Merchant's Primary Contact at the email address provided by Merchant to VeriSign.
7. 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. Such notice shall include an estimated time of Services restoration, if VeriSign can reasonably make such determination. Once the VeriSign Outage is resolved and Services are restored, VeriSign will provide a follow-up notice via email to Merchant as soon as reasonably possible but in no event 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.
8. 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.