Payflow Link^SM Standard Technical Support

VeriSign's Payflow Link merchants are provided with a web-based access to a knowledge base of common questions and responses, email support 24 hours per day, 7 days per week, and an initial 30 days of basic telephone support via a toll-free number during VeriSign extended business hours of 5:00 a.m. to 6:00 p.m., Monday through Friday, 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. Email Support and Web Support: VeriSign agrees to provide its Payflow Link Merchants email support, via e-mailing vps-support@verisign.com, 24 hours per day, seven days per week and Web-Based support at: http://www.verisign.com/support/index.html.
3. Support Response: VeriSign will use commercially reasonable efforts to respond to all support calls and emails as quickly as possible. VeriSign Payment Service's average response time for email is approximately 24 hours.
4. Resolution: VeriSign shall use commercially reasonable efforts to resolve service interruptions which are within the control of VeriSign Payments Services.
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 at Maintenance Schedule.
7. 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.