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Support Services

Available up to 24 hours a day, the Cashfac Support Service Desk is the single point of contact for query and incident management.

Incident management, problem management and query support is provided by a three-tier support structure and all Service Desk personnel are ITIL certified in customer focused Incident Managers. Certified first line Service Analysts provide immediate contact and where possible immediately resolve any issues. If escalation is required, incident or query tickets are logged and sent to second line support that is provided by product implementation experts who have in-depth knowledge and experience in Cashfac business and configuration rules. Further escalation is available to third line support staff that comes from technical solution experts who have vast knowledge of the application at code level.

The service desk can be contacted by telephone or email using the details provided by the client service or relationship team. Registered users can also access, track and update tickets via the Client Access Portal.

Contact us to learn how you could benefit from Cashfac’s expertise.