DivDat’s Technical Support Call Center can be reached 24/7. DivDat’s technical representative responding to the call will attempt to rectify the problem while on the phone.
There will be a technical support phone number printed on each Kiosk for its Users. Any calls regarding User inquiries relating to an account balance or other account information will be forwarded by the technical support staff member to CCTO for further investigation.
Biller will be provided with a DivDat technical support phone number to transfer calls into Billers Customer Service from Users requiring technical support.
Business Support (including but not limited to reconciliation of any accounts) is available Monday – Friday, 9am to 5pm ET via email or the DivDat corporate business number 1-888-959-9580. This is a non-emergency and non-technical support option to assist with treasury or business needs. Emails received outside of office hours will be collected; however, responses to these emails will be returned the next business day.
Onsite field technician assistance for any hardware problems relating to a Kiosk is targeted to be 4 hours. Maintenance coverage is available 8:00 am to 8:00 pm (local). In the event the 4 hour response time falls outside of this time frame, the 4 hour response time will carry over to the next business day.
DivDat will use reasonable efforts to maintain at least 99.90% Kiosk operability (outside of scheduled and emergency maintenance periods) as measured on an annual basis. In the event there is an issue with the operability of any Kiosk, DivDat shall use reasonable efforts to restore customer services in a timely manner.