Customer Care Support
The Customer Care Support team serves as the single point-of-contact for any questions, software related issues and requests.
- Available 7am – 7pm(CT) Monday – Friday
- 24/7 On-Call Support
- Contact Methods
Client Success and Implementation Project Managers
Mathew Lindley - Client Success Manager
The Client Success Manager has been assigned to our account. They will act as our point-of-contact for our TouchNet Account and partners with us to ensure we are getting the most from their products.
Carmalita Kelby - Partner Implementation Project Manager
The Partner Implementation Project Manager was assigned to the TouchNet Payment Client configuration. This project included POS Client, POS Controller, and Bluefin Encrypted Payment Terminal Devices (Igenico Move 5000 card readers). They also assisted with setting up Ellucian's Payment Gateway for card payments to be taken using Colleague Cash Receipt Entry (CREN).
TouchNet Maintenance and Monitoring
TouchNet Maintenance
- Performed monthly, except during peak periods
- Published schedule is available within the Client Community
- Contains routine upgrades with important system-level security and performance improvements for the continued successful operations of the TouchNet software applications
- Email reminders are sent prior to regularly scheduled maintenance
- Feature packs are typically delivered in February, June and October
TouchNet Monitoring
Monitoring services consist of several different layers to ensure the web applications and middle tier transaction servers are operating and able to process transactions at all times.
TouchNet monitors:
- Host connections to your Student Information System to ensure they are running
- Processor gateways
- Affected customers will be notified if there is an issue with a processor that would impact the ability to process credit and/or debit card payments