Support
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A dispute that needs escalation, a reconciliation question, terminal trouble, or a program change. Every submission is logged and worked to resolution.
Response Targets
What to expect, by priority.
| Priority | Target | When to use it |
|---|---|---|
| Urgent | 1 hour | A dispute response deadline is approaching and at risk. |
| High | 4 hours | Card payments are not processing, or portal access is blocked. |
| Standard | 1 business day | Reconciliation, reporting, billing, or program changes. |
| General | 2 business days | Questions, documentation requests, and everything else. |
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