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Payment Orchestration
Support Services
We’ve got your back moving forward

FreedomPay provides a full suite of support services, with standard and premium service level options to meet your specific needs. Our Global Support Services teams always have one goal in mind – to provide a best in class customer experience so your business can take full advantage of FreedomPay’s suite of commerce offerings. 

Next level premium services

FreedomPay's Premium Services program is a comprehensive subscription service designed to elevate your business' service levels and operational efficiency. This program offers unparalleled global support built specifically for enterprise clients, and includes the following key features:

24/7/365 technical support with elevated response times
Industry leading global technical support with elevated response service levels for your business’ complex needs across payments, loyalty, stored value, device management, reporting, financial reconciliation, hardware, and more
Premium services support technicians
FreedomPay provides technical Subject Matter Experts (SMEs) trained specifically on your technology ecosystem and business needs, leading to a smooth customer support experience and an expedited path to issue resolution
Dedicated phone and email channels
Enjoy prioritized support queue access with dedicated phone and email options for streamlined communication, ensuring faster response and resolution times
5-day hypercare (post go live support)
Extended hypercare to take the stress out of deployments with managed support during and post installation, with a seamless transition from deployment to production environment
Client training and knowledge program
Onsite training sessions with client support teams and client specific Knowledge Base Articles (KBAs) developed and hosted by FreedomPay
Fast lane return merchandise authorization (RMA) service
Next business day device replacement with expedited shipping fees included for Premium Services clients
Digital product discounts
Premium Services clients will receive discounted pricing on digital products such as FreedomPay’s Business Intelligence Tool, Data Warehouse Feed, and DecisionPoint Network™
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Eliminate the gaps and guesswork - get up and out there fast

Need to stand up your integration in production under a tight deadline? Premium Integration Support helps integrators get across the finish line and stood up in production in less than 4 weeks on average.  Our Systems Integrations Analysts will support your team with recurring development support meetings and expedited response SLAs for integration questions, documentation reviews, test case reviews, and production handoffs.

With you every step of the way

FreedomPay’s Franchise Support Services team consists of onboarding and account management experts that specialize in supporting clients’ franchisee operators. Our dedicated team engages directly with your franchise operators to provide all FreedomPay account support needed, including but not limited to:

New customer registration and account setup
Support procedure training, hardware ordering and invoice questions
Merchant account updates and ownership change support
Stress free deployment that requires little or no work on your part

Need help in the field? We’ve got you covered! FreedomPay’s Professional Services team offers a variety of software and hardware services, serving a range of customers who prefer different types of services. From self service to “white glove,” you’re sure to find an approach and service mix that best fit your needs:

Onsite technician deployment services, software installation (both remote and onsite) and post deployment break fix services
Secure warehousing, distribution, and inventory management, as well as legacy device removal, return logistics and destruction/collection
Full project management from start to finish
Onboarding

FreedomPay offers an onboarding process built for scale and fit for your business to ensure seamless lab and production testing, credential release, and production go live. FreedomPay’s team of dedicated Deployment Success Managers and Onboarding Analysts ensure that your go-live will be a success in advance of your production installation.

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Expedite a repair with Spare in the Air

With our Spare in the Air program, there is no need to wait on long lead times for repairs. Broken device? FreedomPay will send you a replacement device via air shipping in just 2 business days (case creation to delivery onsite), so you will be back up and running in no time. Already have a spare device on hand? Our devices are plug-n-play hot swappable for simple installation and activation.

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Extended warranty program

FreedomPay offers a variety of extended warranty options, allowing extension of your standard warranty for up to 5 years. With premium warranty options that cover you for accidental damage, key injection, parts and labor, repairs, and more, we’ve got you covered.

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Bulk tokenization

FreedomPay offers a secure bulk tokenization application to securely collect and tokenize millions of credit card numbers held in mobile wallets, eCommerce systems and 3rd party token vaults, to enable a smooth transition for your customers and internal teams.

What can we help you do next?
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