This Bypass Product Support Guidelines (“Guidelines”) applies to any agreement between you (“Client,” “you,” or “your”) and First Data Merchant Services LLC (“Bypass,” “we,” “us,” or “our”) for the purchase and sale of Bypass Product(s) (the “Agreement”). The support services provided by Bypass under these Guidelines are referred to as “Product Support”.
Bypass Help Center. Self-Service help is available 24 x 7 through Bypass’ Help Center, which is accessible via web at https://support.bypassmobile.com or such URLs as Bypass may provide.
Product Support Normal Hours. Product Support is available Monday through Sunday from 9am to 12am Central Time via:
Product Support After-Hours. After-hours Product Support for Critical Incidents is available Monday through Sunday from 12am to 9am Central Time via:
After-Hours Critical Incidents. Calling Product Support after hours will page our on-call team when you leave a voicemail. If your request is deemed critical as defined in the Product Support Request Priority section below, you should receive a call back within 5 minutes. All non-critical requests will be addressed within the normal phone and email hours listed above.
Product Support Request Submission
General. The Client and its end users may submit requests via the channels listed in our “Contact Us” page.
Client & End-User Efforts to Fix Local Errors. Prior to submitting a request to Bypass, the Client and its end users should use reasonable efforts to fix any localized hardware errors, malfunctions, or network connectivity problems without escalation to Bypass. Examples include but are not limited to: cables not being properly plugged in, printers malfunctioning, wi-fi and ethernet connectivity issues, power cycling, etc. Thereafter, the Client and its end users may submit a written or phone request for Product Support through the channels listed above.
Tracking Requests. An “Incident” (commonly referred to as a ticket) will be created for all service requests, and the Bypass Product Support system will assign a unique Incident number for each occurrence. Users can view a history of their submitted requests by visiting https://support.bypassmobile.com > Sign In > My Requests.
Request Resolution Assistance. When making a request, the Client and/or end users shall provide requested diagnostic information including but not limited to: (i) describing the request, their configuration, and the Client’s network; (ii) providing relevant data; and (iii) regularly communicating via the Incident or telephone to assist Product Support personnel as needed.
Request Acknowledgement. Although the Bypass Product Support team strives to resolve most Incidents on first contact, they may respond by simply acknowledging receipt of the request. The Client acknowledges and understands that Bypass Product Support may be unable to resolve or provide answers to all requests.
Product Support Request Categorization
Categorization of Requests. Upon receipt of a request from the Client or its end users and creation of an Incident, Product Support personnel will determine whether the request is a “Standard Request”, a “Hardware RMA”, a “Bug”, or a “Feature Request”, as defined in the Glossary of Terms below. Any such categorization is owned exclusively by Bypass and binding on the Client and its end users. Bypass reserves the right to change request categorization and priority designation when/if newly surfaced data calls for it. Any such change will be communicated to the Client or end user via the Incident.
About Feature Requests. Product Support personnel will notify the Client or end user(s) via the Incident when their Request has been categorized as a Feature Request. Bypass is under no obligation to resolve or respond to any Feature Requests and will consider the matter closed when categorization is communicated. Bypass is also under no obligation to include any such Feature Requests in any future software update or release.
Priority Designation for Bugs. Product Support personnel will notify the Client or end user(s) via the Incident when their request has been categorized as a Bug. Although we strive to deliver permanent fixes for all Bugs, Bypass reserves the right to determine when or if a fix will be made available for each Bug. All requests categorized as Bugs will receive a Priority designation, as defined in the Product Support Request Priority section below. Any such priority designation is owned exclusively by Bypass and binding on the Client and its end users. Bypass reserves the right to change request priority when/if newly surfaced data calls for it. Any such change will be communicated to the Client or end user via the Incident.
Product Support Request Priority
Priority Table. Priority levels for software bugs are ultimately determined by Product Support personnel and are classified as:
P0 – Critical
P1 – High
P2 – Medium
P3 – Low
P4 – Feature Request
To determine whether an issue is of Critical priority, we identify how the business-critical operations are being impacted at the time of the incident (software-related only). Bypass business critical operations are as follows:
- Uptime – are our systems up and available?
- Placing Orders – can customers place orders?
- Taking Payments – can the Client’s end users accept payments?
- Fulfilling Orders – can the Client’s end users fulfill orders?
- Printing Receipts – are receipts being generated and printing?
- Reporting – are Bypass reports available and running?
If an incident is classified as Critical, Bypass will work without interruption until a resolution is achieved, provided the Client is also available to work during those hours. If any issues are a result of the Client’s environment, responsible third parties must be notified by the Client to provide resolution.
Bug Resolution Process
In some cases, our Product Support personnel may determine that the issue you are experiencing is due to a Bug in our software. Any incident that fits this criterion will be categorized as a “Bug” and follow our current Bug escalation process to determine when/if a permanent fix will be made available. Typical in software development environments, next steps include:
- Escalation – our Product Support personnel will escalate the Bug to our Development teams
- Prioritization – Product & Engineering leaders will determine when or if a permanent fix can/needs to be implemented
- Development – Implementation of a fix for a future software update
- Release – The permanent fix is made available via a software update
Bypass is under no obligation to provide daily or regular updates on Bugs escalated to our development teams.
Guidelines General Requirements
Changes to Guidelines. Bypass may modify these Guidelines from time to time, but any such modifications will not materially change the nature of, or materially diminish the features or functionality of, the Bypass Products provided to the Client under the Agreement. Bypass will publish the most current version of the Guidelines at https://support.bypassmobile.com.
Bypass Support Center Maintenance. Bypass may perform periodic phone/Incident systems maintenance to ensure optimal performance for our Product Support personnel, but Maintenance will have limited or no negative impact on the availability of Product Support in most cases. Should emergency, unplanned Maintenance be required, Bypass will post an alert on our status page at https://status.bypassmobile.com.
Term of Product Support. Bypass will provide Product Support as described in these Guidelines only during the term of the Agreement. Expiration or termination of such Agreements will result in end of Product Support.
Exclusions. Bypass has no obligation under these Guidelines to provide Product Support for (1) hardware and/or software products not provided by Bypass; (2) Client’s use of a Bypass Product or for any defect in the Bypass Product caused by: (a) the improper use, alteration, or damage of the Bypass Product by Client or any third party (other than by Bypass), (b) modifications to the Bypass Product other than by Bypass, or (c) third party hardware or software; or (3) third party integrations not certified by Bypass.
Glossary of Terms
Bug means requests related to software defects or unexpected behavior, where the software is unusable as intended or designed.
Bypass Products means the Hardware, the Software, or any combination of Hardware and Software.
Feature Request means a request for functionality that is not part of our current software and hardware offerings.
Hardware means hardware provided by Bypass. For clarity, Software may be included with or embedded in Hardware (but is not included within the scope of Hardware).
Hardware RMA means requests related to Hardware that is defective and/or needs replacement.
Incident means any request received via web, email, or telephone creates an Incident in our system, which allows the Client and their end users to track their requests in our Support Center.
Software means any software, any accompanying documentation, and any upgrades or updates thereto, that are provided by Bypass as a Bypass-branded product.
Standard Request. means common issues, troubleshooting help, functionality or service instability or unavailability, training/education, software update requests, custom report requests, data extraction requests, or hardware replacement requests.