Supporting your growth strategy
When you work with Q2, you get a lot more than software. We offer a full range of professional services—from strategy and consulting to staffing and dedicated service delivery—to support your long-term success.
“The biggest surprise for us has been how proactive the support provided by Q2 has been, both in ensuring development stayed on schedule, as well as ongoing support. The response time to address a question or issue was outstanding.”
VP, Consumer Product Management
The need for speed
Delivering a superior customer support experience comes down to one metric: speed. Our entire support process is built around delivering the fastest possible issue resolution. With rapid routing to experts, minimal handoffs, and streamlined escalation, we’ve built a fine-tuned machine capable of delivering a 30-minute median response time for high-priority incidents.
Specialized teams
Timely resolution calls for deploying the right people, right up front. With specialized teams offering deep expertise in areas ranging from platforms, to payment products, to commercial services, we’re able to get to the root of issues quickly—so you can get back to business as usual.
24x7 proactive monitoring
We don’t believe in waiting for incidents to happen. In fact, one third of issues are proactively detected and resolved by Q2 support engineers. Through our state-of-the-art Integrated Operations Center (IOC), we proactively monitor our clients’ platforms across five key areas.
Availability
Availability—A synthetic login is triggered every minute, and an alert is issued if availability falls below the standard.
Performance
Servers log in every five minutes, and we issue an alert if performance falls below the standard.
Quality
Services are monitored in real-time for success/failure rates.
Security
Includes real-time threat protection, SIEM, external IDS service, monthly vulnerability scans, and quarterly penetration testing.
Infastructure
At any given time we’re monitoring 20,000+ points across 2,300+ components.
Support centers of excellence
Highly specialized and deeply focused on their areas of expertise, our centers of excellence bolster our support capabilities throughout the customer lifecycle. We currently operate centers of excellence in areas including training, incident response, escalation, quality, and more.
Support tools in your pocket
Access support in just a few taps with our My Q2 Support mobile app, available for Apple and Android.
Designed as a companion tool to the customer portal, the My Q2 Support mobile app makes it easy to submit cases and check their status, access product documentation, and view support and product announcements.
