Timely resolution. Exceptional customer satisfaction.

Our 24x7 support process is designed to fast track money movement and critical issues to deliver timely care to our financial institutions, and their customers and members.


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.”

Mike Copans
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—A synthetic login is triggered every minute, and an alert is issued if availability falls below the standard. 


Servers log in every five minutes, and we issue an alert if performance falls below the standard. 


Services are monitored in real-time for success/failure rates. 


Includes real-time threat protection, SIEM, external IDS service, monthly vulnerability scans, and quarterly penetration testing.


At any given time we’re monitoring 20,000+ points across 2,300+ components. 

Self-service options

We offer convenient self-service forms for clients who wish to use them, though we never require clients to utilize self-service—our team is always happy to help.

Many clients prefer self-service for routine tasks such as updating a transaction status or transaction history.


of customers use self-service


reduced resolution time

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.