Current Support Structure

The following is the current support structure for brands under the Rain umbrella:

1. Each Brand’s Support team takes initial calls for all topics including hardware troubleshooting, questions about the payment portal, change of ownership, rate renegotiation requests, etc.
2. Any further issue or question stemming from a call or ticket in the above is escalated by the support team member posting in a Payfac Support channel. (currently #payfac-support-hardware is manned by an AI and hardware developers, while @Ethan mans the other two)

Items to Consider for Change

1. Brand-Specific versus Brand-Generic. There has been some client overlap among software brands, some overlaps include customers canceling with one software to go to another, with less than favorable views of their original software brand (a Rain customer leaves Rain for DiveShop 360, and doesn’t view Rain in the best of light and is unaware of our affiliation). Currently, Sales identifies as each specific brand, and up until now we’ve received aliases for our work emails to communicate with clients).
2. Division of Responsibility. What items will the general payments support handle versus what stays with each brands’ support teams?
3. Software Access and Knowledge. Terminal troubleshooting as an example, pairing and unpairing could have very specific software instructions. Other features, like round-up donations for ThriftCart, also require specific training within the software to be able to support. Change of Ownership situations will also require access and knowledge to complete.