Account Support

This section describes the support put in place to support your account.

Account Management

After setting up and integrating to our systems, Thredd assigns a dedicated Account Manager to support your account. . Your Account Manager will be in regular contact with your organisation, and is a go-to person for all account-related queries.

Support Tickets

Some customers have dedicated Customer Service Analysts who manage their account. The analyst has detailed knowledge of how your account has been set up and configured, as well as your overall business and card programme requirements. Your dedicated Customer Service Analyst will be able to provide you with Level 1 support for your issue.

You can contact our customer support desk to raise any support issues. We will raise a ticket in our Jira system to track the change. Note that depending on the type of issue, some support tickets may require review by multiple teams within our organisation before we will be in a position to respond. Please check your contract for details of Service Level Agreements (SLA).

Notifying you of System Changes

Depending on your contract with Thredd we will provide you with 30 -60 days' notice of changes to our systems which may impact you. For example, your system may need to handle new fields returned in an API or a transaction message.

We use our Pre-Release Notification (PRN) process to notify you via email of the upcoming change. All communication will feature a PRN number and a link to relevant documentation with more information, where applicable.

We display high-level details of applicable PRNs on our Documentation Portal. See Scheduled Pre-Release Notifications (PRNs) and Pre-Release Notifications (PRNs) for Past Releases.

New Feature Requests

Please speak to your Account Manager about your requirements.