Laserfiche WebLink
REV: 03-27-25 MI <br />•“High Severity” support issues are responded to within 2 hours and should be reported <br />via telephone or by emailing helpdesk@invoicecloud.com. Examples of these issues <br />include degraded performance of the InvoiceCloud platform or APIs, although the portal <br />and processing are still available. <br />•Other support issues are responded to by the next business day and should be reported <br />via telephone or by emailing helpdesk@invoicecloud.com. Examples include general <br />questions, feature requests, data pulls, multi-factor authentication resets, integration <br />troubleshooting, etc. <br />9. Success Manager <br />A Customer Success Manager (CSM) will be assigned to the client during the implementation. The <br />CSM is there to help ensure the Biller receives the maximum value from the platform and has an internal <br />advocate, adoption resource, and point of escalation if/when needed. <br />10. Biller Training <br />Biller staff will be guided in how to use the system through in-house training, documentation, remote <br />live sessions, and access to our client support team. <br />All standard training will be done remotely. InvoiceCloud’s training personnel will at <br />minimum provide sessions for Payer Portal, Biller Portal, and Reconciliation. <br />Separate training is conducted for Biller’s technical staff regarding the uploading of bill files <br />and any other applicable processes. <br />Live Training Enrollment is available in the Biller Portal. <br />A library of pre-recorded training videos is also available in the Biller Portal. <br />11. Marketing <br />InvoiceCloud provides marketing support that our Billers can use to promote the EBPP and IC payment <br />solutions to its Payers, at no charge. InvoiceCloud’s marketing group will schedule a 1-hour conference <br />call to review InvoiceCloud’s recommended best practices for promoting the service. Sample templates <br />will be provided for each item and customizations can be made upon request. The marketing collateral <br />that InvoiceCloud provides may include: <br />Bill Inserts <br />Newsletters <br />Envelope Teasers <br />Pay Button Link <br />Posters with Acrylic Stands for Payment Counters <br />Business card sized take-away cards with QR code <br />Local cable/TV station announcement <br />ATTY/AGR.2025.049/Invoice Cloud (Page 17 of 39)