24/7 support

Our Technical Service Desk operates 24/7 from two separate, secure FIS sites in the UK, to ensure business continuity.

Highly trained and experienced Technical Analysts are responsible for system monitoring, call logging, ticket allocation, fault resolution and incident management. They receive additional support from the FIS System Support Teams.

System Availability

FIS retail payments host availability during the last 12 months has been >99.99%. This service availability includes all system maintenance and upgrade activity.

Service monitoring

There are several levels of monitoring across our technical architecture which allow our 24/7 Operators to take pro-active, preventative measures to ensure continuity of service as well as ensuring swift response and resolution times if an issue arises. These include: eWatch; Solarwinds; Orion; Foglight and Zenoss. Each tool plays a key role in giving FIS a full picture of its transaction processing architecture.

The FIS Payment Gateway, further information:

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