Outage Procedures

Check the Canvas status website:  

• https://status.instructure.com/ 

If three is no global outage listed at the link above, contact Canvas Support at support@instructure.com. 

• Provide them with the instance name (UW OMS).

• If Canvas cannot resolve the issue, contact the OMS team to escalate.

Escalation steps:

• Email pcihelp@uw.edu. 

• Provide details of the outage and information provided by Canvas including any reference or case #.

• OMS staff will escalate on your behalf and contact you when the issue has been resolved.

Take the following two steps: 

Call Clover Major Accounts – 1-844-506-8186 extension 2. 

• You will be asked to provide your Merchant ID # (MID). 

  • Email pcihelp@uw.edu describing the issue and any updates from Clover Major Accounts including a reference or case #.

If Clover Major Accounts or the Merchant Services team cannot resolve the issue over the phone: 

• Merchant Services will escalate to our Clover point of contacts.

• If necessary, OMS will order a replacement terminal. 

  • All Clover terminals purchased after Aug 2022 are covered by a 3-year replacement warranty. 

     

Check the Cvent status website for global outages:  

• https://status.cvent.com 

If there are no listed global outages, contact Cvent Support at 1-866-987-8191. 

• You may need to provide them with the account name (UWCCUS001). 

• If Cvent cannot resolve the issue, contact the OMS team to escalate.

Escalation steps:

• Email pcihelp@uw.edu. 

• Provide details of the outage including any information provided by Cvent such as a reference or case number.

• OMS staff will escalate to our direct point of contacts and contact you once resolved.

   

Check the TouchNet website:  UW TN Marketplace. 

• If the Marketplace is up, then the issue is more specific than a general outage. Please proceed to the escalation steps below. 

• If the Marketplace is down, there is a general outage and both Merchant Services and TouchNet are aware of the issue. 

Escalation steps:

• Email pcihelp@uw.edu. 

• Provide your merchant ID or store/site name. 

• Provide details of the outage, including the date and time of the attempt to access TouchNet. 

• Merchant Services will escalate to TouchNet if necessary and contact you once resolved.

Take the following two steps:

• Contact Volante Support at 1-877-490-6333 ext. 1.  You will need to provide them with your location name (HFS, UW Medicine, etc…). 

• Email pcihelp@uw.edu.  Provide the details of the outage and information provided by Volante such as a reference or case number.

If Volante cannot resolve the issue, or if they tell you to contact a different vendor (ie. Bluefin), update the PCI help desk ticket and the Merchant Services team will escalate on your behalf.