Service & Support
Midax offers world class service and support for all of our solutions. Our Help Desk operations are multi-national in scope and manned by our own employees 7 x 24 x 365. The high quality of Midax service and support is a big reason why we maintain a customer retention percentile exceeding 95%.
Midax employs the latest tools to enable our employees to support our customers. Additionally, we built and deployed an automated alerts system – after all we are a software development company – that proactively monitors the health of our customers’ systems and resolves minor challenges before they become major issues.
Midax maintains multiple data centers in state of the art facilities that offer the highest level of data protection and system uptime available today. However, to provide additional protection for customer data, we do not publicly disclose the location of our data centers. Highlights of Midax Service and Support include:
- Data centers are PCI/DSS compliant
- State of the art system redundancy and backup/recovery processes
- 99%+ guaranteed up time
- Intelligent monitoring of both ends of customer VPN connections
- Helpdesk, manned by live agents, never closes
- Deep POS knowledge of POS integrations and POS functionality
- Support lab maintains actual POS systems from major POS vendors
- Tier 1, Tier 2, and Tier 3 levels of support provided
- Zen Desk utilized for customer relationship management
- Team Viewer utilized for remote diagnostics and support
- Basecamp utilized for project management