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Virtual Terminal Support Information

ePayment Virtual Terminal Incident Reporting

From time to time, you may have a question or encounter a problem or issue with ePayment Virtual Terminal. Generally, the incident will either be 1) business or operational related or 2) one that concerns data security. The reporting process and support team for each type will differ.

Data Security Issues

If you encounter a data security incident or security breach, you must report it to UBC IT Service Centre at 604.822.2008 as per UBC IT's Incident Response Plan (IRP).

Examples:

  • Theft of ePayment Virtual Terminal workstations, or stored credit card data.
  • Customer has reported a compromised or stolen credit card.
  • Suspected tampering or unauthorized usage/access to a Virtual Terminal workstation or stored credit card data.
  • Installation of unfamiliar suspicious software on the Virtual Terminal workstation. Installation was not instigated or authorized by your IT administrator, UBC IT, or manager/supervisor.
  • Sophos (your anti-virus software) messages concerning suspicious behaviour or security compromises such as Viruses, Trojans, etc.  on the Virtual Terminal workstation. Most of the time, the message will contain the title “Threat detected by Sophos”.

Business/Operational Issues

All your other ePayment account inquiries and requests can submitted to the UBC IT ePayment Support team.

Examples:

  • ePayment Virtual Terminal account set up inquiries.
  • updating of your contact information.

ePayment Support Team Availablity

  • Hours of operational support service will be 8:30 a.m. – 3:30 p.m., Monday to Friday.
  • Non-urgent after hours support will be provided on a best effort basis.
  • Please contact via email (SIS.Support@ubc.ca) or at http://support.as.it.ubc.ca/

Virtual Terminal Availability

  • Virtual Terminal is available 24 hours a day, with a daily maintenance window between 3:00 a.m. - 4:00 a.m.
  • After-hours emergency support available for system outages 24 hours a day with IT Operations.

Please note that UBC IT may institute standard maintenance windows for security and OS patching. These maintenance windows will be documented and communicated in advance.

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