Three Tiers of Support, Starting With Our Cell Phones
When something stops working at 7 PM on a Saturday, you need a human who picks up. Here is how we built our support so you always reach one.
Why Support Is Built This Way
Most payment processors handle support the same way. One phone number. One queue. One overworked agent who has never seen your business. You wait. The line at your counter grows. You hang up and try again later.
We do it differently because the model is broken. Our setup has three tiers that fire in order: us first, our 24/7 Canadian partner second, Clover direct third. The first tier almost always solves the problem. The other two are there because at some hour, on some Saturday, you might need them. Here is how each one works.
The Three Tiers, Side by Side
| Tier 1: Local | Tier 2: Backup | Tier 3: Direct | |
|---|---|---|---|
| Who you reach | Us, on our cell phones | Payment Experts, our Canadian processing partner | Clover technical support |
| Hours | Business hours plus most evenings and weekends | 24 hours a day, 7 days a week, 365 days a year | 24 hours a day, 7 days a week, 365 days a year |
| What they handle | Account changes, rate questions, terminal issues, training refreshers, anything Azimuth-specific | Backup technical support when you cannot reach us, after-hours coverage, processing-side issues | Hardware-level problems, firmware questions, deep Clover platform issues |
| How fast you get a human | Usually first ring, sometimes a callback within 15 minutes | Typically under 5 minutes on the line | Typically under 10 minutes on the line |
| Where they are | Owen Sound and Niagara Falls | Canadian-based call centre | North American support centres |
- Who you reach
- Us, on our cell phones
- Hours
- Business hours plus most evenings and weekends
- What they handle
- Account changes, rate questions, terminal issues, training refreshers, anything Azimuth-specific
- How fast you get a human
- Usually first ring, sometimes a callback within 15 minutes
- Where they are
- Owen Sound and Niagara Falls
- Who you reach
- Us, on our cell phones
- Hours
- Business hours plus most evenings and weekends
- What they handle
- Account changes, rate questions, terminal issues, training refreshers, anything Azimuth-specific
- How fast you get a human
- Usually first ring, sometimes a callback within 15 minutes
- Where they are
- Owen Sound and Niagara Falls
- Who you reach
- Payment Experts, our Canadian processing partner
- Hours
- 24 hours a day, 7 days a week, 365 days a year
- What they handle
- Backup technical support when you cannot reach us, after-hours coverage, processing-side issues
- How fast you get a human
- Typically under 5 minutes on the line
- Where they are
- Canadian-based call centre
- Who you reach
- Clover technical support
- Hours
- 24 hours a day, 7 days a week, 365 days a year
- What they handle
- Hardware-level problems, firmware questions, deep Clover platform issues
- How fast you get a human
- Typically under 10 minutes on the line
- Where they are
- North American support centres
You will get the support phone number for all three tiers when you sign on. We make sure your team has them written down somewhere they can find at 7 PM on a Saturday.
When to Use Each Tier
Whatever the issue is, your first call is to one of our cell phone numbers. If it is something we can solve in the moment (and most issues are), we solve it. If not, we take the lead in escalating to the right tier so you do not have to navigate a phone tree at the worst possible time.
Our partner Payment Experts runs a Canadian-based 24/7 line. They have access to your Clover account, your processing setup, and our notes on your business. If you call them at 11 PM on a holiday, you will reach a real technician inside 5 minutes, not voicemail.
Most issues never reach this point. But when a Clover device needs a firmware update, a hardware diagnostic, or a deep platform investigation, the people best positioned to solve it are the ones who built it. Their support team is 24/7 across North America, and we will route you there if it is the right answer.
- 1
Start with us. Always.
Whatever the issue is, your first call is to one of our cell phone numbers. If it is something we can solve in the moment (and most issues are), we solve it. If not, we take the lead in escalating to the right tier so you do not have to navigate a phone tree at the worst possible time.
- 2
If we are not picking up, the 24/7 backup is there.
Our partner Payment Experts runs a Canadian-based 24/7 line. They have access to your Clover account, your processing setup, and our notes on your business. If you call them at 11 PM on a holiday, you will reach a real technician inside 5 minutes, not voicemail.
- 3
For deep hardware or platform issues, Clover direct support is the third tier.
Most issues never reach this point. But when a Clover device needs a firmware update, a hardware diagnostic, or a deep platform investigation, the people best positioned to solve it are the ones who built it. Their support team is 24/7 across North America, and we will route you there if it is the right answer.
What You Can Expect From Us
A real person, not a phone tree.
Our cell phones are not call-center routing numbers. You call, we pick up, or we call back inside 15 minutes during business hours. Outside business hours, the 24/7 backup tier picks up.
Diagnosis before parts.
We figure out what the problem actually is before we ship a replacement. Sometimes the issue is a Wi-Fi router. Sometimes it is a setting that got changed. Most things we resolve over the phone in the first call. When hardware actually fails, next-day replacement is usually available.
No charge for support calls.
Support is included. We do not bill by the call, by the issue, or by the minute. If something is going wrong with the system you are using to take payment, you should be able to call without a meter running.
A relationship, not a ticket number.
Every Azimuth client has a primary contact at Azimuth. That person knows your business, your setup, and your history with us. When you call, you are not starting from zero with someone reading a script.
Networks, Wi-Fi, and the Stuff Underneath
Most "terminal problems" are not terminal problems. They are network problems. A flaky router, an access point that lost its line of sight, a setting that got changed during a software update. We have a sister company, Diverse IT Solutions, with twenty-plus years of IT experience. Before we install your Clover hardware, we run a free Wi-Fi and network survey to make sure the foundation is solid. After install, if a network issue ever causes a payment problem, we know where to look. This is one of the reasons our support resolves so much on the first call.
Common Questions About Our Support
Twenty-four hours a day, seven days a week, between the three tiers. Tier 1 (us, on cell phones) covers business hours plus most evenings and weekends. Tier 2 (Payment Experts 24/7 Canadian backup) covers everything else, including holidays and overnight. Tier 3 (Clover direct) is also 24/7. If you call at 3 AM, someone will pick up.
