FNX

T24 - Support

Foranx system support approach allows the Client to maximize usage of the system and at the same time to minimize cost of developments .

We are always available to the Client to enter into a contract for providing support services.

1

Customer support service

The customer is able to create and track issues and their statuses. For this purposes Foranx uses modern Jira Service Desk system by Atlassian. Once created into the issue tracker system, an issue is to be assigned to the front office worker “Customer support Service” in Foranx who will essentially ensure that the issue progresses as per the customer’s priority. The issue is then allocated to the appropriate company department in order to replicate and solve the problem. This may involve requesting and transferring of additional information such as parameter files, test cases etc. After client provides all necessary data Foranx will set a problem resolution date in line with agreements that are in place. All issues are created and tracked, issue status is reported to the customer via the issue tracker system and review meetings with Foranx as part of communications between the Client and Foranx.

2

Online support

Bank may also requests a Foranx consultant to present on-site to resolve specific support issues, training needs, consultancy questions etc. It’s a part of Client Services provided by Foranx to our customers.

3

Remote access

Another working option for Foranx’s “Customer support Service” is getting remote access to bank environment. The remote connection is coordinated with the Bank technical specialists and secured by hardware-software and organizational methods.

Using this option allows the Bank to solve any kind of issues and not to wait a consultant come from our office on-site. In addition to this, some of our customers agree to provide us with a anonymized copy of their database. This copy contains no sensitive data about the bank’s customers, accounts or financials but makes possible for our specialists to replicate the exact problem the Bank may be experiencing by using the same parameter settings as they are in the Bank’s system.