Support

We ensure a high-quality and sustainable enhancement of IT-solutions, which match the market development dynamics, as well as we provide timely assistance and maintenance, supporting the business growth of our customers

We apply the approach to customer service on the basis of Service Level Agreement (SLA), containing the description of services provided, the rights and obligations of the parties, as well as an agreed quality level for providing a particular service. For each service provided ("service desk", bug fixing, application patches, incident and problem management, legislation changes support etc) the obligations, which define the support quality level, are determined. 

In order to effectively operate the software products, we offer our customers the support services, which fully cover all the maintenance requirements: from a simple advice on configuration inquires to a large-scale IT product upgrade and development. 

Сonsultancy support

Providing the consultations on the inquiries related to software product configuration and operating, registration of incidents, errors, requests and requirements regarding the IT-solutions upgrade and development, including the legislation standards compliance. The communication channels: phone, e-mail, conference call via Skype, registration of inquiries at Service Desk.

Release management and legislation compliance

Regular update and release of new versions of the system, quick support of legislation changes, ensuring the compliance of the software products with regulatory requirements.

Troubleshooting and bug fixing

Fixing of received and registered at Service Desk inconsistencies, errors, requirements related to software products. Troubleshooting is carried out within the specified time, in accordance with the problem priority and complexity, indicated in the contract. The response time to critical errors - 1 working day. The response time to significant errors - up to 5 working days. The response time to insignificant errors - up to 10 working days.

Service consultant

A service consultant could be assigned to the customer. The service consultant, being well familiar with the specifics of client's business processes, ensures timely (with a guaranteed response time) and qualitative processing of all the customer requests.

Individual support

Individual development and enhancement of software products, individual support in system administration and maintenance, including permanent presence of our experts on the customer's site.

Support of ORACLE products administrators

  • Consultancy support on configuration of ORACLE Databases servers
  • Consultancy support on configuration of application servers
  • Consultancy support on configuration of work stations and terminal servers

Online and Offline support

Depending on the complexity and nature of the problem detected, the customer support could be provided in on-line mode (phone, Skype, remote connection), or in off-line mode (e-mail, customer's site).

  • Highly Qualified Developers
  • Years of Experience in Information Systems Development
  • Banks in Various CIS Countries
  • Successful Full-scale Projects