A dedicated team of personnel undertake the support of the application in the business environment, where the sole priority is customer care.
The functionality is broken into two key areas:
On Site Support
This is provided by a team dedicated to the provision of remote support, based in one of our two Cardiff offices. By telephoning the “Help Desk” a relevantly skilled individual will record the client problem and if possible provide an immediate response to solve the matter. If further investigation is needed the operative could access the client system via ISDN link or similar methods.
The “Help Desk” has access to each client’s dedicated test rig, whose configuration is supported under the maintenance agreement and tracks all changes (including third party software where appropriate) undertaken at the client site. This test rig provides the “Help Desk” with a unique insight into the client’s own particular configuration.
On Site Support
The “Client Support Team” based in our London office provides this service. The team are tasked with ensuring that each client receives the correct service levels to meet their differing requirements. This involves planned on site visits to manage ongoing developments as well as ad hoc visits in support of the “Help Desk”.
The basic working hours are 08.00 hrs to 18.00 hrs Monday to Friday excluding public bank holidays in England and Wales. These can be extended on a permanent basis at individual client request.
Our existing customers cover a broad range of organisations from internet stockbrokers through to global custodians and market makers, from established market players to new entrants to the industry.
We only provide the names of our client base on a selective basis.