End-User Support
As a solution partner, Fundtech is committed to helping our customers optimize their use of our software. That's why we offer a full range of services to help our users implement new products and technologies, plan for disaster recovery, maintain their systems and more.
Our online CustomerCare center allows clients to submit support requests, view the status of existing requests, download software upgrades and release notes, and search our knowledge base of resolutions.
Business Benefits
- A subject matter team is assigned to each product’s customer support group, and they monitor all incidents associated with your installation and the product
- A password protected channel for you to open incidents, describe the issue in your own words, attach examples, and forward support material to the Help Desk which speeds the investigation and resolution process
- A password protected site to download documents associated with the product such as release notes, general update instructions, etc
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Key Features
- Secure entry and tracking of reported incidents
- Ability to download documents about products you have installed
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IT Benefits
- A mechanism to permit your IT to submit questions which are either answered by the Help Desk staff or routed to the appropriate technical resources within Fundtech for input
- The means to download upgrade releases notes and information that may have an IT impact on your production environment
- The ability to search our knowledge base of resolutions for other related issues and their resolutions
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Key Features
- Secure entry and tracking of reported incidents
- Ability to download documents about products you have installed
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Operational Benefits
- The unique control number, assigned to each incident reported, insures that your case can be quickly and positively referenced and tracked
- Fundtech comments and actions associated with your incidents are entered into the case and e-mail notification is sent to you whenever a Fundtech response or resolution is posted to the case
- The ability to view all your opened and closed incidents and sort incidents based on a variety of categories such as date entered, last modified, status, product, priority, etc. to make tracking and analysis easier
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Key Features
- Secure entry and tracking of reported incidents
- Ability to download documents about products you have installed
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