FINDEV .: Support :.

December 2010
Bank Gaborone signs for FinDev’s Loan Application Management System (LAM)

April 2010
Itekanele Health Scheme sign for FinDev's micro-health insurance system, I-Med Enterprise

July 2010
FinDev's front & back office broker management system, ActiveBroker, easily accommodates the addition of ETF's onto the Botswana Bourse

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September 2009
Impetus signs for FinDev's Invoice Factoring and Asset management system Factor +

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June 2009
Bank Gaborone goes live with FinDev's DRS Middleware

more...

SUPPORT

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Support

SUPPORT SERVICES

Despite FinDev's wide-ranging regional market base, backing up our software development activities is a comprehensive and well-structured support department that provides high-quality on-demand or contractual support services to our clients.

Most of the recipients of FinDev's software systems opt for a formal Support & Upgrade Contract that provides for the following value added services:

Regular updates/upgrades to the software
Access to the Help Desk during business hours and a guaranteed response time within a maximum of n hours during business hours.
Access to our on-line, secure Remote Assistance Portal
General system "Health Check" every six months

The Support & Upgrade contract is underpinned by a mutually agreed Service Level Agreement (SLA) that is moulded to fit the client's requirements and expectations.
FinDev's modern, on-line support tools allow the organization to continue to provide support to our customers 24 hours a day, resolving issues and applying on-line enhancements quickly and transparently whilst having little or no impact on the customer's day-to-day business operations.

METHODOLOGY

Support for all of FinDev's software systems is provided telephonically or via Internet on-line support tools. These support tools are compliant with international 128bit encryption and connections have to be authorised and initiated by the customer before any connection can be made to the application servers. The on-line Internet support tools require that the customer has in place at least a 128kb ADSL connection to the Internet or similar.

RESOLUTION TIMEFRAMES

These are agreed with the Customer and included in our Support & Upgrade Agreement

REPORTING & FEEDBACK CENTRE (Help Desk)

The FinDev Support Help Desk is based in Gaborone, Botswana. Geographically the support hub is well positioned within the region and based in a stable economic and political environment with modern and reliable communications infrastructures. With Johannesburg International Airport only 55 minutes away from Gaborone, all major cities within the SADC region are easily accessible within one day.