Prowide support

Basic Support for CORE includes with all Commercial Products:

  • Support during business hours: 08:00 – 18-00
  • Software defects analysis, debugging and development of resolution code. This may involve a fix on the libraries or a specific workaround for the customer.
  • Remote installation assistance for libraries updates and upgrades.
  • Impact analysis and development support to libraries’ API upgrades.
  • API usage analysis and code review.
  • Guaranteed SWIFT Standards compatibility and upgrades when necessary.
  • Optional SWIFT early annual standard release updates (SRU) 6 months before going LIVE.
Benefits

  • 5 x 10 support during business hours (08:00 – 18:00)
  • Access to open source and PROWIDE expert consultants
  • Ensure consistent uptime for critical applications containing PROWIDE components
  • Contact directly with the development community.
  • Provides customers high levels of pro-active support and personalised incident and crisis management.
For more information, click the button below

Integrator / Enterprise is included in the yearly maintenance fee

CORE
Premium Support for CORE and Commercial Products includes:

  • Support  24 x 7 x 365
  • Software defects analysis, debugging and development of resolution code. This may involve a fix on the libraries or a specific workaround for the customer.
  • Remote installation assistance for libraries updates and upgrades.
  • Impact analysis and development support to libraries’ API upgrades.
  • API usage analysis and code review.
  • Guaranteed SWIFT Standards compatibility and upgrades when necessary, including in particular SWIFT annual standard release updates (SRU) 6 months before going LIVE.
Benefits

  • 24 x 7 Support around-the-clock coverage
  • SWIFT Standards Release made available 6 months before the CORE Community is updated with the SWIFT Standards Release.
  • Access to open source and PROWIDE expert consultants
  • Ensure consistent uptime for critical applications containing PROWIDE components
  • Contact directly with the development community.
  • Provides customers high levels of pro-active support and personalised incident and crisis management.
For more information, click one of the buttons below

COREIntegrator Enterprise
Gold Support for CORE and Commercial Products includes:

  • Support  24 x 7 x 365
  • Dedicated Technical Account Manager. Pro-Active consulting and expert guidance
  • Software defects analysis, debugging and development of resolution code. This may involve a fix on the libraries or a specific workaround for the customer.
  • Support for older versions due to a reluctance to upgrade production systems to the latest release of an OSS component.
  • Remote installation assistance for libraries updates and upgrades.
  • Impact analysis and development support to libraries’ API upgrades.
  • API usage analysis and code review.
  • Guaranteed SWIFT Standards compatibility and upgrades when necessary, including in particular SWIFT annual standard release updates (SRU) 6 months before going LIVE.
  • Get best practices recommendations pertaining to your environment from your Technical Account manager, who has an in-depth knowledge of your PROWIDE environment(s) based on initial discovery and ongoing support history.
Benefits

  • SLAs providing 24×7 Gold support coverage with fast response times to address production issues
  • SWIFT Standards Release made available 6 months before the CORE Community is updated with the SWIFT Standards Release.
  • Access to open source and PROWIDE expert consultants
  • Ensure consistent uptime for critical applications containing PROWIDE components
  • Contact directly with the development community.
  • Provides customers high levels of pro-active support and personalised incident and crisis management.
  • Improve upgrade planning, testing, and execution by providing necessary resources, including release notes for known issues in each software version.
  • Drive adoption and align technology solutions with core business goals by performing ongoing analyses of the current state of your environment and receiving guidance and development to close any potential technology gaps
  • Maintain optimal environment productivity and performance levels with guidance from a PROWIDE Certified Technology Specialist (PCTS).
For more information, click one of the buttons below

COREIntegrator Enterprise