Introduction:

Globsyn has a modern and good quality support infrastructure for all its clients. This has been the core strength of Globsyn in the area of support. This can be testified by all the live customers of Globsyn using TurboSWIFT.

TurboSWIFT support is rendered over telephone/ on-site visit, once the client has implemented TurboSWIFT and is live over the SWIFT Network. Globsyn supports the current version of the Software, or any version released up to 6 months prior to the current version. Globsyn makes sure that it informs its customer and gives a tentative schedule for up gradation of the Software, as and when a new version is received from BankServ, USA. BankServ maintains version control and does not support their Distributor’s on any older version.

Our Standards:

Implementation and production support for SWIFT suite of products is carried by the SWIFT support team experts at Globsyn.

If a support issue cannot be resolved within 2 hours of the reported time, then it is taken up with BankServ support desk in UK through email/ telephone. Once the issue reaches BankServ, it is treated as critical and is resolved within next 4 hours.

If the problem is related to SWIFT secured network connection, the issue is directly reported to 24 hour SWIFT Support help Desk in Belgium.

If the customer request for an enhancement of a software, or change due to business functionality, or hardware changes and up gradations, the same shall be treated as a separate project. BankServ is requested for a commercial quote to complete this project.

Support Process:

We have a three layer approach to providing support to our customers. Support is provided on a case to case basis depending on the nature of support required.

Features of Maintenance Coverage:

On completion of the warranty period, Globsyn enters into an Annual Maintenance Contract (AMC) with the client for the maintenance of their product. As a part of its Annual Maintenance Contract (AMC), Globsyn provides its customers with Software Maintenance, which covers:

  • Rectification of bugs and errors
  • Provision for the modifications to the current version of the Software as supplied by BankServ, USA
  • Any upgrades or any modifications done by BankServ on their own for enriching the current software with new enhancements
  • Distribution of the Software releases with correction of problems, which have been remedied by BankServ, USA
  • All software releases as per SWIFT message standards are provided free of cost
  • Installation of Software releases at CBT is included as a part of AMC

Highlights of Globsyn support:

Globsyn has a well-defined SWIFT related support policy. The major highlights of the same are reproduced here:

  • 10 trained support personnel equipped with mobile phones for prompt response
  • Management Philosophy to attend to any problem at the earliest and make best effort to resolve the problem on the same day
  • Availability of support on Saturdays
  • Availability of support beyond working hours
  • If necessary, on-site support at branches
  • Support on SWIFTNet Link, RMA and associated applications
  • Support Offices at Mumbai, New Delhi, Chennai and Kolkata for supporting branches

Support Hours:

Globsyn provides maintenance through telephonic assistance and onsite visits six days a week:

Monday to Friday – 10:00 am to 6:00 pm
Saturday – 10:00 am to 2:00 pm

  • Telephonic assistance is provided round the clock to answer queries relating to operational use of the System
  • Onsite support is provided within 2 hours of a call from the Customer
  • This is provided during the specified hours in case of failure of the System due to bugs and defects in the Software
  • Round the clock support is provided for system failure due to software errors