Eurorisk Systems Ltd. provides a wide range of first-class technical and methodological assistance. Technical two-level support is provided via phone calls, online chat, support forums, e-mail or communication tools, such as WebEx or Team Viewer.
Support level 1 is intended for basic customers issues. The goal is to gather as much information as possible to determine the issue. This is achieved via our hotline service, after the customer has created a problem report form. All information is recorded in our issue tracking system. If the issue cannot be resolved on the first level, it is redirected to the next support level.
Support level 2 is intended for in-dept analysis of more complex issues, that cannot be resolved within support level 1. The support types provided on this level are: program code tracing on the development environment, base dump analysis, bug removing by program correction, in-house tests, and, at the end, providing the user with a repairing patch.
Risk Framework and Risk Engine both have a web interface, which makes it possible to perform remote problem analysis via:
• Remote access
MS Windows Terminal Services® is an application for remote access to the resources of a personal computer or Server from another work station. The connection between both computers is standardized for all versions of MS Windows (above MS Windows NT 4.0). Once created, the connection is supported by the same server/client application.
An installed application can be accessed by Terminal Services via Intranet or Internet. Such centralization can improve the support, update problem solving during the software usage and achieve a higher level of safety. Terminal Services can be integrated into the MS Windows system for access control using a Windows authentication system.
• Multi-user web interface
The web interface of Risk Framework and Risk Engine enables the access to systems and data bases via a specialized maintenance and support user of the producer. This user is registered into the system and provides effective problem investigation. For example, in cases of large customer reports that simulate market risk of a portfolio XYZ. The support user of the producer logs remotely accesses the system, activates the market risk calculation, and tries to reproduce and explain the problem or find a bug that caused it.
• User guides and analyses of database dumps
The Risk Management Software is supported by a set of user, system and functionality guides, navigating the user through the system and helping him find the answers to his/her questions. In addition, we provide methodological assistance, for example:
Further, we provide methodological assistance, for ex.:
The data base content is analyzed in regard to specific issues, such as:
The contract conditions of financial instruments (for ex. deposit with a specific rollover condition, loan with embedded option rights, specific real estate fund, etc.) are analyzed and pricing models are created, including:
Time series of market data, such as prices, foreign exchange rates, interest rates, indexes, volatility, etc., can be processed using the modules for time series analysis. Following actions apply here:
Implementation support is provided, including:
If required by the customer, we can also develop customer specific modules as follows:
We offer trainings, workshops on customer’s site, seminars and documentation, in order to ensure a smooth know-how transfer for our customers and partners.