Eurorisk Systems provides a wide range of technical and methodological support through phone calls, e-mail or communication tools, e.g. Skype, WebEx or Team Viewer.
Designed for basic customers' issues. The goal is to gather as much information as possible for the issue to be determined. First, the customer creates a problem report form and can then access the hotline service, which is usually managed by a partner or an external consultant. All information is recorded in our issue tracking system and if the issue cannot be resolved on the first level, it is redirected to Support Level 2.
Designed for in-dept analysis of more complex issues, that cannot be resolved in 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.
Since both RFW and RE have a web interface, it is possible to perform a remote problem analysis via:
• Remote access
MS Windows Terminal Services® is an application that enables remote access to resources of a personal computer or server from another work station. The connection between both computers is standardised 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 centralisation 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 interfaces of RFW and RE enable the access to systems and databases via a specialised maintenance and support user of the producer. The user is registered into the system and provides the problem investigation. E.g., in cases of large customer reports that simulate market risk of a portfolio XY, the support user 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 analysis of database dumps
The Risk Management software is supported by a set of user, system and functionality guides, that navigate the user through the system and help him find the answers to their questions.
In addition, following methodological assistance is provided.