About Us

Technical and Methodological Support

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.

  • Support Level 1

    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.

  • 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.

  • Analysis of the database - the database content is analysed regarding specific issues, e.g.:
  • The implicit connectivity and dependence in the client tables.
  • Suffiency of available instrument data to roll out future cash flows and assess sensitivities and ratios.
  • Suffiency of existing market data to perform market VaR pricing or simulation.
  • Needed attributes in the database for classification purposes and portfolio structuring.
  • Financial instrument modeling - 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 anlysed and pricing models are created, e.g.:
  • Description of the analysis, the established pricing and the evaluation model.
  • Example instruments with cash flow or pay off representation.
  • Market data required for the evaluation and definition of risk factors and their contribution.
  • Calculation of ratios, sensitivities and VaR.
  • Market data processing - time series of market data, e.g. prices, foreign exchange rates, interest rates, indexes, volatility, etc., can be processed using the modules for time series analysis. The following actions apply here:
  • Clustering of time series which entails the reduction of the state space of complex business processes as the number of independent objects is reduced dramatically.
  • Calculation of non-normal distributions that account for a non-normal nature and flat tails of market factors.
  • Multi-factor modeling covering essential aspects of unknown market factors.
  • Time series prediction, that can predict future developments of market factors, based on the learning feature of neuronal networks.
  • Time series cleaning, that is used to regenerate missing historical values, based on existing values of time series and their statistics.
  • Project implementation - implementation support is provided, including:
  • Installation and configuration of the software system.
  • Building interfaces and connectors, linking external systems with the installation via model transformation and mapping.
  • Creating internal hierarchical structures (e.g. position filter, sub-portfolios, etc.) and setting up nomenclatures (e.g. currencies, countries, financial calendar, etc.)
  • Establishing user roles and rights.
  • Performing test runs and creating batches.
  • Preparing internal reports and management reports.
  • New projects development - if required, customer specific modules can be developed:
  • Various prototypes in RFW.
  • New solutions in RE, if data and instruments are very complex or too large.
  • New solutions can be created using WEB Services, i.e. RFW, RE or both systems are installed on a WEB server, exposing a corresponding WEB service interface (SOAP/WSDL). Specific client applications, written in various languages, such as C# .Net, Java, Scripts, etc., access the server functionality via WEB Services. Such client applications are developed using the systems' remote functionality.
  • Knowledge transfer - trainings, workshops, seminars, visits at customer's site or at Eurorisk Systems'site ensure a smooth knowledge transfer to partners and customers.