Nucleus Software adopts a layered approach to support, to ensure that our customers get the maximum benefit in the minimum time. The first layer is in the design of the system – our solutions are designed to eliminate the majority of reasons support calls are made – whether it is from user error, or parameter conflict – our solutions are designed to eradicate as many of these types of issues as possible.
The next layer is addressed by providing detailed training in our implementation projects. Through the knowledge transfer process, your staff will gain a detailed understanding of how the solution works and what it is capable of. The level further reduces any unnecessary support calls, freeing your staff to deliver an outstanding service to your customers.
The next layer is provided by our in-country support teams – either onsite at your offices or nearby at our local partners. With customers in 50 countries, we operate a comprehensive partner eco-system designed to deliver the right combination of global expertise and local knowledge. Through Nucleus Software offices and the offices of our partners we have coverage of all the locations where our customers are located.
The final layer is provided by our support and development teams. While, only a very small number of the issues raised require detailed investigation, when they do need to be investigated we have found that the fastest way to resolve them is through the use of seasoned experts in our solutions, technology and the financial services industry. Our support teams are staffed with these experts, and are supported by web-based recording and tracking systems to ensure swift resolution of issues raised.
Our support organisation is 100% committed to ensuring that you will receive the highest levels of support, including the following: