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Post-Launch FinTech Support
- 12 Oct 2023
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Post-Launch FinTech Support
- Updated on 12 Oct 2023
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Article Summary
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Overview
Congratulations on pushing the application into Production! This page outlines how post-launch support will look like for you and your team.
| Inquiry Specific Support | ||||
| Who to Contact | When to Contact | What to Include | How to Contact | Backup Email |
| Support | Reach out to Support if you need help with any of the following:
| Please include the following details:
| Create a Request via support.synctera.com | support@synctera.com |
| Compliance Consultation | To request a Compliance Review of a Product, Feature, Policy, or Bank Requirement | Please include an overview of the review being requested | Create a Request via support.synctera.com | groundcontrol@synctera.com |
| Compliance Operations | To ask a question about Compliance Operations (KYC/KYB/Fraud) or to Check on the status of an open Case | Please include the link to the open Case or overview of your Compliance-related question | Create a Request via support.synctera.com | groundcontrol@synctera.com |
| Customer Success | Adopting new technologies, products, or changes to the program. | Please include a brief description of the product or feature you'd like to engage with | Create a Request via support.synctera.com | sales@synctera.com |
How to Assess Request Priority
We aim to review all requests within one working day, but it is helpful for our customers to indicate the severity of an issue when requesting support in the Zendesk form. Use the following guidelines to select the appropriate priority for your request.
- Low (No impact on production, not time-sensitive) - Typical day-to-day issues should be considered low priority
- Normal (No impact on production, time-sensitive) - Normal priority should be selected when your issue is typical but more time-sensitive in nature
- High (Production impacted) - High Priority should be selected when an issue is impacting your business production
- Urgent (Production halted) - Urgent issues are evaluated immediately and will call engineers to action regardless of the time of day that a request is submitted. We kindly ask that you limit the use of the "urgent" priority setting to true emergencies.
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