Client Support Group
Inforalgo has a dedicated Client Support Group that is available 24 hours a day, 7 days a week and has over 20 years of experience in providing application and technical support for a large variety of financial organisations.
The main aim of the Client Support Group is to provide a customer-focused, single point of contact for application and technical support by responding to customer's calls, logging problem tickets, escalating issues when required and adhering to strict Service Level Agreements.
The Client Support Group can remotely connect to client sites to perform health checks (link to health check page), investigate fault reports and troubleshoot. Whether this is an issue with the Inforalgo application and the Straight Through Processing of data. Network connection problems with data providers over local and wide area networks. Configuration and access to SQL Server, Oracle and Sybase databases. As well as assist in performance and capacity monitoring, data validation and reconciliation report discrepancies.
For Bloomberg Alliance clients there is a joint “Incident Tracking” process that has been agreed between the two companies in order to ensure that any reported issues are resolved as quickly and professionally as possible.
Remote Support
Can be offered using conventional methods such as VPN, SSL, Citrix, and Webex. For further details of some of the types we use go to Remote Access.
What our customers say?
The Inforalgo Customer Support Group has consistently received the highest marks in our client surveys demonstrating the importance Inforalgo places on after sales service. Existing customers are willing to act as “references” to the high level of service they receive and the strong levels of support they enjoy from the Client Support Group.
‘Queries have always been answered and issues resolved quickly’
‘They’ll do what it takes to satisfy customer requirements’
‘We found that you respond immediately when we are having an issue…response time is critical’
‘The production support provided is invariably excellent, someone always responds swiftly and accurately and they know what they are talking about. This may theoretically be normal but is actually quite unusual to find’
‘I find the service of Inforalgo a pleasant exception to other service organizations’
‘Pro-active, non-passive approach to projects’
‘Problems are resolved without error and quickly in a professional manner’
‘We have never had any issue getting a person when calling at any time of the day’
‘The support desk team has been outstanding
