Support Programs

Our clients' needs change over time. FINCAD's Support Program is designed to protect your investment in FINCAD technology through market, business and employee changes.

FINCAD's team of dedicated Client Service staff help you maximize the value you get from licensed FINCAD products and to ensure your business functions continue uninterrupted into the future.

FINCAD support includes:

Live Technical Support via telephone or email:

  • Hours: 9am GMT to 12 Midnight GMT; 1am EST to 8pm EST.
  • Response Time: It is our number one priority to assist our support clients in resolving their issues as soon as possible.
  • Service Standard: Same day response for problems that can be resolved in 15 minutes or less; and next day response for more complex problems. In some cases complex issues may require multiple communications and off-line research and may take longer to resolve.

Access to Software Updates:

  • Maintenance Releases (current product version only)
  • Hotfix releases - upon agreement for urgent business issues requiring an immediate fix.

Change to end user personnel:

  • License Key Deactivation and License Transfer (FINCAD Analytics Suite, FINCAD XL, FINCAD Developer and F3 SDK)
  • User account changes (FINCAD Market Data TPH, Auditor Insight)

Self Help Services:

  • Access to FINCAD's customer support site for a growing number of thoroughly researched FAQ and other resource materials.

Hardware failures or replacement:

  • Online Media Replacement (FINCAD Analytics Suite, FINCAD XL, FINCAD Developer, and F3 SDK)
  • License Key Deactivation and Transfer (FINCAD Analytics Suite, FINCAD XL, FINCAD Developer and F3 SDK).
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