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 FINCAD Customer Service Center
For those who subscribe to support get access to our FINCAD Customer Service Center. This website was created to help make our customers more successful in their use of FINCAD software. Here are some of the things you can do at the new support site:
- download the latest software from the website
- view product and workbook demos
- create support cases and track the progress
- review product updates
- access product documentation and FAQs
Don't have an account yet? Registration is available on the home page. Visit http://support.fincad.com to find out more.
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)
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)
- License Key Deactivation and Transfer (FINCAD Analytics Suite, FINCAD XL, FINCAD Developer and F3).