At Odyssey we acknowledge that a key differentiator in moving forward
is the provision of quality support services.
This encourages our customers to perceive us as a solutions partner
rather than just another supplier: “We aim to be the company with
which people prefer to do business”. Odyssey's Customer Support
Services team has accumulated many years of experience from which your
users can instantly benefit.
The Customer Support Services team provides two types of support services:
Standard and Premium. Both can be extended by Optional Services. These
offers ensure that all our customers can receive the type of support they
need, when they need it, adapted to their individual requirements. If
clients require further assistance, they can rely on Odyssey’s Services
teams to help them with their specific implementation requirements which
include consultancy, training, product installation, solution design,
configuration and testing.
Throughout our offering, Customer Support Services make use of the Information
Technology Infrastructure Library (ITIL) for the delivery of Odyssey support
solutions. ITIL is a set of best practices for IT Services Management
that furnish software providers with guidelines on how to support IT solutions
in the most effective and efficient manner. It is therefore effectively
a guarantee for those purchasing a software licence that their purchase
will be serviced according to the industry’s highest quality standards.
At Odyssey the Service Centre fulfils this role of receiving and storing
all client enquiries about Odyssey solutions, whether about functionality,
procedural use, operation and application of the systems, or incidents.
Comprehensive Support
Thinking ahead, Odyssey has pre-packaged this series of support offerings
to enable clients to benefit from a wider range of support services, with
a view to helping them align their support organisation with the growth
of their business. From Training Credits for bank staff and specialised
system Health Checks to packaged pre-Release Upgrade testing services,
Odyssey has strived to address every issue clients may be faced with.
Future enhancements
Odyssey undertakes to regularly review our customer support strategy
and look to continuously improve quality, range of Support Services, expertise
and responsiveness. Odyssey will review its contact strategy to allow
end users to obtain better information via their preferred contact channel.
Over time the Support Services will provide extended global cover to ensure
Odyssey is able to meet the demands of our global client base.
Standard Services
Standard Support includes corrective, preventive and evolutive maintenance.
Corrective maintenance means incidents in the software which are resolved
in fixes and hotfixes delivered to the client. Preventive maintenance
is the delivery of pre-emptive fixes to counteract potential future problems.
Evolutive maintenance gives clients access to enhancements and additional
functionalities via new releases and versions of the software.
The standard service provides expert help on general and specific issues
related to the products through the Odyssey Service Centre. With teams
in New York, Lausanne, London, Singapore and Toronto, Odyssey Support is constantly at
your service to take your calls and mails and log the issue in our incident
database. Incidents that are not resolved immediately are escalated with
the appropriate follow-up by the support teams. Service Centre support
is available during local business hours, except for international bank
holidays, with the option to extend the hours as required.
Remote Support is provided as part of the standard support service. For
many clients, Remote Support is considered an efficient and very effective
way of solving issues they may encounter using Odyssey software.
Premium Services
Premium Support Services provide added support for your deployed Odyssey
solution. Premium support clients receive a number of services in addition
to Standard Support.
Support Account Management is delivered via a senior consultant who
is in regular contact with his or her support account clients. He or she
manages a global view on all the client's queries and monitors them throughout
the resolution process. The Support Account Manager is assigned to the
customer on a permanent basis.
With business becoming more global, there is a need for longer opening
hours. Odyssey Premium Support clients have the possibility to work with
our Service Centre for 24 hours/day.
Customised Remote Support Services goes a step further than the Standard
Remote Support Services in that client specific requirements are taken
into account to offer clients additional options and flexibility.
Also included are additional Training Credits that the clients can use
for training courses of their choice and additional Analysis Credits that
allow time to investigate new requirements.
Reporting Maintenance makes sure that your reporting remains operational
at all times and with your credit for reporting consultancy you can even
evolve their functionality. An Annual Health Check performs a complete
overview of the client's system, making it possible to anticipate any
future issues and make the necessary corrections proactively. Clients
of Premium Support Services have the possibility to subscribe to a fixed
price contract for upgrading from one version to another. Finally, regular
support reviews underpin the proactive troubleshooting approach adopted.
Optional Services
Optional Support Services are available in addition to the Standard or
Premium Support Services and increase the coverage of your support arrangements
in various areas.
Should a client wish to make use of Support Account Management (see
Premium Services) for only a limited period of time (e.g. upgrade), Odyssey
can provide this service as an option to our Standard Support Services.
Testing Services include regression testing for a new version of an Odyssey
solution on a replica of the bank's production system. Extended Release
support will give you continued support on ageing versions while you are
waiting to upgrade your software.
The optional Reporting Maintenance Services will ensure your client
reporting continues to be exactly as it should be; prompt, efficient and
precise. Interface Maintenance Services will ensure that integration with
other systems is fully supported and stays that way. Incidents may occur
at any time and for this reason the On-Call Support Services mean that
your incident is dealt with even outside the standard business hours.
Why not just let Odyssey administrate your database remotely? Odyssey's
database experts can examine your system from Odyssey's offices, avoiding
the cost of a visit.
