Our software support is an important product development component for our customers, enabling a dialogue between the users and our developers. Our support comprises the following options:
Our hotline is available to users by telephone and e-mail. The hotline team is the first point of contact for any type of questions and requests regarding our software products.
The ticket system RegTech OTRS allows customers to record their problems and requirements in the form of tickets and send them to the hotline. The advantage of the RegTech OTRS is that customers can log tickets and view the processing status of a ticket at any time. Customers can also attach files, such as anonymized test data, which help us reproduce errors reported by our customers in our own systems.
Customers are informed quickly about important changes regarding reporting, ad-hoc implementation dates and changes regarding the software via subscription mailing. Please contact us by e-mail to sign up for our customer notifications.
Releases, Patches and Hotfixes of our software products are provided to our customers for download in the Online Customer Area along with further information about release planning, licensable modules, change requests, user group information and software descriptions.
Our Wiki comprises the detailed user documentation for our Abacus products including user guides, release notes, data requirements, APNs and customer notifications, as well as the "Data Dictionary" – the comprehensive data model documentation of our software. The complete functional and technical documentation is continuously updated here and accessible to our customers in one central location.