SYSDE: especialista en soluciones financieras

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We make available for you a portfolio of services designed to provide you with a firm support. Our objective is to help you to keep in full operation your financial solution based on the SYSDE products, as well as to make it evolve to guarantee its value as a strategic asset of your institution.

The quality of SYSDE post-implementation processes has been certified according to the requirements of the international standards ISO 9001:2000.

A new paradigm of integration with the customer

The list of services to the customer represents the cornerstone of the model of SYSDE post-implementation services. This is a tool totally based on Web, which makes possible an environment of 24x7 attention, very easy to use, which does not make necessary to generate international phone costs whatever the customer's geographical location may be, and, of course, without the problems derived from the differences in local time. Through new facilities which are being progressively introduced, this new online tool allows:

To report new service incidences or requirements
To provide follow up to the active services in real time
To interact with the staff of the SYSDE Post-implementation Unit, remaining documented as part of an electronic file
To review your account statement and monitor the consumption of services according to the interests of your institution

The list will promptly be completed by the SYSDE 911 service, which will provide various of the services of the list in a Call Center shape.

Support policies

The support policies will grant you a systematic support to keep your SYSDE financial solution in full operation. When subscribing a support policy, you are sure that you will rely upon the specialized support of the SYSDE post-implementation staff when unforeseen events will occur, that might jeopardize the normal operation of the solution. This support presents itself in the shape of three coverage areas:

Correction of Errors: It consists in the attention to any error produced by the application. It does not apply to problems generated by an inadequate operation of the product
Consulting Attention: It is an answer to doubts about the correct operation of the system or its use to match the particular requirements of the business
Evolution of the Solution and Operative Optimization: It includes the development of punctual improvements of the SYSDE solution acquired by a customer with the product to satisfy new requirements or introduce operative improvements with an impact on the particular context of the organization

There are various types of support policies, the configuration of which will provide pre-determined limits of monthly consumption. Moreover, we offer custom-made policies to satisfy your particular support requirements.

Help desk

This is an option which allows to increment the advantages of a support policy. It specifically consists in assigning a consulting agent directly in the customer's premises in order to work as a first level support resource with ability to scale support solicitudes to the SYSDE Corporative Support Center.

Normative updating

The normative updating applies in the context of business areas where the legal environment, in which the customer's operation is being carried out, presents a tendency to strong variations. This is fairly natural in the operation of the retirement funds business, in which the institutions must adapt themselves to the legal regulation derived from circulars and other official normative documents issued by the regulating entities of the country where they are operating. The spectrum of possible solutions varies from subscribing conventional support policies to including an additional coverage for normative updating, through which SYSDE will guarantee to the customer that his financial solution will be 100% adapted to the regulative environment in force and within the time fixed by the authorities.

Preventive Maintenance Programs

Instead of reacting when facing problems, the philosophy of preventive maintenance consists in defining a calendar of preventive processes for the software, as well as for its operative environment. The maintenance program specifies when to carry out the technical recalibrations of the application and the data handled by it, the review of operative practice, the measurement of the installed capacity of the technological platform which supports the financial solution, and even the recalibration of the knowledge about the solution on the part of the staff using it within the institution, among other things. The Preventive Maintenance Programs are similar to the service the manufacturer of your car recommends according to the mileage run, or to the program of exercises prepared by your instructor in the gymnasium. In both cases, a schedule of preventive tasks will be defined to minimize the possibility of an unforeseen damage or a great impact.

Value-added Projects

This service allows to offer to our customers an option to meet their new requirements in an integral way through short term projects, characterized by a controlled investment and with an acceptable risk level. In this way, the customer has the option of implementing improvements of competitive character, to update the technological platform in parallel with the advance of the business practices, generate additional efficiency with an impact on the daily operation or satisfy recent requirements on the part of the customer's business partners or the entities involved in market regulation. These projects usually aim at solving a punctual business problem, typically incorporating a new functionality to the application originally implemented by SYSDE and keeping the concept of a "turnkey" solution. To reach an effective management of this kind of projects aiming at specific areas, SYSDE developed a methodology based on industrial practices, including the Unified Development Process, the application of the technique of cases in use for the management of requirements and the support of specialized tools. These projects will typically spread over some weeks, or a few months. Their execution is planed in 4 steps:

Conceptualization: Working together with the customer to identify the necessity to be met and the key characteristics of the solution expected
Elaboration: The requirements are detailed to make sure that the final solution will match the customer's actual expectations. Moreover, the technical architecture which will support it is planed and validated
Construction: The solution is developed on the base of the validated requirements and on the technological architecture established
Transition: Finally, the solution is transferred to the customer, small adjustments that may be necessary are carried out and the solution is put in operation

The spine of our projects is an adequate understanding of the customer's requirements. For this purpose, the SYSDE investigation and development staff created a specialized tool, known as SYSDE Requisite Modeler.

Said tool allows to support what is known as analysis of cases in use, which is a technique highly appreciated in the industry, used to understand in a structured manner the requirements of the business which gave origin to a project.

With the help of the SYSDE Requisite Modeler, our consulting staff manages to detect possible omissions and wrongly understood or deepened requirements already in early steps where it is easier to take corrective actions.

"On-site Expert " services

SYSDE offers you a family of specialized services which will enable you to rely upon an expert support in various moments of the life cycle of your financial solution. To mention some ones:

Training workshops: We have programs of knowledge transfer for persons who operate or manage our financial solutions. The range of possibilities extends from training on specific modules to the formal certification of the users to guarantee an optimum exploitation of the investment.
Product architecture: Through this service, we can cooperate with the technical staff of your institution to design new improvements or optimizations for your financial solution, identify mechanisms of integration with applicatives of third persons, or evaluate the unilateral adaptations carried out on the basis of the source code licensed, in such a way that the technical consistency of the solution is being kept.
Operative tune-up: It is a general validation and optimization of the SYSDE solution implemented in your institution . It includes not only a technical survey of the applicative and its parametrization, but also a systematic analysis to identify possible differences and risk factors accumulated after months or years of nonstop operation.

	Support Policies
	Help Desk
	Normative updating
	Preventive Maintenance Programs
	Value-added Projects
	On-site Expert

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