Support | prowide

Select

englishespañol

Services

Home

Support

We provide support services for all of our open source and comercial components based on a support level agreement (SLA) that may be adapted to meet your specific needs.

Product of scope:

Prowide's open source and comercial components.
Customer glue code; integration code directly coupled to component's API.

Service scope:

Bugs analysis, debugging and development of resolution code (this may involve components patch or workarounds).
Remote installation assistance for components updates and upgrades.
API usage analysis and code review.
Multiple users: you decide who gets support.

Support Protocol:
1) First contact is done by customer with email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it

2) Email is automatically posted to online tracking system and receive confirmation send to customer.

3) Within the first 24hs technical staff takes action and responds to customer according to:


Issue complexity
Reported problem
Action
Simple
Clear
Immediate workaround or bugfix assistance    
Simple
Not Clear
Ask for specific details regarding the issue
Complex
Clear
Workaround or bugfix schedule with in the following 72hs.
Complex
Not Clear
Scheduled Phone Support within 24-48 hours

4) Once the issue is open and the bugfix/workaround is being developed, technical staff may contact the client by chat and phone as needed (contact information of authorized customer staff should be specified).

Success Story - Bancaribe

Bancaribe, a major bank at Venezuela is running Prowide SWIFT Payments for its large value founds transfer. Prowide Software with a local partner, AIC Soluciones, integrated the solution to implement the banks' Real Time Gross Settlement application, satisfyiing the specifications of the Central Bank. A progressive project was conducted replacing existing SWIFT payments operations with Prowides implementation, including SITMES transfers and later on SWIFT Y-COPY messages. Bancaribe is a leading institution in Venezuela regarding technological improvements and is one of the first institutions to comply the Central Bank RTGS implementation calendar.

Success Story - Supercarga

Supercarga is a distribution platform of mobile prepaid credit entirely developed and maintained by Prowide at Argentina. The system drives credit flows from the agency down to the regional distributors up to the point of sell. When the sell is done to a final customer at the POS, a transactional operation is made through the Telephony company, and commissions and accounts through all the distribution network are updated. The system runs on a high performance server clusters with heavy concurrency loads. The platform has been on production for almost an year now and is processing millions on prepaid charges per month with thousands of POS across the country.

Success Story - WIFE

wife
The world’s most widely used open source SWIFT framework, with almost 20,000 downloads and several production deployments around the world including first-class financial institutions like HSBC (uk). Lightweight enough for simple SWIFT parsing and creation application, yet powerful enough for enterprise SOA SWIFT message management. WIFE was created by Prowide Software's founders back in late 2006, because there was a lack of information and open source software resources around SWIFT messaging. Since then the project didn't stop growing both in its functionality and maturity as well as in its global user base.

Web site based on Joomla (Free Software released under the GNU/GPL License).

Design based on GPL template by Red Evolution