Continuing Service

With AFS, excellent service continues long after implementation.

AFS has a strong client support program, which not only includes continuing support for AFS solutions and a transparent process for changed and new releases, but also an assortment of ongoing meetings, workshops, and seminars that ensure we remain actively engaged with our clients long after implementation.  

Support you can rely on.

We design AFS solutions and our implementation process to mitigate issues before they are even a possibility, ensuring a smooth transition. However, because we know problems may occur, AFS has a formal process to identify, track, investigate and remediate customer issues. 

Our multi-tiered support model delivers consistent, excellent service to support banks’ business goals and technology needs:

• Business hours are supported via the Customer 1st (C1st)/Help Desk process via phone or online help hotlines. 
• AFS provides 24/7 support for production and end-of-day issues. 
• Holiday and weekend support can also be provided.

Additionally, AFS has a best-in-class support schedule that is based upon the severity of the incident reported by a client (critical, high, medium and low) with industry-leading guaranteed response times.

Working together for change.

In the event that a systemic change is required after implementation, AFS utilizes a robust and transparent change control process that includes working closely with the client on an initial assessment, detailed specification agreement, and cost parameters. Throughout the process, changes to the system impacting the client are documented, reviewed, approved, and tracked to ensure timely and efficient delivery.

AFS also remains actively engaged with clients on every aspect of a new release. Release timing and content is communicated well before the release. AFS schedules “early look” sessions with the client prior to the release to review key features. Timing for the release/patch delivery to the client is always based on a mutually determined schedule.

Get the support you need with AFS.

There’s a reason why our average client tenure is more than 20 years. Help when you need it, forums to voice your ideas, opportunities for education and networking: these are just some of the benefits of an AFS solution. Get all the support you need before, during, and after your Commercial lending transformation with AFS.