Premier Support
White-glove, 24/7 support for financial institutions that demand the highest level of service, responsiveness, and expertise.
Support That Matches Your Mission
For financial institutions running mission-critical workloads on FinStack+, standard support is not enough. Premier Support delivers a dedicated engineering resource, guaranteed response times, and proactive management of your platform environment.
Every Premier engagement begins with a comprehensive onboarding period where your dedicated engineer learns your infrastructure, integration points, and business priorities. This investment upfront means faster resolutions and fewer disruptions down the line.
Support Tier Comparison
See how Premier compares to our other support tiers.
| Feature | Premier | Business | Standard |
|---|---|---|---|
| sla | 15 minutes | 1 hour | 4 hours |
| engineer | Dedicated | Pooled | Pooled |
| reviews | Quarterly | Semi-Annual | Annual |
| monitoring | Proactive 24/7 | Standard | Business Hours |
What's Included
Every Premier Support engagement includes the following capabilities.
Dedicated Support Engineer
Your institution is assigned a named support engineer who knows your environment, configuration, and historical context. This single point of contact ensures continuity and accelerates issue resolution.
15-Minute Response SLA
Critical and high-severity issues are acknowledged within 15 minutes, 24 hours a day, 365 days a year. Our support team operates across global time zones to provide uninterrupted coverage.
Proactive Monitoring
Our platform continuously monitors your FinStack+ environment for anomalies, performance degradation, and potential failure points. Issues are often identified and resolved before they impact your operations.
Quarterly Business Reviews
Every quarter, your support team presents a comprehensive review of system health, incident trends, resolution metrics, and recommendations for improving your platform stability and performance.
Escalation Management
When issues require cross-team coordination, our escalation managers take ownership and drive resolution across engineering, product, and infrastructure teams. You receive regular updates until full resolution.
24/7 Global Coverage
Follow-the-sun support model ensures that a senior engineer is always awake and available. Weekend, holiday, and after-hours support is included with no additional charges or rate adjustments.
Ready for Premier Support?
Talk to our team about upgrading your support tier and giving your institution the white-glove service it deserves.