FUSION OPTIMIZE

EXTENDED SUPPORT SERVICES

add hero image Services: Better, Faster, Safer

With Finastra solutions, you’ve chosen the platform and components that can transform your business to meet the challenges of today and the future.

Finastra Services helps you to get the maximum return on investment from your Finastra solutions, with better outcomes that are achieved faster and safer. We aim to reduce the total cost to achieve, time to value and total cost of ownership (TCO).

Click each icon for more information

2 FINASTRA Extended Support Services Fusion Optimize From Implementation to Upgrade

We use proven methods and processes to optimize the ROI and time to value from your chosen Fusion solution, in three evolutionary stages. We also offer expert verification and training for customers and partners, as well as premium engagement and managed services for customers that would benefit from them.

Click each icon for more information

NEW UPGRADE IMPLEMENTATIONS OPTIMIZE & EXTEND

FUSION ADOPT FUSION OPTIMIZE FUSION ADVANCE

FUSION ASSURE

FUSION KNOWLEDGE SERVICES

FUSION PREMIUM ENGAGEMENT SERVICES

FUSION MANAGED SERVICES

3 FINASTRA Extended Support Services Fusion Optimize Expert Customer Support Services, and Extended Support Services

Mitigate risk and increase business resilience

Banks and other financial institutions face To help you address the key challenges constantly changing business conditions, facing your business, Finastra has 10K driven by a combination of intense global developed a suite of additional support competition, tighter margins and greater offerings which compliment and extend Employees regulatory requirements. Technology can your existing support from Finastra. be a key enabler of success for , but the demands placed on ever more complex Optimize Your Finastra Experience IT infrastructure also lead to increased Every organization’s support 1100 business risk. requirements are different, with Ad Hoc Services changing needs at key times. With and Outsourcing Business Critical Support Professionals Banks need a robust business, able to Extended Support Services, you can Click Here Support respond effectively to change and disruption. customize the level of support to match Click Here Agility in the face of change is a key indicator your unique situation and increase it of success, as shareholders can see a 22% when you need more help. difference in stock price between a poor 30+ 1 response versus an effective response . • Business Critical Support. Coverage Countries The availability of IT applications and your outside of normal support hours and Support support capabilities are key components of during critical operational processes Enablement Support Level business resilience. • Support Level Upgrade. Increased Training Upgrade scope of support* Click Here 10+ Finastra Can Help You to Improve • Support Enablement Training. Click Here Years Average Tenure Business Resilience Helping you expand skills for your With decades of experience in the banking helpdesk industry, Finastra has a deep understanding • Ad Hoc Services and Outsourcing. of your business and technical requirements. Expert input when you need it No one knows more about supporting • China Extended Support Services China ESS Finastra applications in banks around (ESS). Chinese-language helpdesk Click Here the world. and onsite support

1Knight and Pretty (The impact of Catastrophes on Shareholder Value, Rory F. Knight & Deborah J. Pretty, Templeton College, University of Oxford) 4 FINASTRA Extended Support Services Fusion Optimize *Increased support for customers with versions in Sustaining and Technical support where available. Business Critical Support

Coverage outside of normal support hours Response at Any Time of Day Available** and during critical operational processes.

Our range of Business Critical Support End of Month options are designed to help you mitigate • Out-of-hours support for month-end processes the risks of service disruptions or • Immediate response to critical issues unplanned downtime outside of • Protect against operational risk Reduce Risk normal support hours. and emergency requests Extended Support Hours Public Holiday Support • Coverage for critical issues outside of • Support for critical issues on public holidays normal support hours • Pre-booked for specific dates • 24x5, 24x6 or 24x7 options available* • Protect against operational risk and emergency • Contractually committed response times requests Stand-by Support Pre-Booked End-of-Year Support • Weekend or out-of-hours support • Immediate assistance for critical Optimize TCO for critical issues year-end processing issues • Immediate response at any time of day • Support provided until issue is resolved • Insurance against the cost of • Mitigate operational risk at a critical time emergency requests Finastra Support played a key role in helping our “business meet tight delivery schedules. We have developed a strong business partnership with Finastra Support and its collaborative approach means issues are resolved quickly, so we can focus on strengthening the value Fubon delivers to customers.” Fredrick Fok First Vice President and Head * Treasury and Capital Markets products of Information Technology, are only eligible for 24x5 coverage Fubon (Hong Kong) Limited. ** Where coverage is pre-arranged by customer

5 FINASTRA Extended Support Services Fusion Optimize Support Level Upgrade Support Enablement Training

Increased Scope of Support Expand the skillset of your helpdesk

Our training packages equip your helpdesk to support your Finastra applications effectively. Upgrading your support level will Case Study Covering a range of scenarios, our support enablement packages help you to upskill reduce exposure to risk and A European bank with international your teams and equip them with all they need to respond quickly and efficiently. increase business agility. branches took out a Support Level Sample Packages: Finastra offers three support levels Upgrade for its Fusion Midas solution. • Helpdesk enablement before and after new implementations that change over time after the ‘general • Onboarding training for new helpdesk employees availability’ of your chosen solution. Customer Challenge • Refresher training for existing helpdesk employees Where available, a Support Level The customer needed to ensure there • Operational and troubleshooting training for helpdesk Upgrade makes it possible for you to was the necessary support available and IT support benefit from earlier, higher support to support their daily and regulatory • Tailored enablement based on case history analysis levels if needed, prior to a return to full requirements, and as well as their Standard support. migration to a new operating system.

Solution Finastra provided support to ensure the bank had sufficient coverage to satisfy local regulatory requirements. We also provided a compatibility patch to enable Improve Speed up Response Reduce People Efficiency Times Risk Minimize Fusion Midas to integrate seamlessly Upgrade Risk with the new operating system.

Benefits • Customer gained access to fixes for By having a customer-focused team, Finastra Support delivered a issues at additional severity levels, “high level of service quality, resolving issues quickly and providing ensuring appropriate support Increase Agility • Enabled operating system upgrade, sound technical advice. We have been impressed with the proactive reducing third-party support costs and approach taken by Finastra, and it drives our confidence that we can ensuring support for full tech stack respond effectively to the demands of the business. • Compliance with evolving SWIFT ” requirements and improved Mabel Lim operating efficiency Director of Global Markets & Investment Management United Overseas Bank.

6 FINASTRA Extended Support Services Fusion Optimize Ad Hoc Services and Outsourcing

Expert input when you need it. From occasional expert support to full outsourcing of specific activities, our ad hoc and outsourcing options help you reduce risk and sharpen focus on core projects.

Service scope depends on each customer’s specific needs. Typical examples where ad hoc services and outsourcing We currently use a Finastra support team, add value include: “eleven on site and four offshore, with • Helpdesk coverage for leave and absence responsibility for a range of activities • Augmenting in-house resource including helpdesk support, fix testing and • Support for customers with out-of-scope or project go-live support. This has been the non-core activities: - Helpdesk outsourcing best decision we’ve made, since it allows my - Patch testing team to focus on strategic initiatives - OS or database upgrades and move our business forward. - Customization support ” - Documenting procedures Refilwe Kekana Development Head IT, Standard Bank of

Focus Scarce Speed Up Response Reduce People Resources to Tickets Risk

7 FINASTRA Extended Support Services Fusion Optimize China Extended Finastra Services: Support Services Better, Faster, Safer

Chinese-language helpdesk Better Outcomes that are delivered effectively, and onsite support aligned with your needs and helping support business success. To meet the particular requirements of Efficient Chinese clients, we offer Chinese-language Support support both via an in-country helpdesk and Faster onsite at our customers’ locations. Time to value with industrialized processes, specialized tooling and Chinese-speaking hotline effective training and certification. • Support from 07:00-24:00 locally • Issues logged and managed to resolution Meet Regulatory Requirements Safer Onsite support Performance thanks to comprehensive • Available to Chinese experience, predictable commercials helpdesk customers and quality, as well as certified expertise. • Level 1 and Level 2 support in local language • Triage, case investigation, Mitigate Risk During To find out more about expanding your support troubleshooting and maintenance Time-Sensitive Periods please contact us at [email protected].

Case Study Find out about our customer’s success through expert support

Shanghai Pudong Development Bank Round-the-clock assistance from Finastra Customer Support helps SPDB ensure consistently excellent customer service.

Read the full case study

8 FINASTRA Extended Support Services Fusion Optimize Abot Finastra Corporate Headarters Finastra unlocks the potential of people and businesses in fi nance, creating a platform for open innovation. Formed in 2017 by the combination of 4 Kingdom Street Misys and D+H, we provide the broadest portfolio of fi nancial services software in the world today—spanning retail banking, transaction banking, Paddington lending, and treasury and capital markets. Our solutions enable customers to deploy mission critical technology on premises or in the cloud. W2 6BD Our scale and geographical reach means that we can serve customers effectively, regardless of their size or geographic location—from global fi nancial institutions, to community banks and credit unions. Through our open, secure and reliable solutions, customers are empowered to T: +44 20 3320 5000 accelerate growth, optimize cost, mitigate risk and continually evolve to meet the changing needs of their customers. 90 of the world’s top 100 banks use Finastra technology. Please visit fi nastra.com

Finastra and the Finastra ‘ribbon’ mark are trademarks of the Finastra group companies. © 2019 Finastra. All rights reserved.

GL 2359 / 1219