24/7 Global Support

We have created FraudAverse to be entirely configured to your exact needs. You may need a certain value to be highlighted when a threshold is reached, or if you need the layout of a page to be different, or if you have new data streams and other configuration changes. We will create these changes for you, and if applicable and you like us to, together with you on a video call. You become part of the customization process and you will ensure that you are getting a bespoke solution served.

When you find something in the FraudAverse service, being it from the actual software or its configuration, that you do not like or that you believe could be implemented better, we ask you to open a support ticket on our support portal. This allows you to explain the matter in detail, add screenshots or other documents, and we can call you back on a video call to discuss the matter with you. From the support portal you will also follow the process on how we rectify the issue for you. 

‍

For operational stability reasons, real-time processing is entirely separated from all other functions, such as investigation, configuration, and analytics. Also these components are isolated from each other, so that a failure in one component will not interfere with the others. We do treat partial failure of components or functions with the same diligence as production issues.

In the case that our systems and processes fail to keep a failure incident from happening, our alerting will have us work on it not after you notice it. Our support teams are part of the larger FraudAverse DevOps team and have hence access to all human and technical resources to resolve any issue quickly. You still have our 24/7 hotline to talk to us while we are working on the problem.

‍

Our support teams in 5 world regions “follow the sun” to monitor FraudAverse operation 24/7. We used advanced tracing technology and audited incident response processes to constantly check hundreds of health indicators. This preventive maintenance enables us to resolve most situations that can create failures long before the failure would occur.