Prophet Helpdesk

 

The Service Desk (Helpdesk) provides troubleshooting assistance to customers who experience problems with the Prophet suite of applications.  We provide support to customers experiencing issues with the applications that are either technical or actuarial in nature, in relation to the application(s).  Generally this extends to basic troubleshooting, installation assistance, licensing questions and error messaging.  We work to identify the causes of issues that are related to software defects; we also support where guidance on the functionality is required in order to improve the overall user experience.  In practice we handle a variety of cases where the questions range from error diagnostics, general information requests, usage tips and how to’s.  Support is provided to customers on supported application versions and supported operating system environments.  Some cases are identifiable as chargeable from the time logged and automatically passed back to the customer with a consulting recommendation, others take longer to investigate before being identified as requiring consulting expertise to resolve. We endeavour to provide resolutions/recommendations/workarounds where possible for most issues, but those better suited to consulting we will aim to identify the specific problem area via our standard workflow, before we pass the case to a chargeable team.

 

Where the standard support ceases and becomes chargeable, is the area where actuarial advice is required, or particular model coding advice / model development, is sought. The teams work to provide support to the product and its libraries, but are not able to advise a customer in the best practices for their modelling, modelling approach or product design.  Standard support also ceases where technical intervention is required relating to issues with a customer IT environment which are impacting the Prophet application, rather than the application itself being the root cause of issue. 

 

The support desk does not provide benchmarking tests across versions, regression tests,  support for performance issues, model optimisation, coding advice or training. Those areas all form part of our consultancy offering, as does making material changes or providing advice around user-defined model code. Additionally, while we do support Prophet within different environments, our standard support does not extend to virtual environment performance, licensing or burst into cloud.  Environmental issues (issues in a customer IT infrastructure that are causing problems with the Prophet application) are supported by our technical consultants through chargeable engagements.

 

The Product Service Desk is managed in a tiered model. Tier 1 is responsible for logging support tickets, gathering information, triaging issues and basic troubleshooting.  Tickets requiring additional investigation and product expertise are progressed to the tier 2 and 3 levels to resources with more advanced and specific subject matter expertise.

 

The team consists of a mixture of technical and product specialists, with some tier 3 support provided by those with an actuarial background of various levels of qualification.  We provide an application product service desk, thus there is a mixture of skills and application expertise required.  As our support is based around the application, the nature of our queries varies to questions that require an actuarial and technical understanding of the application and its uses, but does not cover actuarial advice or consulting.

 

We provide a variety of help and support documents on this website. Once you have logged in, you can also log cases with us directly via our Helpdesk Online service.

When you contact us for help with a problem, the following information will help us quickly replicate and resolve your problems:

  • The version and update of Prophet that you are using
  • The operating system that you are using
  • If relevant, the versions of 3rd party software you are using (e.g. Excel)
  • Precise details of the problem you are experiencing, including details of any error messages
  • The scope of the problem: for example, does it affect all users or all workspaces
  • Details of any attempts you have made to investigate or resolve the problem 
  • Any additional information that may help us diagnose or resolve your problem (e.g. run logs).

We kindly remind clients that they should refrain from sending any personal [i.e., policyholder] information to the Prophet Helpdesk or that they obfuscate personal information from the data they send to the Prophet Helpdesk.  If there are any concerns, please contact your local representative.

 

To contact us by email:

Please email us at the following address: prophet.helpdesk@sungard.com

For our hosted services and cloud services clients please use the following address: iworks.ms.support@sungard.com

 

To contact us by telephone:

For urgent issues, please call the following UK number: +44 (0) 1932 757555 or US Helpdesk: 888 770 1034

For our hosted services and cloud services clients please use the following UK number: +44 (0) 1932 757700

 

Thanksgiving, Christmas and New Year opening hours:

The US Prophet Helpdesk will be closed during Thanksgiving Day, 24th November 2016, for US customers.

The Prophet Helpdesk will be closed during Christmas Day and Boxing Day (26th and 27th December 2016), and also New Year's Day (2nd January 2017)