SUPPORT

Our products make a difference to our customers’ revenues and returns, which means that their expectations are high. 

The systems have to work all the time, they have to be accurate, they have to expand with client needs, and our support teams need to be able to answer often complex queries.

We have an expert team in place that enables us to meet these expectations.

Never-ending support

TIM Group support follows the sun.  Our knowledgeable staff can deal with requests from any other region when required, and are always ready to provide support in any of the 40+ countries in which we have customers.

Experts for clients that need us

Our real difference is that we are experts in what we do and truly understand our clients’ needs.  Our product managers, backed by our strong, in-house, quantitative analysis team, understand the businesses we operate in as well as many of our clients.  Whether you are an investor keen to understand your liquidity constraints, a portfolio manager looking to get the best from your broker community, or an administrator looking to win new business, we understand your needs and can help.

Application updates

Split between Boston and London, our developers release new versions of our systems into production every two weeks.  This means that even where big new features are required, we can release the most useful parts first and our users can benefit very quickly.

Uninterrupted operations

Our products use slave databases and redundant web servers to ensure that operating problems do not interrupt the service.  We have also implemented production-ready disaster standby centres in backup locations, which are fed in real time with the latest activity.

We also provide:

• Full training and implementation for new users
• Help pages and specific FAQs within the applications
• Downloadable user guides

We welcome your feedback and comments on all aspects of our systems and service.  Please contact us to share your thoughts.