We understand the challenges of costly managed services and delayed project delivery. At Finative, we put your needs first, providing fast, high-quality solutions at a reasonable cost.
With a team of Backbase experts experienced in end-to-end project delivery, we are committed to delivering exceptional service with dedication and excellence.
Explore our Software Development Service Q&A to learn about our process, pricing, technology, and engagement models. Get clear answers to help you make informed decisions for your project.
Backbase Maintenance Service generally includes ongoing support to address bugs, deliver security patches, and ensure overall stability of the Backbase platform. It also covers improvements to performance and ensures compatibility with the latest browser versions and mobile operating systems. These services apply to standard components provided under Backbase licensing and are subject to the specific terms and service levels agreed in the support contract.
Backbase delivers updates through structured release cycles, which include major, minor, and patch versions. These updates are made available via their Customer Portal, and it is the client’s responsibility to review, test, and deploy them into their environments. While Backbase provides documentation and guidance, the actual implementation of the updates is typically managed by the client’s IT or development team, unless additional support is contracted.
Maintenance Services from Backbase do not cover customized components or code that has been altered or developed outside of the standard platform. Support is limited to the core modules and functionality as delivered under the official license. Any issues related to customizations are the responsibility of the client or the third-party vendor who implemented them, unless a separate support agreement has been established with Backbase to include such elements.
The response time for issues under Backbase Maintenance depends on the severity of the issue and the client’s support tier. Critical problems generally receive a faster response than minor bugs, and clients with premium support plans are entitled to shorter response windows. These timelines are defined in the Support and Maintenance Agreement, and Backbase aims to adhere strictly to the agreed service-level commitments to maintain platform reliability.
