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TurnKey Lender Support Policy: Ensuring Seamless Technical Assistance for Customers

Technical Support Overview

TurnKey Lender's technical support is dedicated to delivering excellent service and resolving technical issues promptly. This support is available to customers with valid agreements and support fees paid for TurnKey Lender Software. Whether customers encounter operational challenges, usability issues, or seek guidance on functionality and configuration, the technical support team is equipped to assist. Furthermore, they can address documentation requests and enhancement suggestions. Technical support is primarily provided in English and through remote assistance, excluding on-site visits.

Problem Severity Levels and Response

The technical support team classifies issues into four problem severity levels to prioritize resolution. Severity Level 1 includes critical issues like service unavailability or data loss, demanding immediate attention. For Severity Level 2, which encompasses significant interruptions to critical functions, prompt resolution is crucial. Level 3 deals with minor disruptions, while Level 4 addresses general inquiries. Based on the severity, response times vary, ensuring timely and efficient support.

Escalation Matrix and Service Levels

For customers opting for Premium Plus support, an escalation matrix outlines response times for different severity levels. The response times range from one hour for Severity Level 1 to 48 hours for less critical issues. These service level agreements ensure that critical problems are swiftly addressed, enhancing the overall customer experience.

Service Level Standards and Availability

TurnKey Lender commits to providing services with a specified uptime percentage, ensuring that Authorized Users can access the platform for normal use. Scheduled maintenance windows are defined to minimize downtime, with exceptions for uncontrollable factors. The Service Level Agreements aim for a 99.00% availability standard, with detailed agreements available for reference.

Technical Support Problem Response Service Level

The technical support team acknowledges and responds to problems promptly to maintain service quality. As per the service level standard, 90% of problems are confirmed as received each month within the specified response time. This proactive approach ensures that technical issues are promptly identified, acknowledged, and addressed to meet customer expectations.

Access to Documentation and Knowledge Base

Customers with valid agreements have access to TurnKey Lender's comprehensive documentation, how-to articles, and knowledge base. These resources offer valuable insights, troubleshooting guidance, and best practices to enhance the user experience and optimize the utilization of TurnKey Lender software.

Enhancing Lending Processes with TurnKey Lender: A Comprehensive Overview

Introduction to TurnKey Lender

TurnKey Lender is a cutting-edge global platform designed to revolutionize lending processes for a wide range of consumer and commercial finance providers. Leveraging proprietary AI technology, this platform ensures precise credit scoring and enhances loan collectability, benefitting non-bank, embedded, and traditional lenders alike. By automating crucial stages of the lending lifecycle, such as loan origination, underwriting, servicing, debt collection, and reporting, TurnKey Lender empowers financial institutions to streamline their operations and drive efficiency.

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Streamline Loan Underwriting Process with TurnKey Lender's Advanced Software Solutions

Automate Your Loan Underwriting Process from End to End

TurnKey Lender offers intelligent loan underwriting software that automates the entire process from risk scoring to credit history analysis and monitoring. With end-to-end automation, users can benefit from instant scoring reports, a user-friendly workspace, and customizable decisioning rules. Streamlined document management further enhances efficiency.

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Revolutionize Home Improvement Financing with TurnKey Lender

Streamlined Home Improvement Financing Process

TurnKey Lender offers an end-to-end home improvement finance software solution that aims to revolutionize the way home improvement financing is handled. By utilizing AI-powered technology, the platform provides a lending automation system that allows you to close more deals on better terms while providing your customers with the opportunity to enjoy home improvements affordably. This streamlines the entire process, making it easier for both lenders and borrowers to navigate the complexities of home improvement loans.

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Empowering Smarter Loan Decisions with TurnKey Lender's AI-Powered Credit Risk Management Software

Revolutionizing Credit Risk Assessment

TurnKey Lender's AI-powered credit risk analysis software is designed to enable faster, more intelligent decision-making processes for lenders. By leveraging cutting-edge technology, this solution unlocks unmatched borrower evaluation accuracy for users across the board. With features like AI-powered decision accuracy, credit scoring flexibility, and suitability for all types of loans, this software offers a game-changing advantage in the market.

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Empower Your Lending Operations with TurnKey Lender's Comprehensive API Integrations

Seamless Integration Capabilities

TurnKey Lender offers a robust platform that goes beyond just preconfigured integrations and compatible banking systems. With a dedicated API Client, the platform enables seamless integration with your existing tools, enhancing the efficiency and effectiveness of your lending processes from end to end. This empowers you to leverage your preferred applications and systems without any disruption, ensuring a smooth flow of operations.

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