Turnkey’s focus is the success of our customers and thus we believe in providing comprehensive support for our solutions. Our support competencies allow our clients to focus on their core business, and are designed to help you increase application efficiency, reduce system downtime, drive high performance and extend application life.

Time and time again, professional software support and maintenance proves to be a must have for many, if not all, organizations, regardless of size. Our trained support professionals and subject matter experts give guidance to the client through on-boarding, utilization and trouble shooting. With our years of in-depth industry domain expertise, we work with the client to learn and understand their specific challenges and needs and help them every step of the way.

There are many support options available including technical and software support. By assisting in the resolution of technical issues with Turnkey software products, we aim to maximize the client’s utilization of our products with an immediate and sustainable return on customer investment. Our Software Support is a main point of contact for customers to provide feedback or questions regarding Turnkey products and their functionality, or about potential defects.

Our service delivery is unique in many ways some of which include;

Experience

Over 23 years of experience in executing complex mission critical programs for insurance companies across Africa comprising of diverse project engagements from replacing legacy core systems or greenfield deployments, for multi-country, multi-organization or single line of business companies across the insurance value chain.

Industry Knowledge

Our insurance domain knowledge accumulated over the years and our native understanding of the African insurance industry enables us to play a crucial advisory role to help our clients achieve their corporate ambitions.

Proximity to Market

Being close to our clients enables us to quickly respond to our client’s needs. Our unique position allows us to provide more collaborative services and create true partnerships with our user community.

Managed Services

Turnkey understands IT and has the in house expertise and capacity to manage our client’s IT landscape to keep their businesses running efficiently and effectively with little or no down time.

Annual Maintenance Contract (AMC)

TIER 1
(Bronze)

Tier 2
(Silver)

Tier 3
(Gold)

Phone, Email and Online case management

9×5 Availability

Remote Desktop

Minor Upgrades and Patches

Performance Tuning

24×7 Production Emergency Support

Functionality changes – 50 Man hours per year (post implementations)

On-site training 10 Man hours per year (post-implementation

Access to Service Relationship Manager (SRM) with minimum of $125K Annual Maintenance

Long-term, relationship based partnerships, including access to a SRM acting as the coordinator for all Turnkey resources and expertise required to ensure successful product support

Free Major upgrades (Exclusive of Implementation costs)

At the end of the warrantee period, our clients have the option of signing up for the Annual Maintenance Contract (AMC). On signing the Maintenance Contract, the client with a valid AMC, is entitled to our Support Services which are based on three maintenance levels – Tier 1 (Bronze), Tier 2 (Silver) and Tier 3 (Gold) – as outlined in the Maintenance Service Matrix.

Our commitment is to build strong and long-term strategic partnerships with our clients. We understand the need for insurers to put in place future proof, dynamic systems and processes in an industry that is constantly evolving and changing. Thus we do not only provide the software, but we also bring on board the market and customer insight we have accumulated over the years to help our clients to attain and maintain a competitive edge.

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