Client Services Access to Client Environments

At FundApps, we are dedicated to providing the highest support quality while ensuring consistent data confidentiality, integrity, and availability.

As such, there are certain actions we can (and cannot) take on your behalf. The following is a list of some of the work practices you can expect from us:

What we do

• We use secure virtual desktops to access client platforms.

• We provide a valid and unambiguous reason every time we log into a client environment (reviewable at any time in the audit trail).

• We may click the "Validate File" button to troubleshoot failed file validations

• We may download/export relevant files to conduct necessary analysis to troubleshoot unexpected behaviour (i.e. disclosure documents, positions and portfolio files). These files will only be downloaded to secure virtual desktops and destroyed when no longer required.

• We may create or edit Companies as part of the environment setup. Subsequent changes must be based on a written request from a client with administrator privileges.

• We verify all calls made to our support line are from legitimate users of our platform.

What we are unable to do

• We cannot create or edit any users (except the initial admin users when setting up the environment)

• We cannot create or edit any data overrides

• We cannot upload any files to client environments (except disaggregations & imported disclosures as part of the initial setup)

• We cannot interact with results, except when downloading already generated documents to support

• We cannot action any tasks, including approving any rules

• We cannot download any files from a client’s platform anywhere except a secure virtual desktop.