Support & Training

Ongoing Support & Training for Long-Term Success

We stay committed beyond deployment, keeping your system stable, secure, and optimized with proactive guidance, SLA-backed support, and continuous training.
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Strategic & Technical Advisory
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Advisory
Expert consulting to strengthen your risk management framework,improve interpretability, and ensure full regulatory compliance.
Data Analysis
Identify insights and trends to support data-driven decision-making
Model Consultation & Evaluation
Refine model design, assess model accuracy, robustness, and compliance readiness, deployment strategies
Algorithm Annotation & Interpretability support
Clarify algorithm behavior and enhance explainability for transparency and auditability
Model Development
Develops and deploys models tailored to your operational data and performance goals
Customized Development
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Customization
Deliver customized solutions designed to fit your operational ecosystem, ensuring flexibility, scalability, and performance.
Functional Module Customization
Extend or modify core modules to fit specific business processes
Risk Rules & Parameter Tuning
Optimize rule logic and parameters for precise risk control
Interface & Workflow Configuration
Adapt interfaces and workflows to streamline user operations
Scenario-Based Logic Support
Implement logic tailored to real-world business and risk scenarios
Deployment-Specific Enhancements
Adjust features and components to match your deployment model
System Integration
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Integration
We enable smooth integration between your existing infrastructure and our solutions, ensuring data consistency, operational efficiency, and flexibility across deployment models
API and Service Integration
Connect systems and services for unified data exchange 
Channel and Scenario-specific Support
Adapt integrations to specific business channels and use cases 
Data Flow Orchestration
Clarify algorithm behavior and enhance explainability for transparency and auditability
Modular Deployment Adaptation
Automate and optimize end-to-end data movement 
Real-time and Batch Integration
Support both live and scheduled data synchronization
Data Migration
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Migration
We enable smooth integration between your existing infrastructure and our solutions, ensuring data consistency, operational efficiency, and flexibility across deployment models
Business Data Migration
Transfer critical business data with integrity and precision
Cleansing and Transformation 
Standardize datasets, align data formats for accuracy, usability and model compatibility
Data Validation for Scoring Models
Verify data accuracy to support model reliability
Downtime Minimization Planning
Execute migration strategies that reduce operational disruption
Implementation & Configuration
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Implementation
We deliver structured deployment and configuration services tailored to on-premises and private cloud environments, ensuring a secure, efficient, and consistent system rollout.
Onsite POC
Validate functionality and performance in your operational environment
System Provisioning
Set up and configure core system components for deployment readiness
Environment Configuration
Align environments to meet performance and compliance standards
Model & Rule Deployment
Implement and verify business logic and model configurations
Performance Enhancement & Update
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Performance
Our proactive services are designed to help enterprises stay ahead of potential issues, adapt to industry changes, and continuously improve system performance, compliance, and cost efficiency.
Dedicated Customer Success Account Manager (CSAM) 
A single point of contact providing strategic guidance and coordination across all support activities
Optimization Reports (Performance / Compliance / Cost)
Gain actionable insights for system performance, compliance, and cost
Industry Rule & Policy Updates
Stay current with evolving risk control regulations and best practices
Advanced Optimization & Implementation
Execute in-depth tuning and enhancement plans for sustained improvement.
Vulnerability Alerts
Receive early warnings and recommendations to address security vulnerabilities
Fast and Expert-led Technical Support
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Technical
We ensure rapid access to certified engineers for issue diagnosis and resolution. With tiered response management, remote troubleshooting, and clear escalation paths, you receive timely help when it matters most.
24/7 Call Center
Round-the-clock support for critical incidents
Online/Onsite Technical Support
Flexible delivery options based on your business needs
Software Maintenance & Defect Resolution
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Maintenance
We ensure rapid access to certified engineers for issue diagnosis and resolution. With tiered response management, remote troubleshooting, and clear escalation paths, you receive timely help when it matters most.
Software Defect Repair
Diagnose and correct errors to maintain system stability
Defect Monitoring & Alerts
Detect anomalies and notify teams for rapid mitigation
Update & Patch Delivery
Deploy validated updates to enhance security and performance
System Health & Optimization
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System
We help maintain optimal system performance through continuous health monitoring, configuration tuning, and data-driven optimization recommendations.
System Health Check
Identify potential risks before they impact performance
Configuration Optimization
Adjust parameters for stability and efficiency
Performance Diagnosis
Evaluate system metrics to sustain long-term reliability

Incident Response Aligned with Your Risk Levels

Our support engineers offer flexible service options, from weekday coverage to 24/7 availability.
Services are delivered through a remote support center, with escalation to onsite assistance when needed.

On-Premises Deployment

Private Cloud Deployment (BYOC)

Best For

Best For

Clients requiring maximum security and strict data governance (e.g., top-tier banks, government agencies)

Best For

Businesses seeking greater flexibility with lower upfront investment

Hosting & Deployment

Hosting & Deployment

Local deployment on physical or cloud servers, fully managed by the client

Hosting & Deployment

Cloud-based deployment in a client-dedicated environment, remotely managed by TrustDecision

Customization

Customization

Full customization, manual upgrades required

Customization

Standardized product upgrades, scalable and flexible

Deployment

Deployment

~1 week

Deployment

~3 days

Support & Maintenance

Support & Maintenance

Standard, Advanced, Premium & On-site support options

Support & Maintenance

Managed O&M with integrated deployment + Maintenance services

Data Ownership

Data Ownership

Fully owned and controlled by the client

Data Ownership

Fully owned and controlled by the client

Self Service

Ticket Submission

Email Subscription

FAQ & Documentation

Dedicated Hotline

Chatbot
(Coming Soon)

Technical Support

Severity & Response Time

Service Hours

Access to Support

Personnel

Case Handlers

Advanced Support

Dedicated Technical Manager

Dedicated Account Manager

Protection Guarantee

Architecture Support

Standard

Remote Standard Maintenance Services

Self Service

Ticket Submission

Email Subscription

FAQ & Documentation

Dedicated Hotline

Chatbot
(Coming Soon)

Technical Support

Severity & Response Time

L1 > 30 mins

L2 > 60 mins

L3 > 8 hrs

L4 > 24 hrs

Service Hours

8/5

Access to Support

Ticket

Personnel

Case Handlers

After-Sales Engineers

Advanced Support

Dedicated Technical Manager

Dedicated Account Manager

Protection Guarantee

Architecture Support

Advanced

Remote Advanced Maintenance Services

Self Service

Ticket Submission

Email Subscription

FAQ & Documentation

Dedicated Hotline

Chatbot
(Coming Soon)

Technical Support

Severity & Response Time

L1 > 15 mins

L2 > 40 mins

L3 > 4 hrs

L4 > 8 hrs

Service Hours

24/7

Access to Support

Ticket + Hotline

Personnel

Case Handlers

Senior Engineers

Advanced Support

Dedicated Technical Manager

Dedicated Account Manager

Protection Guarantee

Architecture Support

Managed O&M

Remote Managed O&M Services

Self Service

Ticket Submission

Email Subscription

FAQ & Documentation

Dedicated Hotline

Chatbot
(Coming Soon)

Technical Support

Severity & Response Time

L1 > 15 mins

L2 > 40 mins

L3 > 4 hrs

L4 > 8 hrs

Service Hours

24/7

Access to Support

Ticket + Hotline

Personnel

Case Handlers

Expert

Advanced Support

Dedicated Technical Manager

Dedicated Account Manager

Protection Guarantee

Limited

Architecture Support

Limited

Business hours: Every Monday - Friday, 9AM - 6PM

New Feature, Coming Soon

Achieve 40% higher Efficiency with AI Agents

Reduced manual effort and operational costs through automated operation and streamlined testing
Testing & Validation Agent
Ensures every model and rule performs safely at scale with automated testing, continuous validation, and real-time performance monitoring – minimizing risk before deployment.
Deployment Orchestration Agent
Streamlines and safeguards deployment with automated CI/CD, version control, and rollback management—ensuring consistent, compliant updates across all environments.
Configuration & Compliance Agent
Responds to incidents with automated recovery, intelligent workflows, and post-fix tuning – minimizing downtime and accelerating resilience.
Delivery Quality Assurance Agent
Evaluates delivery performance through KPI metrics, risk forecasting, and comprehensive reporting – ensuring quality and reliability across every stage.

New Feature, Coming Soon

Achieve 40% higher Efficiency with AI Agents

Reduced manual effort and operational costs through automated operation and streamlined testing
Monitoring Agent
Continuously detect anomalies, alert on threats and scores system health – ensuring always-on visibility and reliability for mission-critical operations.
Self-Healing Agent
Responds to incidents with automated recovery, intelligent workflows, and post-fix tuning – minimizing downtime and accelerating resilience.
Insight Agent
Transform operational data into strategic intelligence with root-cause analysis, forecasting, and dashboards – empowering smarter, faster decisions.
Customer Experience Agent
Coordinates multi-channel support with intelligent routing, knowledge retrieval, and performance analytics, ensuring faster resolution and continuous service enhancement.

Build In‑House Expertise Through Structured Learning Programs

To ensure your team can confidently operate, monitor, and optimize the system,
we provide ongoing training tailored to your needs, helping you building long-term in-house capability.

Business Training

Learn essential system operations through hands-on demonstrations, guided walkthroughs, and interactive Q&A sessions. Master tasks for daily workflows.

Operation Training

Designed for IT operations teams, this program covers everything to strengthen operational excellence and ensure system stability, security, and uninterrupted performance.

Technical Training

For development teams—training on architecture, module development, and integration to align the platform with evolving business needs.

Consult Our Expert

Let’s discuss your goals—whether it’s reducing fraud losses, improving credit approvals, or scaling risk management.

Get In Touch
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