Support essentials. Fin-X Solutions

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Support essentials

Fin-X Solutions

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Fin-X Solutions Support Essentials Page 2

Table of Contents ... 2

1. Introduction ... 3

2. Manuals ... 4

3. Customer support ... 5

4. SLA for Support... 6

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1. Introduction

The Securities and Commodities Authority (SCA) is planning to adopt an XBRL based Electronic Filing Platform. This system will help companies listed on the Abu Dhabi Securities Exchange (ADX) and Dubai Financial Market (DFM) to file their annual and quarterly reports electronically and the platform will enable more efficient distribution, analysis and display of the filed information.

XBRL is a leading world standard for submission of financial reports. XBRL stands for Extensible Business Reporting Language. XBRL offers major benefits at all stages of business reporting and analysis by enabling producers and consumers of financial data to switch resources away from costly manual processes, typically involving time-consuming comparison, assembly and re-entry of data. It enables them to concentrate their efforts on analysis, aided by software, which can validate and manipulate XBRL information. A conventional report, which is in non-XBRL format, is converted into a standardized report where each and every piece of information is mapped to a particular definition. This definition is called the “Taxonomy” which is used for converting the non-XBRL reports to a standard XBRL document. This XBRL based electronic filing platform is called the X-Filing System [FIX]. The filing system consists of two components:

 Desktop based tool to generate XBRL documents and

 An electronic filing platform where authorized company users can upload these XBRL documents.

The platform allows for an assurance process by Auditors, confirming that the filed details are in line with the audited statements. This would be effective for financial reports which have been audited before submission.

This document explains the support facility provided by SCA in corporation with Fin-X Solution to help companies in UAE. This document contains key Email-IDs and details on various levels of support.

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2. Manuals

Users of the XBRL platform can download the manuals from the link given below. The user manuals provides an easy step-by-step information to use both the filing portal components as well as the desktop tool for the filing Companies. A separate section on FAQs provides additional information on specific usage problems which the User may encounter.

Manuals specific to your requirement can be downloaded from the facility given below. Please double click on the link provided. On double click a window will open seeking your approval to download the file. Click “Save” to save the file in your desktop/laptop. Note that you have to be connected to the internet and the system security enabled to allow you to download files. Please contact your Company’s IT Support in case of security restrictions.

Alternatively you could copy and paste the link in your browser. The file will get automatically downloaded into your default location or you could opt to save it in a location of your choice.

The original files are in pdf format and can be viewed with Acrobat Reader.

Adobe Acrobat can be downloaded from http://www.adobe.com/products/reader.html

Manual for Company Module Website http://www.xbrluae.ae/download/UserManual_Company.pdf Manual for Company Desktop tool, iFile http://www.xbrluae.ae/download/UserManual_iFile.pdf

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3. Customer support

Fin-X Solutions in cooperation with SCA will be providing a three level support 1) Level 1 – Email/Online Chat – Customer Support

2) Level 2 – Email (subject matter experts) 3) Conference Call.

1) Level 1: Fin-X Solutions has a trained support team the members of which are experienced in providing support to customers. They have undergone focused training in FIX – the XBRL enabled e-filing platform developed for SCA. Companies can Email any of their queries to Fin-X Solution. Please remember to mark a copy of the email to SCA as well. This will help SCA to keep track of your queries and to ensure that the response from Fin-X Solutions addresses your specific issues.

Fin-X Solutions uses Google’s online chat facility through its gmail servers. Our corporate account with Google allows our customers to connect with IRIS Business Services Ltd. (Fin-X Solutions is a fully owned subsidiary of IRIS Business Services Limited). With a gmail account (personal / business), you will be able to connect with IRIS/Fin-X over chat. Support Executives will be available online during UAE working hours to provide immediate support over chat. Fin-X will be providing a copy of the chat history to SCA for reference.

Email-id of Fin-X Solution and SCA are listed below:-

Email ID of Fin-X Solution [email protected]

Email ID of SCA [email protected]

2) Level 2: The Level 2 support provides companies, access to subject matter experts. While Level 1 Support team provides support for generic technical problems and issues, the second level support will give you access to XBRL and iFile Client experts. A specific subject matter query or issues of complex nature would be escalated by Level 1 support to Level 2 support. The Level 1 support will continue to route the queries and manage the response process.

3) Conference Call: In the event the support requirement needs direct interaction, Level 1 Support team will facilitate a conference call with subject matters experts. This will allow specialist to directly interact with companies. Conference details will be communicated to companies by level 1 Support Executive.

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4. SLA for Support

Service Level agreement (SLA) for support with SCA at various levels is given below. The SLA gives a fair idea about on an average response time for a query. However Fin-X Solution will endeavor to respond at the earliest possible time.

SLA of Level 1 48 hours SLA of Level 2 60 hours

Conference call Instant on confirmation

Chat Facility Instant on logging on and during UAE working hours

5. Escalation and Suggestion

In the event you have a specific requirement or would like to connect with some of the Project Executives, you may connect over email with the following personnel:

Level 1

Escalation

Rahul Dev Swarnkar Project Manager [email protected]

Level 2

Escalation Aurobindo Sarkar/Anand Padmanabhan Project Director/ Engagement Director [email protected], [email protected]

Level 2

Escalation

SCA official

Your suggestions and recommendations will help us improve the solution deployed. Please do not hesitate to connect with any of the Executives listed above.