Help center
How to get help from Finnosis, how we prioritise issues, and where to find product documentation.
Contact support
admin@finnosis.com
For questions and non-urgent issues. Include your institution, product and environment.
Production incidents
Use the support line in your support agreement for priority 1 issues.
Your delivery manager
For changes, upgrades and new requirements.
How we classify issues
| Priority | Meaning |
|---|---|
| P1 · Critical | Production down or customers cannot transact |
| P2 · High | A major function is degraded with no workaround |
| P3 · Medium | A function is degraded and a workaround exists |
| P4 · Low | Questions, minor defects and change requests |
Product guides
Installation & connection
Deployment with Docker, read-only database users, connecting the core banking system and bank systems, source check.
Administration
Users, roles and permissions, alert rules, notification channels, self-healing safeguards.
Operations guide
Daily routine, resolving and teaching Pulse, approvals, reports and exports.
Documentation is shared with customers through their support channel.
Common questions
Does Pulse change anything in our core banking system?
No. Pulse uses read-only database accounts and read-only endpoints. Automatic fixes are executed only through the bank's own approved scripts or runbook tools, for playbooks a manager has approved.
Which core banking systems does it support?
Profiles ship for Oracle FLEXCUBE, Temenos Transact, Infosys Finacle, TCS BaNCS, SAP for Banking and in-house systems. Database health works on day one. Business queries (day-end, postings, authorisations) are built in for FLEXCUBE and agreed during discovery for the others, against your release's data dictionary.
How does Pulse learn a fix?
When a person resolves an alert, they record the root cause and the fix and can choose to teach Pulse. A different person with approval rights must approve it. From then on, the same alert on the same system triggers that fix within the limits set.
What if an automatic fix does not work?
Pulse verifies recovery against the alert rule. If the metric has not recovered, the run is marked failed and the alert is escalated to the on-call team. Two failures in a row suspend the playbook.
Can we use our own sign-on?
Yes. Pulse has its own users, passwords, lockout and roles, and single sign-on (AD, LDAP, SAML or OIDC) can replace the password step during implementation. Roles stay in Pulse.