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Support2020-02-11T08:22:14+00:00

FinDock Support Center

We are here to support you and answer your questions. We have gathered all our product guidance in the FinDock Knowledge Base and the API Reference Guide.

Knowledge Base

You can access our Knowledge Base after registering to read all technical documentation, user guidance, etc.

Access Documentation

API Reference Guide

The FinDock Payment API is used to submit single or recurring payments. The reference guide is for web developers and system integrators.

Learn more about our API

FinDock Support Center

We are here to support you and answer your questions. We have gathered all our product guidance in the FinDock Knowledge Base and the API Reference Guide.

Knowledge Base

You can access our Knowledge Base after registering to read all technical documentation, user guidance, etc.

Access Documentation

API Reference Guide

The FinDock Payment API is used to submit single or recurring payments. The reference guide is for web developers and system integrators.

Learn more about our API

If you can’t find what you’re looking for, please feel free to submit a question.

If you can’t find what you’re looking for, please feel free to submit a question.

Frequently Asked Questions

How to get started?2020-02-20T18:29:34+00:00

We have collected all the essential information you need to plan and install FindDock in our knowledge base.

Please begin by reading Getting started. This article covers the complete picture, from planning to final testing and roll out of a new FinDock implementation.

NOTE: Registration is required to access FinDock Knowledge Base.

Can I implement FinDock myself?2020-02-11T08:30:31+00:00

We constantly strive to simplify implementation of FinDock. However, as a platform solution for managing payments across potentially many different systems, implementing FinDock requires system integration competence and solid Salesforce skills.

Using an integration partner is highly recommended. We have many established partners to recommend.

FinDock also offers several expert consulting services to help you get maximum value out of FinDock. Contact our sales team to learn more about our partners and services.

How do I request a quote?2019-08-30T06:36:32+00:00

Please use our Quote Request Form to request pricing. We’ll make sure to follow up with within 24 business hours.

Where can I find pricing?2020-02-26T13:56:56+00:00

You can find pricing on our pricing page.

FinDock pricing is volume based. In addition to the base fee of €/£ 300, you only pay for the number of monthly active contacts you need. You can request a quote through this form.

What is an Active Contact?2019-08-30T06:38:26+00:00

A FinDock Contact equals a Salesforce Contact record. A FinDock Contact is counted as Active when a payment is inserted in a period of 1 months. FinDock may monitor and review Customer’s use of FinDock Contact subscriptions at any time through the Service.

What support is included?2020-02-10T15:54:11+00:00

GENERAL

Standard Support is included in all FinDock’s licenses. Users can submit cases over the Web. Users will be asked to provide their company name and contact information and each case will be assigned a unique case number.  

SERVICE AVAILABILITY

FinDock shall use commercially reasonable efforts to make the Services available 24 hours a day, 7 days a week, except for: (a) planned downtime or (b) any unavailability caused by circumstances beyond FinDock’s reasonable control.

In addition, the following items are explicitly but not limitative, to be considered beyond FinDock’s reasonable control: 

  • The Salesforce platform, excluding the Heroku services used by FinDock.
  • Any service or connection with a third party such as banks, payment service 

providers, BACS and BACS service bureaus.

RESPONSE TIMES

While FinDock strives to resolve issues as quickly as possible, please note that our response times depend upon the severity level (Level 1, Level 2, Level 3 or Level 4) of the issue. 

Actual resolution time will depend on the nature of the case and the resolution.  A resolution may consist of a fix, workaround or other solution in Findock’s reasonable determination.

STANDARD SUPPORT

Response Time

    • Prio 1: Response time within 4 business hours*
    • Prio 2: Response time within 8 business hours
    • Prio 3: Response time within 2 days**
    • Prio 4: Response time within 3 days

*Business hours = Local business hours (9.00 – 17.00 CET/CEST) excluding weekends and Dutch national holidays

** Days = Local business days exclude weekends and Dutch national holidays

Note: Response time applies to cases logged via the appropriate channels. See section “Logging a Case” below for details on logging a case.

LOGGING A CASE

Users may log a case as follows:

COOPERATION AND REVIEWS

FinDock must be able to reproduce errors in order to resolve them. We ask customers to cooperate and work closely with FinDock to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate.  Subject to Customer’s systems security policies, users may also be asked to provide remote access to their FinDock application and/or desktop system for troubleshooting purposes.

SEVERITY LEVELS

Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis.  Issues will be generally categorized and handled according to an assigned severity level, as follows:

Priority Description and Examples
Level 1 – Critical Critical issue, caused by a component of FinDock, that:

  • affects live production org and:
    • prevents collecting payments via time sensitive bulk collections and/or online payment processing
    • no workaround is available
Level 2 – High Issue, caused by a component of FinDock, that:

  • affects live production org and:
    • prevents importing files or causes negative impact on data integrity
    • no workaround is available
Level 3 – Medium Issue, caused by a component of FinDock, that:

  • affects live production orgs and:
    • affects PaymentHub functionality not mentioned in High and Critical issues
    • affects functionality mentioned in High and Critical issues and short-term workaround is available, but not scalable
  • affects sandbox orgs
Level 4 – Low
  • Information requested on FinDock’s capabilities, navigation, installation or configuration
  • Inquiry regarding a routine technical issue, in a component of FinDock, and reasonable workaround is available

Frequently Asked Questions

How to get started?2020-02-20T18:29:34+00:00

We have collected all the essential information you need to plan and install FindDock in our knowledge base.

Please begin by reading Getting started. This article covers the complete picture, from planning to final testing and roll out of a new FinDock implementation.

NOTE: Registration is required to access FinDock Knowledge Base.

Can I implement FinDock myself?2020-02-11T08:30:31+00:00

We constantly strive to simplify implementation of FinDock. However, as a platform solution for managing payments across potentially many different systems, implementing FinDock requires system integration competence and solid Salesforce skills.

Using an integration partner is highly recommended. We have many established partners to recommend.

FinDock also offers several expert consulting services to help you get maximum value out of FinDock. Contact our sales team to learn more about our partners and services.

How do I request a quote?2019-08-30T06:36:32+00:00

Please use our Quote Request Form to request pricing. We’ll make sure to follow up with within 24 business hours.

Where can I find pricing?2020-02-26T13:56:56+00:00

You can find pricing on our pricing page.

FinDock pricing is volume based. In addition to the base fee of €/£ 300, you only pay for the number of monthly active contacts you need. You can request a quote through this form.

What is an Active Contact?2019-08-30T06:38:26+00:00

A FinDock Contact equals a Salesforce Contact record. A FinDock Contact is counted as Active when a payment is inserted in a period of 1 months. FinDock may monitor and review Customer’s use of FinDock Contact subscriptions at any time through the Service.

What support is included?2020-02-10T15:54:11+00:00

GENERAL

Standard Support is included in all FinDock’s licenses. Users can submit cases over the Web. Users will be asked to provide their company name and contact information and each case will be assigned a unique case number.  

SERVICE AVAILABILITY

FinDock shall use commercially reasonable efforts to make the Services available 24 hours a day, 7 days a week, except for: (a) planned downtime or (b) any unavailability caused by circumstances beyond FinDock’s reasonable control.

In addition, the following items are explicitly but not limitative, to be considered beyond FinDock’s reasonable control: 

  • The Salesforce platform, excluding the Heroku services used by FinDock.
  • Any service or connection with a third party such as banks, payment service 

providers, BACS and BACS service bureaus.

RESPONSE TIMES

While FinDock strives to resolve issues as quickly as possible, please note that our response times depend upon the severity level (Level 1, Level 2, Level 3 or Level 4) of the issue. 

Actual resolution time will depend on the nature of the case and the resolution.  A resolution may consist of a fix, workaround or other solution in Findock’s reasonable determination.

STANDARD SUPPORT

Response Time

    • Prio 1: Response time within 4 business hours*
    • Prio 2: Response time within 8 business hours
    • Prio 3: Response time within 2 days**
    • Prio 4: Response time within 3 days

*Business hours = Local business hours (9.00 – 17.00 CET/CEST) excluding weekends and Dutch national holidays

** Days = Local business days exclude weekends and Dutch national holidays

Note: Response time applies to cases logged via the appropriate channels. See section “Logging a Case” below for details on logging a case.

LOGGING A CASE

Users may log a case as follows:

COOPERATION AND REVIEWS

FinDock must be able to reproduce errors in order to resolve them. We ask customers to cooperate and work closely with FinDock to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate.  Subject to Customer’s systems security policies, users may also be asked to provide remote access to their FinDock application and/or desktop system for troubleshooting purposes.

SEVERITY LEVELS

Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis.  Issues will be generally categorized and handled according to an assigned severity level, as follows:

Priority Description and Examples
Level 1 – Critical Critical issue, caused by a component of FinDock, that:

  • affects live production org and:
    • prevents collecting payments via time sensitive bulk collections and/or online payment processing
    • no workaround is available
Level 2 – High Issue, caused by a component of FinDock, that:

  • affects live production org and:
    • prevents importing files or causes negative impact on data integrity
    • no workaround is available
Level 3 – Medium Issue, caused by a component of FinDock, that:

  • affects live production orgs and:
    • affects PaymentHub functionality not mentioned in High and Critical issues
    • affects functionality mentioned in High and Critical issues and short-term workaround is available, but not scalable
  • affects sandbox orgs
Level 4 – Low
  • Information requested on FinDock’s capabilities, navigation, installation or configuration
  • Inquiry regarding a routine technical issue, in a component of FinDock, and reasonable workaround is available

Any questions left?

Contact Us