Self-help guideUpdated 21 August 2008 Support ServicesSWIFT offers to its customers a worldwide support, delivered by a group of expert analysts. This service covers administrative, operational and technical matters. The Customer Service Centres are open 24 hours a day, seven days a week.
Our key communication channel for support is our website http://www.swift.com/support, which offers an integrated set of support services. You can also contact a support analyst by telephone, for critical situations or for additional information.
My profileMy profile allows you to configure your access to the support services and to maintain your information. Information such as updates to the BIC data, contact data, the billing profile, the shipping profile and your operational profile, must be maintained online through My profile.
Knowledge baseThe Knowledge base provides information about known problems and their solutions. It also includes frequently asked questions, suggestions, and technical documents. The information is organised in the form of tips.
Case managerThe Case manager allows customers to report a technical problem or a query to the Customer Support Centre. For each entry, a case number is assigned. Electronic updates are provided by the support staff. You have a complete overview of all cases with up-to-date status information.
Download centreLicensed customers automatically receive SWIFT software product releases and patches on CD. In addition, some patches and maintenance releases are also available on the Download centre, where they can be easily downloaded and installed.
Operational statusSWIFT continues to improve the availability of its network and its systems. If a major outage occurs on critical services, then information is directly provided on the operational status. This allows customers to understand the situation and to take appropriate actions.
DocumentationGeneral documentation about SWIFT products and SWIFT services is provided on our website. The documentation can be viewed online and can be downloaded for printing purposes or for further processing. The SWIFT software product documentation is also provided on the software product CD that is sent to licensed customers.
OrderingSWIFT continues to simplify its ordering processes. A wide selection of SWIFT products and SWIFT services can be ordered online to minimise the administration and to reduce the cycle times. Detailed information about the status of your orders is also provided.
Billing informationThis service describes the rules of SWIFT for billing and invoices. You can access the billing information for your company until 12 months in the past and you can also download it.
Translation serviceThis service provides a real-time, multi-lingual translation of swift.com. The pages are translated by a software that is configured with SWIFT-specific terminology. The English version of the web site remains the only official and legally binding version.
BIC OnlineBIC Online allows you to perform a quick lookup for the latest information in the BIC Directory.
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