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Frequently Asked Questions

Overview Questions

 

What is the DNAappstore?

The DNAappstore is a public, online marketplace for collaborative innovation where DNA users can purchase DNAapps to extend their core platform.  It’s also a forum that allows developers to promote and sell their apps to the DNA community as well as spur interaction among clients, partners, and independent developers.  The store is publicly accessible, available for anyone to browse.  We want to make the sharing of ideas and innovation simple. Learn more about the DNA core platform and the DNAapp ecosystem on the Fiserv website.

How are DNAapps created?

DNAapps are created by Fiserv developers, DNA users, DNA resellers, third-party vendors and independent developers using the DNAcreator software development kit (SDK).  All DNAapps are validated by Fiserv before being placed on the DNAappstore to ensure they meet the same rigorous quality, safety and stability standards applied to our own Fiserv developed DNAapps. 

Why did Fiserv create the DNAappstore?

We want our clients to have the flexibility they need to continue to be successful. Our global industry changes quickly.  With increasing demands from regulators on the one hand and consumers and small business on the other, financial institutions must adapt or risk losing clients. DNAcreator and the DNAappstore promote the development and distribution of quick and efficient solutions, enabling banks and credit unions to differentiate themselves in the market, lower their development costs, speed up their enhancement timelines and improve overall business processes.

Is the DNAappstore unique in the financial industry?

Yes.  No other vendor offers a public, online store that enables developers and clients to share applications via an app store, creating a collaborative community for innovation and knowledge exchange.

 

Support and Sales Oriented Questions

 

Will Fiserv sell current SQR production source code on the store?

No, at this time Open Source will not be available on the DNAappstore, but may be negotiated through your Account Managers if a client expresses interest in a specific application.

What are the terms and conditions required at check-out (shopping cart)?

A check box at the time of checkout is used for the customer to approve/acknowledge that Fiserv will link this purchase to the FI's Core agreement through our normal SPO process. The Master Service Agreement name, number and date executed will be displayed in the terms and conditions. The maintenance charge however will be a flat 20% for all DNAapps purchased on the store regardless of what the FI's core agreement mentions.

What are the DNAapp delivery options?

In-house clients can download DNAapps directly from the DNAappstore. You will need to ensure your email servers are configured to accept emails from DNAappstore@opensolutions.com to receive the product delivery link and authorization key. When a data center client orders a DNAapp, a Compass Case is created and routed to the data center team to load the DNAapp into the client's test or production environment depending on the app version selected by the client. Data Center clients can purchase their own Test Environment for DNAapps if they do not already have one.

Can I save DNAapps in my shopping cart?

Yes. If you are logged in and have DNAapps in your check out bin, they will be stored so the next time you log back in you can complete the transaction.   

How are DNAappstore users authenticated?

Users are authorized by the user name/password that they currently use on the client Extranet.  Your Extranet users are authorized to purchase DNAapps from the DNAappstore. 

Is the DNAappstore password protected?

Anyone can browse the appstore, however, a password is required to purchase and download DNAapps, post reviews, and participate in the community forum.   

How can I reset my password?

Users who do not remember their password for the Extranet, Compass or DNAappstore can utilize the existing ‘Password Reset’ functionality available to them at resetmypassword.opensolutions.com. A link to this page is also available on the login screen of the DNAappstore. Clients can also call Client Care for additional assistance.

Where is my ‘Authorization Key’?   

Auth Keys are required to install paid versions of DNAapps into your production environment. You do not need an Auth Key to implement a trial version of a DNAapp into your test/stage environment. Auth Keys are generated each time an app is purchased. The auth key is included in the order confirmation email clients receive after each successful purchase order from DNAappstore@opensolutions.com. If you do not receive a confirmation email immediately after ordering a DNAapp, check your spam folder. If it is not there, make sure your email servers are configured to accept messages from DNAappstore@opensolutions.com and apache@www1701.lcgcommerce.com. If you still cannot locate the email, please see "What do I do if I do not receive the order email containing the product download?" answer below.  

How do I install a DNAapp?

If you are an In-House client, follow the installation instructions available within the "DNAapp" section of the DNA Help files. These files are available on the Extranet - sign-in required. Search Community Central for "DNAapp Installtion" for additional troubleshooting instructions and advice. 

If you are a Data Center client, a Compass case will automatically be created when you order a trial or paid version of a DNAapp and routed to the Data Center Team for installation. Data Center DNAapp installation typically takes two weeks, but this can vary depending on the complexity of the app, case load, and the responsiveness of the client and/or third-parties in the event the app requires client input or third-party integration. Please check Compass to track app installation status or contact your Client Care Manager. 

Please note, if you purchase a DNAapp, the Data Center will install it in your production environment. We encourage you to test all apps in your test environment before purchasing. You can do this by ordering the Trial Version of the app. All apps are free to try for 60 days.

Who supports DNAapps? 

Fiserv provides Tier 1 support for every DNAapp. Depending on the DNAapp, the app's developer may provide additional support that is coordinated through DNA Client Care. No matter the app, contact Client Care for assistance and we will help you resolve your issue.

Credit Process

Client accidentally purchased the App instead of the 60 day trial.  How can this be corrected?

A CPO needs to be processed, please work with your Client Partner to process this.

 

Testing trials in production environment

Can I download a trial app and test it in production/live environment?

At this time we don’t have that option available. Trials cannot be tested in production.

 

Downloading another Trial

Can I download another 60 days trial version once the previous trial has expired?

Yes, you can simply execute another trial of the app from the DNAappstore.

 

How can I access DNAapps downloaded by my Financial Institution?

Now you can access all DNAapps downloaded by your FI irrespective of the specific user who had executed the purchase / Trial.  The link to download app can be found under ‘My Downloadable Products’.

  • Log into the DNAappstore
  • Navigate to “My Account” (located in the upper right corner)
  • Click on “My Downloadable Products”
  • Locate the updated app and click on ‘Download’ link

 

Purchasing DNAapps at the DNAappstore

 

What payment methods are acceptable for the license of a DNAapp?

The only method of payment currently supported is an SPO from an authorized purchaser within your institution.

Can I use Blocks of Service Hours or Software Blocks to purchase DNAapps?

No. DNAapps cannot be purchased with hours from pre-paid blocks of hours. If you are interested in a DNAapp developed by Fiserv, there may be other options - contact your account executive for more information.

Can I use my Flex Credit to purchase DNAapps?

Generally yes, but flex credit terms can vary by client. Typically, flex credits can only be applied to DNAapps developed by Fiserv (as opposed to DNAapp developed by DNA clients, partners and resellers) and will only be applied to the license amount (as opposed to the maintenance amount). Data Center clients must purchase the license version of the app - the flex credit cannot be applied to the monthly billing option. To use your flex credit, purchase the DNAapp normally at full price via the DNAappstore and forward the order confirmation to your Account Executive asking that your flex credit be applied. Your Account Executive will work with our billing department to ensure the credit is applied to the license amount. Please verify your flex credit terms and available balance with your account executive before purchasing as DNAapp purchases are not refundable.

Will I pay maintenance on the apps I purchase on the DNAappstore?

Yes, a flat annual 20% maintenance charge will be included in your purchase for all DNAapps purchased on the DNAappstore.  

How will I know if a DNAapp is suitable for my institution? 

Try it and find out! Through our ‘Try before You Buy’ program, clients can download a "Trial Version" of most DNAapps at no charge and implement them into their test environment for up to 60 days.  If, after testing the DNAapp, you decide to buy, you will need to purchase the "Paid Version" of the DNAapp from the DNAappstore to obtain an ‘authorization key’ to run the DNAapp in production.  If you decide not to buy, there is no additional action required. 

What is the difference between the "License Price" and the "Data Center Monthly Price"?

Data Center clients can select either the "License Price" or "Data Center Monthly Price" when purchasing the Paid Version of most DNAapps. If you select the "License Price", you will be invoiced a single one-time License Fee as well as an annually recurring maintenance fee. If you select the "Data Center Monthly Price", a single monthly charge will be added to the regular monthly invoice you already receive from Fiserv for DNA and many of your other Fiserv solutions. The "Data Center Monthly Price" enables data center clients to spread the cost of a DNAapp out over the course of their DNA contract and consolidate their billing. The only difference between the "License Price" and the "Data Center Monthly Price" is the way your FI is invoiced - the software and the way it is installed is the exact same no matter which invoicing option you choose.

How do I report DNAapp defects or request an enhancement?

All DNAapps are validated by Fiserv to identify and correct defects before apps are made available to clients. Should you identify a defect, or would like to request an enhancement, submit a Compass Case the same way you would for other Open Solutions Division products.

How do I get the updated version of a DNAapp that I have trialed or purchased?

Occasionally DNAapps are updated to fix defects or add new features. Version information is available on the "Requirements" tab of every DNAapp as well as in each app's User Guide. Every client who has downloaded a Trial or Paid Version of an updated app will receive an email with instructions on how to access the updated version after the update has been posted to the store.

If you would like to download a Trial Version of the updated app, simply add the Trial Version to your cart and checkout as usual.

If you have already purchased the DNAapp and would like to implement the updated version in your production environment, do not execute another purchase transaction. Instead, log into the DNAappstore and navigate to "My Account" screen (located on the right side of the topmost menu after you log in). Click on "My Downloadable Products" and locate the app in the grid. Click on the grey "Paid Version" link that appears after the app name in the "Title" column. Use the authorization key you originally received when you first purchased the DNAapp to install it into your production environment. 

What release level do I need to be on to purchase DNAapps from the store?

DNAapps will work for DNA 3.0 (Released September 30, 2010) and higher. 

What happens to DNAapps when I install a new DNA release or system update?

DNAapps are designed to be forward-compatible with new releases of DNA. Nevertheless, Fiserv best practice recommendation is that you test your DNAapps in your test environment prior to installation with every new release of DNA.

What do I do if I do not receive the order email containing the product download?

You should confirm your email servers are accepting emails from DNAappstore@opensolutions.com and not being filtered as spam to ensure receipt for future purchases or trial transactions. The DNAappstore allows you to view your trial and purchase transactions and retrieve the product downloads along with authorization keys from the “My Account” page. Follow these steps to locate your product orders:

  • Log into the DNAappstore
  • Click on “My Account” located at the top of the page
  • Click on “My Orders” located in the menu on the left
  • Locate the order and click on “View Order”
  • The link to the product download and the authorization key is available in the “Items Ordered” section

In the event this information is not present within the DNAappstore, please contact Client Care at 1-888-443-5767.

 

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