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BaseCap Standard Product Support

Support Area Standard Support Advanced Support
Platform    
User Access and Permissions    
Individual user access errors X X
Existing connection, data source, policy access issues X X
Advanced support for user (new or existing) permissioning including permissions assignment, group access management etc   X
     
Data Sources and Policies    
Creation of additional connection(s) X X
Report run error messages X X
New  data source setup   X
Policy creation   X
Policy mapping   X
Alert configurations   X
Additional Policy design and management   X
Creation of additional OCR data sources (see section below)   X
Creation of custom reporting and notifications   X
Advanced report investigation support (e.g. advanced results data analysis, problem/anomaly identification, rule enhancement suggestions)   X
Creation of custom queries for data aggregation and other data manipulations   X
     
Infrastructure & Updates    
Routine Platform updates including feature releases and fixes X X
Scalability adjustments of deployed Azure resources X X
Resource versioning and ongoing maintenance X X
Advanced networking, firewall, and other technical support for deployment based on customizations in your environment   X
New deployments   X
Changes to existing deployment   X
     
Azure Data Factory    
Data Delivery Pipelines    
Break/fix or error message resolution for data delivery pipelines created during implementation X X
Workflow error support X X
In-depth ADF cross-training for handoff to your team   X
Modifications to pipelines including but not limited to transformations, logic, scheduling, orchestration   X
Design and creation of new pipelines   X
Advanced pipeline investigation support (e.g. advanced data and transformation investigation, problem/anomaly identification, pipeline enhancement suggestions)   X
     
Document Products    
Doc2Data - BaseCap Solution    
Break/fix for implemented document models X X
Break/fix for implemented pipelines X X
OCR resource (Form Recon, Custom Vision etc) version updates X X
In-depth traning on OCR model setup, trainings document models for self-serve model management   X
Analysis and recommendations to improve scan accuracy    X
Implementation of any activites towards improving scan accuracy   X
New model creation (including model, associated pipelines, schema changes etc)   X
Additional field extractrion   X
Additional document identification   X
Logic changes to data transformations on fields extracted (existing and new data fields)   X
     
Doc2Data - Partner Solution    
Break/fix for implemented document models X X
Model updates *at discretion of model partner X* X
Additional field extraction to Platform X X
Customized waterfall logic   X
Updates to data transformation/cleansing processes   X
Updates/management of Loan Master combined source   X
     
     
Transformation    
Input/output source configuration error messages support X X
Mapping or dictionary configuration error messages support X X
Advanced Calculation or Custom Transform formula editing X X
Advanced Calculation or Custom Transformation formula creation   X
Creation of additional Transformations   X
     
     
User Training    
6 Modules of Training Sessions, delivered one time each, plus recordings X X
Custom user training sessions   X
New user live training post go-live   X

Standard support may be updated by BaseCap from time to time, upon notice to existing clients.

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Terms & Conditions

24 Hour Loan Due Diligence Guarantee

Guarantee Offer:
We guarantee a 24-hour turnaround time for performing a standardized diligence checklist and providing a certification for eligible loans. If we fail to meet this commitment, we will provide a credit for the affected loan on the client’s next loan submission. This guarantee timeline does not apply to exception resolution and subsequent reruns of loans.

Conditions & Exclusions:

This guarantee applies under the following conditions:

  1. Cutoff Times & Business Days:
    1. The 24-hour period begins from the time of submission, provided it occurs before the daily cutoff time as defined in the contract.
    2. 2.Submissions received after the cutoff time will be treated as received on the next business day, and the 24-hour period will begin from that point.
  2. Force Majeure & System Outages:
    1. This guarantee does not apply in the event of Microsoft Azure outages, broader cloud service disruptions, or any force majeure events beyond our control.
  3. Third-Party Dependencies:
    1. If document scans, data files, third party reports or other required materials are delayed due to our provider or an integration partner, the 24-hour clock will not begin until all necessary documents and data are received.
  4. Volume Spikes:
    1. If loan volume exceeds 30% of the rolling 30-day average, we reserve the right to temporarily suspend the 24-hour guarantee until processing volumes return to normal or are reflective of the new increased average.
  5. Exclusions & Modifications:
    1. We reserve the right to modify or suspend this guarantee at our discretion in the event of circumstances beyond our reasonable control.
    2. The credit applies only to the next loan submitted by the client and has no cash value.

By submitting a loan for diligence under this guarantee, the client acknowledges and agrees to these terms.