Home › Support › FAQ

Frequently Asked Questions

Quick Answers to
Common Questions

Find fast answers to the most common questions about FFS platforms, services, deployment, and support — organized by topic.

Jump to Section

🌐FFS Platforms & Products↓🚀Getting Started↓⚙️Technical & Integration↓☁️Deployment & Infrastructure↓🛡️Security & Compliance↓💼Commercial & Licensing↓🎫Support↓

Platforms Covered

Topic Areas

30+

Questions Answered

Always

Updated

Human

Support Available

🌐

FFS Platforms & Products

What are the five FFS platforms?

FFS offers DigiXP (Unified Digital Experience Platform), CXLink (Customer Engagement Engine), DigiCase (Case Management), DigiCharity (Charity & Donor Management), and eMasraf (Digital Banking Suite). All five are built on the same unified DigiXP microservices architecture.

Do I need to deploy all five platforms, or can I choose one?

You can deploy any single platform or any combination. Each product is standalone and fully functional independently. They integrate seamlessly when deployed together thanks to the shared DigiXP architecture.

What types of organizations use FFS platforms?

FFS platforms serve banks and financial institutions, government entities, telecom operators, NGOs and charities, and large enterprises — primarily in the MENA region and internationally.

What is DigiXP and how does it relate to the other products?

DigiXP is the unified digital experience platform that serves as the architectural foundation for all FFS products. CXLink, DigiCase, DigiCharity, and eMasraf are all built on top of DigiXP — meaning they share the same API gateway, security layer, admin console (eCare), and data infrastructure.

Is eMasraf a replacement for our core banking system?

No. eMasraf is a digital experience layer that sits on top of your existing core banking system via API. You do not need to replace your core banking system — eMasraf integrates with it and adds digital channels, customer engagement, and product management capabilities.

🚀

Getting Started

How quickly can we go live on an FFS platform?

Timelines vary by platform and scope, but CXLink (SaaS) can be up and running in days. DigiCase and DigiCharity typically go live in 4–12 weeks. DigiXP and eMasraf deployments typically range from 8–24 weeks depending on integration complexity and configuration requirements.

What is the typical implementation process?

FFS follows an Agile phased approach: Discovery & Strategy → Architecture Design → Configuration & Build → Integration & Testing → Go-Live & Hypercare → Transition to Support. Our Professional Services team manages the full delivery with your team embedded throughout.

Do we need our own developers to implement FFS platforms?

No. FFS Professional Services handles implementation end-to-end. Many platform features are also configurable by business users using no-code tools, reducing dependency on technical teams post go-live.

Is training included in the implementation?

Yes. All FFS implementation engagements include administrator training, user onboarding, documentation handover, and recorded training materials. We ensure your team is fully enabled before we transition to support.

⚙️

Technical & Integration

How do FFS platforms integrate with existing systems?

All FFS platforms are API-first and integrate via REST APIs, webhooks, and pre-built connectors. We connect to core banking systems, ERP, CRM, payment gateways, identity providers, and third-party data sources. No rip-and-replace is required.

Do FFS platforms support Arabic language?

Yes. All FFS platforms fully support Arabic including right-to-left (RTL) display, Arabic content management, and bilingual (Arabic/English) interfaces — essential for MENA deployments.

What does 'no-code configuration' mean in practice?

Business users can build and modify scenarios, workflows, forms, surveys, and content using visual drag-and-drop tools without writing any code. This means your team can launch new digital services, campaigns, or case workflows in hours rather than weeks.

Can I build custom applications on top of DigiXP?

Yes. DigiXP is explicitly designed as a platform that empowers organizations to build their own applications on top of it — using the API-first microservices framework, eService builder, and the no-code page builder.

How does CXLink respond to customer events in real time?

CXLink uses an event-driven architecture. When a customer interaction occurs (login, transaction, complaint, survey response, etc.), CXLink detects the event, evaluates it against configured scenarios, and triggers the appropriate response — across any channel — within 60 seconds.

☁️

Deployment & Infrastructure

What deployment models does FFS support?

FFS supports SaaS (fully managed cloud), On-Premise (deployed in your own data center), and Hybrid (combination of both). You can choose your preferred model and migrate between them as your requirements evolve.

Is data stored outside the UAE or MENA region?

For on-premise and private cloud deployments, all data stays within your own infrastructure. For SaaS deployments, data residency options are available. Please contact us to discuss specific data residency requirements for your jurisdiction.

What cloud providers are supported?

FFS platforms are certified to run on AWS, Microsoft Azure, Google Cloud Platform, and private cloud environments. We work with Cloud Hosting Partners (CHP) who are formally certified to host FFS platforms.

What are the infrastructure requirements for on-premise deployment?

Requirements vary by platform and scale. FFS provides detailed infrastructure sizing guides as part of the Architecture & Platform Advisory engagement. Contact our team for a requirements assessment specific to your environment.

🛡️

Security & Compliance

How does FFS handle data security?

FFS platforms are built with enterprise-grade security including TLS encryption in transit, AES-256 encryption at rest, role-based access control, full audit logging, session management, and multi-factor authentication support. Security is built into every layer of the architecture.

Are FFS platforms compliant with MENA financial regulations?

FFS platforms are designed with banking and government compliance requirements in mind, including central bank guidelines in the UAE, KSA, and Kuwait. We work with clients to ensure platform configuration meets their specific regulatory obligations.

Where can I find FFS's Data Protection & Security policy?

Our full Data Protection & Security policy is available at ffscompany.com/data_protection_security — covering our commitments to confidentiality, integrity, availability, and incident response.

Does FFS undergo third-party security audits?

Yes. FFS platforms undergo regular security reviews. Our enterprise clients are welcome to conduct their own security assessments as part of due diligence. Please contact our security team to arrange an assessment.

💼

Commercial & Licensing

How is FFS software licensed?

FFS platforms are available as SaaS subscriptions (annual or multi-year), perpetual licenses (for on-premise), or hybrid licensing models. Pricing is based on platform, deployment model, number of users, and scope of features. Contact sales@ffscompany.com for a custom quote.

Is there a free trial or proof-of-concept option?

Yes. FFS offers structured Proof-of-Concept (PoC) engagements for qualified prospects — allowing you to evaluate the platform in a realistic scenario before full commitment. Contact our sales team to discuss.

What are the minimum contract terms?

Minimum contract terms vary by product and deployment model. SaaS subscriptions are typically annual. Perpetual licenses are one-time purchases with optional annual maintenance. Contact us for commercial terms specific to your needs.

Do you offer pricing for NGOs and government entities?

Yes. FFS offers tailored commercial models for non-profit organizations, charities, and government entities. DigiCharity in particular is designed for the non-profit sector with appropriate pricing. Contact us to discuss.

🎫

Support

What support channels are available?

FFS support is available via email (support@ffscompany.com), WhatsApp (+971 54 386 1486), telephone (+971 4 705 0341), and the online support portal. Enterprise and Dedicated tier clients also have named engineers and priority escalation paths.

What are the SLA response times?

Response times vary by support tier and severity level. Standard tier: critical issues within 8 business hours. Enterprise tier: critical issues within 2 hours. Dedicated tier: critical issues within 1 hour. Please contact us for full SLA documentation.

Is 24/7 support available?

24/7 monitoring and critical-issue coverage is available under Enterprise and Dedicated support tiers. Standard support is business hours only (Dubai time, 9AM–6PM).

How do I escalate an urgent issue?

For critical platform issues affecting production operations, contact us via WhatsApp (+971 54 386 1486) or call +971 4 705 0341 during business hours. Enterprise and Dedicated tier clients have dedicated escalation contacts provided during onboarding.

Can I upgrade my support tier at any time?

Yes. You can upgrade your support tier at any renewal period or mid-term by contacting your FFS account manager. Upgraded tier coverage typically activates within 5 business days.

Still Have Questions?