DNAcreator / DNAapp Developer
Frequently Asked Questions

Overview Questions
Developer Questions
Posting DNAapps on the DNAappstore

Overview Questions

What is the DNAappstore™?

The DNAappstore is an online marketplace for collaborative innovation where all DNA clients can go to purchase DNAapps to help extend their DNA 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 through dialogue between clients, partners, and independent developers. The store is easy to use and accessible by anyone. We want to make the sharing of ideas and innovation simple.

Visit the DNAappstore FAQ for more information about the DNAappstore and the DNAapp consumer experience.

How are DNAapps created?

DNAapps are created using a software development kit (SDK) called DNAcreator™. DNAcreator is used by developers from Fiserv, our resellers, partners, clients and independent developers to build applications that extend the functionality of DNA. DNAcreator along with the DNAappstore offers capabilities that never existed before anywhere in our industry.

Why did Fiserv create an online application store?

We want our clients to have the flexibility they need to continue to be successful. Our 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 their markets, lower their development costs, speed up their enhancement timelines and improve overall business processes.

Is this unique in the financial industry?

Yes. No one else in core banking software industry is offering an online, public store that enables developers to share their applications via an appstore, creating a global community for collaboration and knowledge exchange.

Visit the DNA Integration & Collaboration page on Fiserv.com for more information about DNAapps, DNAcreator and the DNAappstore.

Developer Questions

Getting Started

Who can develop DNAapps?

Just about any organization can develop DNAapps, including DNA clients, independent third party developers, Fiserv partners and resellers. Fiserv developers also use DNAcreator to develop DNAapps.

What will I need to develop DNAapps?

A DNAcreator License Agreement signed by your organization's legal representative
A DNAapp Development Environment
A Certified DNAapp Developer on staff (someone who has completed the online training)

Start to finish, what are the steps involved with developing a DNAapp?

Have a legal representative from your organization sign the DNAcreator License Agreement

If you are a DNA client, you will be admitted within 24 hours
If you are a third party, we will contact you for more information

Download DNAcreator from the Dev Portal & set up your Development environment (or buy a VM from Fiserv)
Take the online DNAcreator training & complete the exam - you are now a Certified DNAapp Developer!
Submit your DNAapp Concept for review
Develop your DNAapp

Register your entities; if applicable, submit any API requests for review
Draft a User Guide for your app
Test your app and check it against the DNAapp Validation rules

Submit your DNAapp for Validation. Once your app passes validation, we will:

Provide you with an Auth Key to install your app in production DNA - enjoy your DNAapp!
Post your DNAapp to the DNAappstore - generate revenue from DNAapp sales!

Continue to maintain, enhance, & market your DNAapp

How do I start developing DNAapps, what is the first step?

Before you can do anything, someone from your company with the authority to sign legally binding contracts on behalf of your organization must sign the DNAcreator License Agreement. This is the very first step and can only be skipped if someone from your organization has already signed a DNAcreator License Agreement (for example, as part of your DNA contract), in which case you should submit a compass case requesting access to the DNAapp Development Center portal instead.

DNA clients who sign the electronic "click-wrap" using the link above are automatically admitted into the program and granted access to the DNAapp Development Central portal within 24 hours. From there, DNA clients can download DNAcreator, complete the training and start developing!

Resellers, alliance partners and independent developers must be approved to participate in the program. After they sign the DNAcreator License Agreement, we will contact them for additional information within five business days. If admitted into the program, we will grant them access to the DNAapp Development Central portal where they can download DNAcreator, complete the training and start developing!

If you are not a legal representative for your organization, be sure to have this person grant you Dev Access after they have signed the DNAcreator License Agreement. See How can I log into the DNAapp Development Center for more information.

Note: Third party developers may need to sign a separate Specifications License Agreement in addition to the DNAcreator License Agreement to develop certain types of integration apps. See Can I develop apps that integrate with third party solutions? for more information.

I've signed the DNAcreator License Agreement, now what?

Now that you've signed the contract, it's time to download the toolset, take the training and start developing.

If you are a DNA client, the legal representative who signed your DNAcreator agreement (using registration Option 2) will have access to the DNAapp Development Center (https://developer.opensolutions.com) within 24 hours. This person is now your DNAapp Developer Portal Company Admin and they can grant Dev Portal access to others by following the instructions available on the Dev Portal.

If you are not a DNA client, we will contact the legal representative who signed the DNAcreator agreement (using registration Option 1) within 5 business days to get additional information. Once we have admitted your organization into the program, we will make the legal representative who signed the agreement your DNAapp Developer Portal Company Admin. This person can then grant access to others by following the instructions available on the Dev Portal.

Anyone with access to the Dev Portal can download the DNAcreator toolset by clicking the "Download Toolkits" link as well as access the online self-paced Training and other resources. See Start to finish, what are the steps involved with developing a DNAapp? for additional information.

How can I log into the DNAapp Development Center (aka Dev Portal)?

You must be granted access to the Dev Portal before you can log in with your Open Solutions User Account credentials (these are the same credentials used for Compass & the Extranet).

To get access, a legal representative from your organization must first electronically execute the DNAcreator License Agreement. Upon approval, this legal representative will be granted access to the DNAapp Development Center automatically as your DNAapp DevPortal Company Admin (provisioning typically takes 24 hours).

Your DNAapp Developer Portal Company Admin can log into https://developer.opensolutions.com using his/her Open Solutions User Account (Extranet/Compass) credentials and Grant Dev Access to other individuals within his/her organization. You must have a valid Open Solutions User Account before anyone can grant you access to the Dev Portal - see the Registration page for more information. It usually takes 24 hours to provision access.

Your DNAapp Developer Portal Company Admin can grant dev portal access by following the instructions in the "Developer User Guide" that is accessible under the "Resources" pane after logging into the Dev Portal.

Once admitted into the program, your organization can change who the DNAapp DevPortal Company Admin is as well as designate additional / back-up Company Admins. Simply have your existing DevPortal Company Admin submit a compass case with the request.

Who can take the training to become a Certified DNAapp Developer?

Anyone from an organization that is successfully admitted into the DNAcreator program can take the online DNAcreator Training course to become a Certified DNAapp Developer. Individuals, not their organizations, are certified upon passing the course exam and remain certified if they change employers. Individuals from DNA clients, resellers, alliance partners and independent developers have all completed DNAcreator Training and/or hired Certified DNAapp Developers to develop DNAapps for their organizations.

How do I sign up for DNAcreator training?

We are in the process of transitioning DNAcreator training from the classroom to the internet. Everyone who has access to the DNAapp Development Center portal will have access to this self-paced training. To access the available training modules, log into the DNAapp Development Center and visit the "Training" page.

Can I develop a DNAapp without being a certified developer?

Yes, but Fiserv will only accept DNAapps submitted by Certified DNAapp Developers employed by organizations that have signed the DNAcreator License Agreement. Therefore, while you could develop a DNAapp without passing the DNAcreator training exam, you will need a Certified DNAapp Developer on staff in order to submit the app for validation. Plus, in order to access the DNAcreator toolkit, a legal representative must sign the DNAcreator License Agreement first.

Furthermore, each organization with apps on the store must always have at least one Certified DNAapp Developer on staff for support reasons. If you do not maintain a Certified DNAapp Developer on staff, Fiserv will take over ownership and support of your DNAapps along with all future and ongoing license and maintenance revenue.

With training now available online, we recommend that all interested developers complete the self-paced DNAcreator training class and exam to become certified.

Can I hire someone else to develop a DNAapp for me?

Yes, but it will be their app.

For example, you could engage our Custom Solutions group to build a DNAapp for you, but Custom Solutions will retain ownership of the app including any revenue generated from its sale as well as the responsibility to support and maintain it going forward. If you require a change to the app after your engagement is complete, you will be beholden to the app developer's availability, which could be zero.

If you want to maintain complete control of the app or expect to develop more apps in the future, we suggest you become a DNAapp Developer. But if your organization does not have the resources or is only interested in making a single app that won't change much, then hiring a DNAapp Developer is a great way to turn your ideas into reality!

In addition to the Open Solutions Division Custom Solutions group, you are welcome to contact any of our certified DNAapp Developers to build a DNAapp for you. Visit the DNAapp Developers page to find a list of DNAapp Developers with apps currently on the store. You can also post your DNAapp ideas to the II wish I had a DNAapp for that! DNAappstore Community Forum message board to see if any developers might pick it up. And finally, we always recommend searching the DNAappstore and speaking with your Account Executive before pursuing any type of app development to see if there are any existing solutions that can meet your needs.

Note: Fiserv does not broker or mediate app development engagements with any of our DNAapp Developers. If you hire a DNAapp Developer, the arrangement will be between you and the DNAapp Developer, not Fiserv. Fiserv will only interact with the DNAapp Developer for all things related to the app, including its development, validation, support, maintenance and any royalty payments generated through its sale.

Program Charges

What are all the charges associated with this program?

DNAcreator	Client	Reseller	Alliance	Independent
DNAcreator Tool	$0	$0	$0	$0
DNAapp Developer Certification Training (one time charge)	$0	$0	$0	$0
DNAcreator Development / Test Environment VM* (one time charge if needed + 20% annual maintenance)	$2,500	$5,000	$2,500	$5,000
DNAapp Annual Validation Support (unlimited app submission)	$3,500	$3,500	$2,000	$7,500

*Note: These fees are all subject to change at any time and test environments for Data Center clients may have separate pricing that is negotiated directly with the Data Center.

How much does it cost to have a DNAapp validated?

The cost of validation is included in the DNAapp Annual Validation Support fee and must be paid when you submit your first DNAapp for validation. The fee is annual, during which time you are welcome to submit as many apps as you'd like for validation - there is no extra charge for multiple submissions. You must pay the annual validation fee every year you have a DNAapp on the DNAappstore, starting with your first DNAapp validation submission.

Writing DNAapps

How does my institution get a DNAcreator development / test environment?

While it is common for Financial Institutions that run DNA 'in house' to have a test environment, many Data Center clients and third party developers do not. Therefore, as part of this program, any client, reseller, alliance partner, or independent developer can purchase a DNAcreator development / test environment to aid their app development efforts.

The environment is delivered as a virtual machine (VM) and is updated with major releases of DNA. You will still need a DNAcreator compatible integrated development environment (IDE) and supporting software, such as Microsoft.Net, StyleCop, and Oracle Client.

Data Center clients have the option of purchasing their own Test Environment that has their own unique data on it for $5,000 and $500 a month thereafter or they can purchase access to a shared database for $1,000 and then $100 a month going forward.

If you are ready to purchase, have an authorized purchaser send an email to DNAapp.devprogram at opensolutions.com with your request, stating that you agree to the fees. If you are a DNA client and would like additional information, please contact your Account Manager. Partners should contact their Alliance Manager and independent developers can call 800-872-7882 or email DNAapp.devprogram at opensolutions.com for additional information.

Do I need to purchase a separate DNAcreator development / test environment (VM) for each of my DNAapp Developers?

No. You only need to purchase a single DNAcreator development / test environment. For organizations with multiple developers, we recommend imaging this environment to create isolated development environments for each of your developers. Throughout the DNAcreator online training course, you will need to recycle the DNA services or modify files - this can cause some conflicts in shared environments - therefore, we recommend dedicated development environments for training purposes. You may also want to create one or more shared environments for app testing purposes. The use of VM snapshots can be helpful during the training and development processes as well.

What is Concept Review and is it required?

Concept Review is a process whereby DNAapp Developers submit their DNAapp ideas to Fiserv for feedback prior to development. Concept Review is required for all DNAapps. It allows us to make sure no one else is working on a similar idea, identify potential issues before they arise, and supply enhancement ideas to make your app more marketable. During the process, Fiserv Product Managers and technical experts review your formal DNAapp Concept Review Document and identify any potential dependencies, like Bridge Apps, that might impact the development of your app. DNAapp Developers must identify all embedded software and third-party integrations within their Concept Review Documents and supply documentation that supports their ability to use and/or integrate with the third parties.

You can find the DNAapp Concept Review Document template by clicking the "Knowledge Center" link within the DNAapp Development Portal.

Will DNAcreator work with all core release levels?

Yes, DNAcreator will work for DNA 3.0 (Released September 30, 2010) and all subsequent releases. Users of releases prior to DNA 3.3 will have to download an app installation program (DNAapp Console) from the Community Forum. The installation program is included in DNA 3.3 and beyond.

How do I get updates and/or releases of DNAcreator?

DNAcreator product updates and releases are available for download from the DNAapp Development Center. DNAapp Developers are required to upgrade to the latest release of DNAcreator. Subscribe to the News & Announcements DNAappstore Community Forum to keep abreast of release announcements and other important news.

Can I embed third party software into my DNAapp?

Yes, you are free to integrate third party data, software, content and resources into your DNAapp as long as it's not Open Source Software. You will need to list all of the software embedded in your DNAapp on your DNAapp Concept Review Submission Document. And when you are ready to submit your app for validation, you will need to include documentation that demonstrates you are authorized to use and distribute the software. The license terms governing the embedded software cannot prohibit, restrict, or otherwise limit our ability to distribute the DNAapp.

It is the responsibility of the DNAapp Developer – not Fiserv – to ensure your DNAapp does not infringe upon any third party copyrights, trademarks, patents or other intellectual proprietary rights.

You can learn more about the specific rules governing embedded software in DNAapps by reviewing the Validation Rules available within the Development Center portal.

Can I develop apps that integrate with third party solutions?

Yes, you can develop DNAapps that integrate with third party solutions as long as you attain prior written consent from Fiserv and provide Fiserv with written approval from the third party. Of course, if you are the third party, you need only attain our written consent.

You can attain consent from Fiserv by submitting a DNAapp Concept Review Submission Document. You must clearly describe the integration approach in your submission. The DNAapp Concept Review Submission Document template is available within the Development Center portal. Only approved DNAapp Developers can log into the DNAapp Development Center, so if you're thinking about developing an integration app, you must sign the DNAcreator License Agreement first - see the Getting Started section for more information.

Before we will approve your app, you must prove that you have permission from the third-party to integrate with their solution. You can provide the necessary approvals as part of your DNAapp Concept Review submission or as part of your validation submission. If the documentation is not sufficient, your app will not be approved.

Note: During concept review, we will determine if your DNAapp requires a separate Bridge App to standardize communication between DNA, your DNAapp, and/or the third-party solution. If your DNAapp leverages DNA APIs to interface (directly or indirectly) with a third-party solution; is similar to an existing Fiserv interface; or otherwise provides similar business value to an existing Fiserv solution, it may require a separate Bridge App. If so, users of your app, including the developer, will need to purchase the relevant Bridge App from the DNAappstore before your DNAapp can be installed.

Note: Third party DNAapp Developers may need to sign a separate Specifications License Agreement (SLA) with Fiserv in addition to the DNAcreator License Agreement before we can share certain proprietary information required for app development, like our API specifications. Some third party app developers, including many of our Alliance and Reseller partners, already have SLAs in place that constitutes written consent to proceed with an integration app - check with your Fiserv Alliance Manager to confirm and include this information in your DNAapp Concept Review.

Posting DNAapps on the DNAappstore

What is the DNAapp validation process?

The DNAapp validation process is designed to ensure the safety and stability of DNA and your app for all DNAapp users, including the app developer. Furthermore, the validation process ensures the app conforms to Fiserv coding and quality standards so that all app users can have a consistent, world-class experience that conforms with expectations.

During the validation process Fiserv will validate and review the following items and more:

Check the application functionality to confirm that it matches with what the documentation says the app does
Ensure certain programming standards are followed
Review the app run-time
Review the source code for fraudulent or malicious intent with the software
Review documentation for understandability and completeness
Review installation and un-installation process

For a complete list, please review the validation checklist on the DNAapp Development Center portal. Please note that the validation criteria changes over time, including between DNAcreator releases - we encourage developers to check for updates before they begin development and again prior to submitting the DNAapp for validation.

Who can submit DNAapps for validation and how do I do it?

Only organizations that have signed the DNAcreator License Agreement and have a Certified DNAapp Developer on staff are allowed to submit DNAapps for validation. Only those individuals who have completed the DNAcreator training exam (Certified DNAapp Developers) are allowed to submit DNAapps for validation.

Certified DNAapp Developers can submit DNAapp validation requests directly from the DNAapp Development Center portal with all the required materials. Make sure to review the Validation Checklist (available on the DNAapp Development Center) prior to submission. Be sure to put "DNAapp validation request - [DNAapp name]" in the case summary field.

After you have submitted your request, you can log into Compass Self Service to update your DNAapp validation request with additional information as needed using the case number generated upon initial submission. Once your app has been approved and posted to the DNAappstore, you should submit a new validation request for each new version of your app. There is no need, however, to create a new case for each back-and-forth iteration within the same app version validation cycle. You can use the same case number up until that version of the app has been approved and posted to the DNAappstore. Any updates made after posting (a new version number) should be submitted as a new case via the Dev Portal.

Is there anything I need to do before I submit my app for validation?

Yes. Before you even start developing your DNAapp, you should submit a DNAapp Concept Review Document. If you did not, it may delay validation and could result in rejection.

Furthermore, you must register your entities before you submit your app for validation, and if applicable, submit any new or modified APIs for review too.

Finally, you should check your app against the latest version of the Validation checklist before submitting your app for validation and correct any violations. This will ensure a speedy validation.

The Concept Review template, entity registration template, API review template, validation checklist and more are all available on the DNAapp Development Center portal.

What do I need to include when I submit a DNAapp for validation?

The following is a list of the items that are typically required for DNAapp validation submissions. DNAapp Developers should check the Validation Checklist on the Developer Portal for an up-to-date list as well as for any items that might be specific to their DNAapp.

DNAx file
Source code
Any additional required components if applicable
Application documentation, which may include:
- User Guide or other pertinent documents
- Proof of license for any embedded software or permissions for third-party integrations
Test results / output samples
Marketing materials (optional)

How long does the validation process take?

Validation times vary based on the size, quality and complexity of the app as well as the number of apps in the validation queue and our resource availability. We aim to turnaround validation submissions within approximately 4-7 business days but it can take longer.

If your app fails validation, we will notify you of the specific validation failures. You will need to address each failure and resubmit the app. It is possible that your changes result in other failures, so please be sure to review your app prior to resubmission.

If your app fails validation, it will go to the back of the line, so we strongly encourage you to thoroughly test your app and correct any validation rule violations prior to submission. This will speed up the validation process substantially.

As apps increase in size and complexity, you should expect the number of validation failures to grow before the app is fully approved. Most new developers should also expect their apps to fail validation their first time - this is a normal part of the learning process.

The amount of time it takes for a Developer to address failures and resubmit the app is completely dependent upon the developer, therefore it is impossible for us to provide an estimate about when your app will pass validation.

To reduce validation failures, make sure you submit a Concept Review before you begin development and use the most recent version of DNAcreator once you start coding. You should also review the validation checklist before you start development and each time before you submit the app for validation.

Check the Development Portal for additional resources that may assist with the validation process.

Can I use a DNAapp that I developed with DNAcreator for my institution without validation?

No, but you can run the DNAapp in your test environment prior to validation.

Upon successful validation, we will provide you with an Authorization Key (Auth Key) which is required for the DNAapp to run in your production environment.

If you make any changes to the app after it has passed validation, you will need to submit the updated app for validation. Each version of the app must pass validation before you can use it in production. This ensures the safety of the app for all users, including the app's developer, and allows us to share the updates with all DNA users via the DNAappstore.

What is the expected time that it will take to get the 'authorization key' for a DNAapp?

We provide DNAapp developers with an authorization key for their apps after successful completion of the validation process. Except in special circumstance when Fiserv is providing maintenance on the app, app developers don't have to purchase their own apps from the DNAappstore. They will receive their authorization key directly from Fiserv via Compass, allowing them to put that specific app into their production environment as soon as it has been successfully validated and prior to posting to the DNAappstore.

To get an auth key for an app you did not create, you would need to purchase it from the DNAappstore. Visit the DNAappstore FAQ for more information.

Why do we need an authorization key for a DNAapp?

Everyone has the ability to test any DNAapp ("try before you buy") available on the DNAappstore; however the authorization is necessary to run the application in a production environment. The authorization key is specific to both the institution and the app, ensuring that any applicable license fees are paid prior to a client using the DNAapp for production purposes.

Developers need auth keys to install their own DNAapps in production to ensure the integrity of their environment via the validation process. Developers can, however, install their DNAapps in a test environment prior to passing validation.

Will Fiserv post all DNAapps submitted for validation?

Fiserv reserves the right to select which DNAapps will be made available on the DNAappstore. Our goal is to make available as many applications as possible but some may not make sense for other clients. We reserve the right to fail your app for any reason as well as to restrict its use. We will let you know if we decide not to post it to the DNAappstore, most likely during the Concept Review process.

My app passed validation, why isn't it posted to the DNAappstore yet?

We aim to post DNAapps to the DNAappstore a few days after they have passed validated. DNAapp updates are much faster to post than brand new apps.

There are a number of factors that might delay the posting of your app to the DNAappstore. If you did not submit a Concept Review Document prior to development we will not start working on the app's Marketing Name, positioning and pricing until after it has passed validation. Additionally, each app must have a unique set of SAP Material Codes - this process can take up to four weeks and is typically initiated by the Concept Review process. Importantly, these factors can also delay validation.

Every DNAapp Developer organization must complete and return a handful of documents collectively known as the Vendor Materials that allow us to establish them in our accounting system. We send these blank forms to every new organization that signs the DNAcreator License Agreement. If you have not completed and returned these forms, we cannot post your DNAapp and likely will not validate it either. Please complete and return your Vendor Materials at your earliest convenience to avoid significant delays.

Finally, we review every app's user guide for accuracy, completeness, readability and marketability. The more effort you put into your user guide, the faster we'll be able to post your DNAapp to the store without any user guide edits.

Once an app is posted, where will I see it?

We will post your DNAapp to the DNAappstore located at www.DNAappstore.com; you can also get to the DNAappstore from Fiserv.com and the Extranet.

Who sets the price for DNAapps on the store?

Fiserv will set the final price. However, we will review and consider any price suggestions and rationales submitted by the DNAapp developer. You can submit your price suggestions on the Concept Review Document. Pricing is based on the marketability, complexity, quality and perceived value of the app within our client base relative to alterative solutions.

Is there a price cap on DNAapps?

There is no cap on the price of DNAapps. Each DNAapp will be reviewed based on the marketability of the DNAapp and its overall complexity.

Please note, we now have the ability to charge clients different prices for the same app based on their asset size. This asset-based tiered pricing approach is available for larger, more robust apps only.

How do I make money by creating, posting, and selling DNAapps?

When a DNAapp is presented to Fiserv, we will review its marketability. DNAapps that are accepted will be posted to the DNAappstore and made available for sale to other DNA clients. When a DNAapp is sold, the chart below explains the revenue split that applies.

Created By	Supported By	License Revenue Split (App Developer / Fiserv)	Annual Maintenance Revenue Split (App Developer / Fiserv)
App Developer	Fiserv	70% / 30%	0% / 100%
App Developer	App Developer	70% / 30%	70% / 30%

DNAapp Developers are expected to support and maintain DNAapps that they develop and must commit to adhering to the SLA's defined in their DNAcreator License Agreement.

At Fiserv's discretion, and with the consent of the developer, Fiserv may from time-to-time agree to support a DNAapp developed by someone else. In these cases, the developer must pay Fiserv annual maintenance fees for their app (assuming they are using it in production) and transfer control of the source code to Fiserv. Fiserv would retain future maintenance fees from all past and future sales. Please note that this is very rare and for the most part, we expect the DNAapp Developer to support and maintain the apps that they develop.

How and when will I receive the revenue generated by the sale of my DNAapps?

DNAapp Developers receive a quarterly payment for any sales of their DNAapps based upon the agreed upon revenue share. The monies will be sent out via check or electronically if you are set up on ACH with Fiserv.

Can a Developer sell source code on the DNAappstore?

Not right now.

Can you switch who is supporting an app from an ongoing maintenance perspective mid-year for the apps that are sold on the DNAappstore?

Potentially. If a DNAapp developer decides they no longer want to support an application they can transfer that support to Fiserv with our consent. Fiserv will review each app in this situation and determine how we will best support the app. If there are any outstanding issues with the DNAapp in question, those must be resolved prior to transferring the maintenance and support to Fiserv. All future maintenance revenue from past and future app sales will be retained by Fiserv.

Additionally, the app developer will need to pay Fiserv annual maintenance fees for support of their app (assuming they will continue to use it in production) and must pass control of the source code to Fiserv. This means all code changes, including maintenance updates and enhancements, must be made by Fiserv - including any changes that the original developer would like made to the app. In other words, the developer will no longer be able to submit the app for (re)validation and will need to fund app maintenance and enhancements by paying Fiserv.

What is the expected SLA on supporting the app if an institution decides to support its own app?

For DNAapps that the DNAapp Developer supports, Fiserv will provide Tier 1 support - this is primarily around common installation issues and the such. If an app users requires more support, Fiserv will pass the case to the DNAapp Developer and the following service level and problem prioritizations shall apply:

Targeted Communication Frequency
Developer will contact Open Solutions Client Care within one (1) business day of receiving the case from Fiserv to evaluate the scope of the problem.
Targeted Update Frequency
Developer will provide an update to Open Solutions Client Care every two (2) days until the case is resolved unless the status remains unchanged since the last update. If the issue is deemed a defect, communication timelines will be provided to Fiserv as milestone expectations are communicated by the Developer.
Service Response
Developer's response time is tracked from the time Fiserv provides the Developer with the initial case or issue. Once an issue has been analyzed, its priority may be adjusted in accordance with these guidelines. The assigned analyst will notify the requesting institution of all changes in the priority. Response time for issues may be longer during peak periods.

If the Developer fails to provide Support for one or more of its DNAapps in accordance with the DNAcreator Agreement, Fiserv can charge the Developer to provide the necessary support and, after multiple breaches, even take control of the app (and associated revenue), terminating the Developer's DNAcreator agreement. The purpose of this provision is to ensure that DNA users can purchase DNAapps with confidence knowing that they will be supported under all circumstances.

Who do I call with a question either before or after I have submitted a DNAapp?

If you are considering becoming a DNAapp Developer and have general questions about the program, contact your Account Executive if you are a DNA client; your Alliance Manager if you are a partner; and DNAapp.devprogram at opensolutions.com or 800-872-7882 if you are an independent developer.

If you are already a DNAapp Developer and can't find what you are looking for on this FAQ, try these resources:

DNAcreator online training (accessible from within the DNAapp Development Center portal)
DNAcreator Help (accessible from within the DNAapp Development Center portal)
DNAcreator Knowledge Center (accessible from within the DNAapp Development Center portal)
DNAapp Development Center search (upper right after logging in)
DNAappstore Community Forums - you must log in to the DNAappstore in order to post and use other functions
Community Central
The Extranet (includes DNA Help files, training and additional resources)
FI Community Portal (must be a member)

If all else fails, please submit a Compass case or call Client Care at 888.443.5767. We do, however, encourage you to post your questions to the DNAappstore Community Forums when appropriate so that we can add to our shared knowledge base for all developers to take advantage of.

Please provide feedback on this FAQ by posting to the Suggestions and Feedback board on the DNAappstore Community Forums. You need to log into the DNAappstore before you can make a post.

DNAapp Development Center

Where Innovators Collaborate

DNAcreator / DNAapp Developer Frequently Asked Questions

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