What are my options as a user of CCD?

Notice of Termination for Client Care Desktop and Termination Options for Supported systems (v5.x) 

Client Care Desktop and its ancillary services will be discontinued with effect from 31 December 2019. From 23.59hrs on 20 September 2019 support will cease for all current Client Care Desktop licences. 

As cessation of support means there will be no technical updates or assisted support, a reduction in Client Care Desktop licence fees will apply from 20 September until 31 December 2019. Online self-service support via the Knowledge Base (www.synaptic.co.uk/support) will be available until 31 December 2019. 

Your Client Care Desktop and FileMaker licences will terminate with effect from 23.59hrs on 31 December 2019.


Your Options: 

1. FileMaker & Client Care Desktop Licences 

Should you wish to retain and keep your instance of Client Care Desktop operational beyond 31 December 2019 you can purchase your own long-term licences for the Client Care Desktop software which will run from 01/01/2020 to 31/12/2099. New FileMaker 15 licences will be required to run the software, which will be available to purchase direct from FileMaker Inc. via their licensing team before 20 September 2019. Please note this means you will be running unsupported software which is also end of life and not designed to meet the latest regulatory requirements. 

The Client Care Desktop long-term licence will include the standard licences that you currently have except for those that require ongoing maintenance. The terms of the Licences will be confirmed upon request. Exclusions include, but are not limited to; 

* EDI Remuneration 

* Financial Express Fund Feed 

* Contract Enquiry Valuation service (CCD ‘Quay CE’ service) 

* Software updates for providers and products 


2. Data Extract 

There are some standard data extracts available within your Client Care Desktop system that you can run to extract your data into an electronic format. Guidance is provided on the Knowledge Base under the Client Care Desktop Termination Options. Our support team will also be able to assist via the normal helpdesk options. 


3. Data Migration to another service 

Most CRM providers will offer a migration service. They will explain whether they can simply extract the data from your existing licenced Client Care Desktop databases or whether there is a need for you to extract your data into electronic format. The new CRM provider will advise whether they are happy to consume the standard extracts available. 



What you need to do now 

We strongly recommend that you review your options as soon as possible and notify us in writing of your chosen option by 20 August 2019 at the latest. Should you not do so, your existing licences for Client Care Desktop and FileMaker will cease with effect from 23.59hrs on 31 December 2019. 

There is a dedicated area on the knowledge base covering the Termination Options, where you will also find FAQs (https://kb.synaptic.co.uk/help/supported-termination-options). 

If you would like to discuss any of the options in more detail, please contact: 

User and Technical Support: support@synaptic.co.uk or call 0800 028 0033 (option 1) Customer Services team: customerservices@synaptic.co.uk or call 0800 028 0033 (option 2)