FIN Support Model

Evolving Support for the FIN Channel: A Modern, Self-Service Framework

Fintech Integration Network (FIN) represents the latest paradigm for how we support the members of our integration framework. As your engineering teams build, test, and scale more complex fintech solutions, our legacy support workflows must evolve to match your pace. We are transitioning the FIN channel to a developer-first, self-service support framework centered around jackhenry.dev.

Our objective is straightforward: remove integration bottlenecks, eliminate information silos, and put your engineering teams in control of their deployment timelines.

Why We Are Retiring Legacy Support Models

Historically, vendor integration support has relied on gated SharePoint sites, asynchronous email threads, and legacy case management systems. While these tools served a purpose, they also introduced friction—requiring access approvals, ticket queues, and fragmented documentation.

Modern integration workflows require real-time answers. Your engineers should not have to submit a support case or wait for a portal invitation to verify an API payload, review a schema, or troubleshoot a standard error code.

By moving away from reactive ticketing queues and one-off email chains, we are providing your teams with direct, open access to technical documentation and collaborative troubleshooting platforms.

A Multi-Modal Support Ecosystem

Our FIN channel operates primarily on a self-service support model using jackhenry.dev as the core resource. To ensure your team has the right level of coverage at every stage of the integration lifecycle, we have structured our support framework into four options, all of which can be used in combination with one another.

Public Documentation & AI Assist (Self-Service)

• Open Access on jackhenry.dev: API documentation is publicly available 24/7—eliminating gated documentation repositories and administrative login barriers.
• Real-Time AI Assist: Query documentation on demand to generate code snippets, clarify data models, and troubleshoot syntax errors instantly without waiting for email replies by using the search box located at the top of each jackhenry.dev page.

Discourse Developer Forum (Asynchronous Support)

• Community-Driven Contributions: Replacing siloed email chains and the legacy case entry with Discourse as our public-facing developer support forum.
• Peer & SME Collaboration: Search previously resolved integration issues, share best practices, and collaborate directly with Jack Henry engineers and the broader fintech community.

Monthly Developer Office Hours

• Live SME Panels: Bring complex integration and architectural questions directly to our monthly interactive sessions where a variety of developer-focused SME’s help you tackle and resolve existing challenges.
• Direct Engineering Feedback: Engage in real-time Q&A with Subject Matter Experts across our enterprise API domains.
• Attend When You Need Support: Join sessions based on your project needs. Find upcoming collaborations by searching Developer Office Hours on Jack Henry Events.

Dedicated Technical Account Manager (TAM) Program

• Embedded 1-on-1 Advisory: Dedicated technical leadership tailored for specific requirements, custom architectures, and aggressive deployment timelines.
• Flexible Engagement: Offered on a month-to-month basis at an additional fee to provide integration consultation, resolve complex bottlenecks, and get you to the right resources. Learn more in the TAM Overview

Alignment Matrix: Which Channel Should You Use?

What’s Changing and When?

The existing Vendor Portal and Vendor Sharepoint sites (used primarily for the legacy Symitar VIP channel) will be retired on October 31st, 2026. As part of this transition, both sites will be retired and access to them will no longer be available after that date.

The FIN Support Framework, mentioned above, is already in place and will continue to be the support model for the integration framework moving forward.