Frequently Asked Questions
Find answers to common questions about our products, services, and company.
General Questions
What is Apex Softwares?
Apex Softwares is a leading African fintech company providing core banking, mobile banking, and financial technology solutions to financial institutions across 15+ African countries. We help SACCOs, MFIs, and commercial banks modernize their operations and reach more customers.
Which countries do you operate in?
We currently operate in Kenya, Uganda, Tanzania, Nigeria, Ghana, Rwanda, South Africa, and 8 other African countries. We're continuously expanding our presence across the continent.
How long have you been in business?
Apex Softwares was founded in 2010. We have over 14 years of experience serving financial institutions across Africa, with a proven track record of successful implementations and satisfied clients.
How do I get started with Apex?
Getting started is easy! Simply contact our sales team to schedule a demo. We'll discuss your specific needs and provide a customized proposal. Implementation typically takes 3-6 months depending on the scope of the project.
Products & Services
What products do you offer?
We offer a comprehensive suite of financial technology solutions including: Core Banking (ApexCore), Mobile Banking, Agent Banking, Internet Banking, Payment Switch, Loan Origination, Digital Field Agent, and Enterprise Integration platforms.
Can your solutions integrate with existing systems?
Yes! Our solutions are designed with integration in mind. We support standard APIs and can build custom integrations with your existing core banking, payment, and third-party systems. Our enterprise integration platform handles complex integration scenarios.
Do you offer cloud or on-premise deployment?
We offer both cloud and on-premise deployment options. Cloud deployment offers faster implementation and lower upfront costs, while on-premise gives you complete control over your infrastructure. We'll help you choose the best option for your needs.
What about mobile app support?
Our mobile banking apps work on both iOS and Android. We also offer USSD banking for feature phones and offline-first design that works in low-connectivity areas common in rural Africa.
Pricing
How is your pricing structured?
We offer flexible pricing models including licensing, subscription, and transaction-based options. Pricing depends on the products you need, your institution size, and deployment preference. Contact our sales team for a customized quote.
Are there any hidden fees?
No, we believe in transparent pricing. All fees are clearly outlined in your proposal and contract. There are no hidden charges or surprise fees.
What's included in the pricing?
Our pricing includes software licenses, implementation, training, ongoing support, and regular updates. We also provide access to our knowledge base, documentation, and customer portal.
Do you offer discounts for smaller institutions?
Yes! We have special pricing for smaller institutions and startups. Our modular approach allows you to start with what you need and add capabilities as you grow.
Technical Support
What support options do you offer?
We offer 24/7 support for critical issues, business hours support for non-critical issues, and dedicated account managers for enterprise clients. Support is available via phone, email, live chat, and our customer portal.
What's your response time?
We respond to all support inquiries within 2 hours during business hours. Critical issues are addressed immediately with 24/7 availability. Our average resolution time is under 4 hours for most issues.
Do you provide training?
Yes! We provide comprehensive training during implementation including hands-on sessions, documentation, and train-the-trainer programs. We also offer ongoing training sessions and webinars.
How do you handle software updates?
We regularly release updates with new features, improvements, and security patches. Updates are included in your subscription and can be scheduled at your convenience. We provide advance notice for major releases.
Security
How secure is your platform?
Security is our top priority. We use industry-standard encryption, regular security audits, penetration testing, and comply with Central Bank regulations across all our operating countries. Our platform is ISO 27001 certified.
Where is my data stored?
Data storage location depends on your deployment preference. For cloud deployments, we offer data residency options within Africa. We comply with all local data protection regulations including GDPR where applicable.
What happens in case of a security incident?
We have a comprehensive incident response plan. In case of a security incident, we will notify affected parties within 24 hours, provide regular updates, and work with regulatory authorities as required. We maintain cyber insurance for additional protection.
Do you offer disaster recovery?
Yes, we offer comprehensive disaster recovery with automated backups, geo-redundancy, and business continuity planning. Our cloud platform offers 99.99% uptime SLA.
Billing
What payment methods do you accept?
We accept bank transfers, mobile money (M-Pesa, Airtel Money), and international wire transfers. For enterprise clients, we can set up net-30 payment terms.
When are invoices sent?
Invoices are sent monthly for subscription-based pricing and upon project milestones for implementation projects. All invoices include detailed breakdown of charges.
Can I cancel my subscription?
Yes, you can cancel your subscription with 30 days notice. We'll help you export your data and ensure a smooth transition. Early termination fees may apply depending on your contract terms.
What's your refund policy?
Refunds are handled on a case-by-case basis. If you're not satisfied with our service, please contact our customer success team and we'll work to resolve any issues.