Support Operation Clause Samples

Support Operation. Within the support operation, an additional support team of SIX shall be available as second level support and shall receive both breakdown reports and support requests from the participants. Any and all participants shall ensure support to their users in accordance with their own operating levels. 1.3 Operating Levels of the Production System (P Level) 12 midnight 8 am 12 noon 1 pm 5 pm 12 midnight Support operation Service operation Basic operation 6 am 10 pm Figure 1: Operating levels of the production system (P level) Support operation Bank working days 8 am – 12 noon 1 pm – 5 pm* Active Immediate Service operation Daily 6 am – 10 pm Active Within 60 minutes Basic operation 7 x 24 hrs. Active Within 120 minutes (outside service operation hours) * On days before a bank holiday, the support team shall close one hour earlier. Bank holidays shall correspond to the Swiss bank holiday calendar of SIX Interbank Clearing Ltd. The workaround time for breakdowns shall be a maximum of 8 hours and 45 minutes in the course of the service operation. The workaround solutions shall be fixed in the following release. 1.4 Operating levels of the test systems (XE/XP level) 12 midnight 8 am 12 noon 1 pm 5 pm 12 midnight Support operation Service operation Basic operation 08 am 5 pm Figure 2: Operating levels of the test systems (XE/P level) Support operation Bank working days 8 am – 12 noon 1 pm – 5 pm* Active “best effort” Service operation Bank working days 8 am – 5 pm Active “best effort” Basic operation 24/7 Active Start of the service time * On days before a bank holiday, the support team shall close one hour earlier. In principle, the test system can be used 7 x 24 hours; however, reduced operating levels shall apply to the production system. Breakdowns shall be removed only in the course of support operation and as second priority (“best effort”, the production system shall always take precedence). No breakdown team shall be available outside support hours. Maintenance shall take place unannounced and be possible at any time. No availability shall be shown. 1.5 Business Continuity Management and Disaster Recovery (BCM) For a disaster causing partial or total breakdown of a building, IT infrastructure, personnel or provider relevant for rendering the agreed services, SIX has established a Business Continuity Management. SIX Group Ltd shall maintain an emergency task force across all companies of SIX and a dedicated emergency organization for SIX. These processes sha...

Support Operation. During support operation, the SIX support team is also available to provide Level 2 support and handle both malfunction reports and support requests from network partners. Network partners provide Level 1 support to their customers. Support provides Level 2 support to the participating network partners. Customers are referred to their respective network partners. Support requests via telephone or e-mail are subject to charge. Midnight 6:00 am 8:00 am Noon1:00 pm 5:00 pm 10:00 pm Midnight Figure 1: Operating levels of the production systems The following readiness and response times, as well as malfunction and support teams, apply to the operating levels: Basic operation Service operation Support operation 1 Standby times 24/7 Bank working days: 8:00 am–12:00 noon 1:00 pm–5:00 pm Bank working days: 8:00 am–12:00 noon 1:00 pm–5:00 pm Response time Immediately from start of service operation Within 60 minutes Telephone: immediately E-mail: within 4 h Malfunction reporting center Active Active Inactive Support team Inactive Inactive Active 1 The support office closes one hour early on the day before a holiday observed by the bank. These holidays follow the Swiss banking holiday calendar of SIX Interbank Clearing Ltd. Automatic monitoring: 24/7, 365 days a year The SIX support team is available to network partners during support operation as a single point of contact (SPOC) for all operational questions concerning the eBill service. Via the SPOC, SIX fields both second-level support requests and malfunction reports as well as general questions from network partners. Invoice issuers wishing to submit support requests directly to SIX are referred to their respective network partners. The SIX support team will provide information to employees of the network partners only if they are known to SIX and possess the appropriate support authorization. For this purpose, SIX maintains identification details in its systems concerning network partner employees with support authorization. Known employees of the network partners may authorize new employees to obtain support. The process for this authorization involves SIX sending an e-mail to an employee already known to it asking this employee to confirm authorization of the new employee. If this request is confirmed, the new employee will be granted authorization and will receive information from that point onward. A copy of the request will be sent to the main contact at the network partner. Support authorization for netwo...

Support Operation. During support operations, there are additional employees on duty to act as support team of SIX for Network Partners. The support team receives both malfunction reports (such as interruptions, incidents) and various support requests (such as access requests) from Network Partners and acts as a single point of contact (SPOC). Support requests from Network Partners are subject to a fee and shall only be responded within the support operation. Support requests from Invoice Issuers shall be only responded to by respective Network Partners. SIX refers Invoice Issuers to their respective Network Partner for any inquiries.