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 shall be examined on a yearly basis. In the course of such examination, the regular operation of the production system shall be interrupted for a maximum of 4 hours and resumed in the backup data center. Subsequently, SIX shall render services within a specific time period from the backup data center. Then, a reset shall take place in the main data center. The reset shall mean a repeated operation interruption for a maximum of 4 hours, hence the same procedures shall be needed.
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