BF Moscow 2013 Support Services

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SupportServices

Support portfolio

Premium CustomGlobal Key Accounts, Large MIs and any customer

looking for customised services

Premium PlusHigh volume customers and MIs

PremiumService Bureaus & branches of

Premium Plus customers

Standard PlusLow and mid

volume Standard

Alliance Lite

Messages per day

Recovery timeobjective

300,00040,000200 10,000

< 6 h

< 4 h

< 2 h

< 1 h

REM

OTE

SU

PPO

RT

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Support portfolio – November 2008 3

Operationalaccount management

Onsite support

Monitoring

Call & problemmanagement

Reporting

Preventive

Products

Connectivity andmessagingPhone alerting

Incident and crisis mgtSMS notification

Support analysisAvailability

Service Manager

Priority handling mgt escalation

Health checkTroubleshooting trainingBusiness Continuity testsOperational Monitoring tool

Named contactCase review

Highlycustomised

Bespokecontracts

On request for blocking problems

Unlimited phoneaccess

Newsletters

Premium PlusStandard Plus Premium Premium CustomStandard

Managed connectivity

Emergency / consultancy

Embedded Supportability

Online supportPhone upgrade

Configurationbrowser

Support package features

Incident reporting on swift.com

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Standard• Standard support is free of charge. • It is offered to customers that either have subscribed

to Alliance Lite or customers that have purchased SWIFTRef products and/or are not SWIFT users.

• The Standard support service offers unlimited web and e-mail access to Support.

• It includes 90 days free telephone support as of the moment SWIFT makes the Alliance Lite service available to the customer, with the chargeable option for unlimited phone support.

Support Service Evolution 4

STANDARD features

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Support site on swift.com Knowledge base Self-help guide Operational status on swift.com Incident/crisis reports on swift.com Download center on swift.com Billing information on swift.com Online case manager 24x7 regional support centers Online communities and forums

oPhone accessSupport Service Evolution 6

Standard Plus

• Standard Plus is offered – free of charge –provides unlimited support by web, e-mail, and

telephone. • This package is designed for low to medium

messaging volume customers.


STANDARD Plus additional features

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Phone accessNewsletters and product updates Connectivity monitoring/alerting Configuration browser

oRemote support


Premium• Premium provides faster and preventive

support. It is designed for medium size customers that operate business critical infrastructures and must recover operations in the shortest possible time frames.

• Premium provides preventive support features to help customers maintain a fully functional environment, as well as faster response times to help them get their interfaces and SWIFTNetconnectivity working as fast as possible.


Premiumadditional features

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Priority call handling Management escalation Online monitoring tool Case reviews Troubleshooting course Infrastructure health checks Business continuity rehearsals Named support contact


Premium Plus

• Premium Plus is for high volume and highly resilient SWIFT infrastructures.

• Premium Plus is the best choice for high volume institutions managing complex infrastructures that require high availability and reliability.

• It provides high levels of pro-active support and personalised incident management.


Premium Plusadditional features

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Service manager Incident management Customer contact certification Support usage analysis reports Messaging monitoring/alerting Customer availability reports Incident SMS notification Dedicated technical support team Command centre attention Health check follow-up


Difference ‘named contact’ versus ‘Service Manager’Named Support Contact (Premium)

Part of the technical support team

Coordination role

Maintains oversight of open cases

Customer’s infrastructure knowledge

Quarterly case review (phone)

Service Manager (Premium plus)

Part of the service management team

Operational account single point of contact (prime + backup, SWIFT + Customer)

Patches and problems pro-active notification

Customer’s infrastructure documentation, capacity planning, requirements collection

Regular service meetings (on site or phone): health check follow-up, projects follow-up, reports review, test coordination

Escalation manual , Configuration Browser and monitoring data maintenance

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PREMIUM CUSTOM – features

The following non-exhaustive list contains items that could be included in such a service level:

• extended health checks (more than one health check per year, multiple sites)• additional logical terminal or SWIFTNet Link monitoring• customised reporting• possibility to register additional locations, such as branches, to be covered by the sameservice• community assistance for market infrastructures• fixed number of consultancy days per year

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BF Moscow 2013 Support Services

Economy & Finance

Transcript of BF Moscow 2013 Support Services