bf moscow 2013 support services
DESCRIPTION
BF Moscow 2013 SupportTRANSCRIPT
1
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
2
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
3
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
5
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.
Support Service Evolution 7
STANDARD Plus additional features
8
Phone accessNewsletters and product updates Connectivity monitoring/alerting Configuration browser
oRemote support
Support Service Evolution 9
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.
Support Service Evolution 10
Premiumadditional features
11
Priority call handling Management escalation Online monitoring tool Case reviews Troubleshooting course Infrastructure health checks Business continuity rehearsals Named support contact
Support Service Evolution 12
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.
Support Service Evolution 13
Premium Plusadditional features
14
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
Support Service Evolution 15
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
16
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
17