Operating Times of the Production Platform Sample Clauses

Operating Times of the Production Platform. The following operating and response times apply to the production platform operating levels: Support Operation Service Operation Basic Operation Time 12:00 6:00 8:00 12:00 1:00 5:00 10:00 12:00 Figure 1: Operating levels of the production systems Basic Operation Service Operation Support operation 1 Standby times 24/7 2 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 team finishes one hour early on the day before a banking holiday. These banking holidays follow the Swiss banking holiday calendar of SIX Interbank Clearing Ltd. 2 Exceptions are maintenance windows when the production platform is unavailable. See Section 5.1 3 Operating Levels of the Test Platform (X Level) The operation of the test platform is divided into three operating levels (basic operation, service operation and support operation), which build on each other and, in the event of a malfunction, trigger the remediation of the malfunction after different response times. In principle, the test platform can be used 24/7; however, reduced operating levels and response times shall apply compared to the production platform. The malfunction reporting center is only available for receiving malfunction reports during support operations. Malfunctions shall be removed only in the course of support operation and as second priority (“reasonable effort”; the production platform shall always take precedence).
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