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.
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.
Support Operation. During support operation, the SIX support team is also available to provide Xxxxx 0 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. Support operation Service operation Basic operation Time 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. Comments: Automatic monitoring: 24/7, 365 days a year 2. Support for the eBill Service 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 ...
