Support rules
1. IBSO TECH provides the following basic support services for the two most recent major releases of the IBSO platform (hereinafter, the “System”):
- IBSO TECH specialists will classify the bank system malfunction within 4 hours of its registration by the bank on the IBSO TECH support website
- Removal of the critical bank system malfunction within 18 hours of classifying a Class 1 malfunction (see Note 1)
- Removal of the bank system malfunction within 90 days of classifying a Class 2 malfunction (see Note 2)
- Appointment of a single account manager to coordinate all interactions between the bank and IBSO TECH
- Advising on the configuration, capabilities and operation of the main System release by a Category 2 engineer for up to 50 hours per month (as per the agreement terms), including provision of an advisory services report
- Uploading the System performance indicators to the IBSO TECH DC
- Monitoring and detecting information and economic security incidents in the System related to user actions
- Provision of no more than two fixes per calendar month for Class 2 malfunctions customised to the main System release used by the bank.
2. If under a registered bank request:
- the hour limit of the bank specialists advising on the System malfunction removal under the package is exceeded during the service provision, or
- the service is provided for older System releases (older than the last two major releases), or
- the service provision is related to resolving the System operation issues caused by unauthorised changes/modifications to IBSO TECH modules/components/applications, or
- the service provision is related to resolving the System operation issues caused by hardware operation issues and/or third-party software issues (i.e. software not developed or owned by IBSO TECH), or
- the service provision is related to resolving the operation issues of the third-party software (i.e. software not developed or owned by IBSO TECH) connected to the System, or
- the service provision is related to resolving operation issues of the System copies installed at the banks / bank branches other than System copy of the bank that has registered the request on the IBSO TECH support website, or
- there is a need for an urgent service not covered by this package,
then such services are billed based on the actual costs of IBSO TECH specialists, at the rate specified in the agreement. The minimum billing unit is one hour.
3. Upon receiving a request from IBSO TECH for additional information regarding any malfunction registered by the bank, the time allotted for IBSO TECH to provide services for that malfunction shall be stopped until IBSO TECH receives the requested information.
4. In case resolving a critical Class 1 malfunction takes more than 18 hours, the package cost for the following month shall be reduced by 10% of the package cost for each hour of delay in resolving each malfunction, but not exceeding 100% of the package cost in total for all delays within the month.
5. In case resolving a critical Class 1 malfunction takes less than 9 hours, the package cost for the following month shall be increased by 5% of the package cost for each hour of reduction of the standard time frame for each malfunction resolution, but not exceeding 100% of the package cost in total for all such reductions within the month.
6. Classification of System malfunctions:
- Class 1 malfunction
Malfunction of individual System modes/subsystems that ensure:
- system administration
- information exchange with external systems via the System
- bank operations
and there is no suitable alternative process that the bank can promptly implement with IBSO TECH’s advisory support.
- Class 2 malfunction
The bank cannot fully utilise a significant part, feature or capability of the System. However, there is a suitable alternative system or process that the bank can promptly implement with IBSO TECH’s advisory support.
7. IBSO TECH provides access to the information resources of the IBSO TECH support website containing:
- A catalogue of answers to questions regarding the System operation
- Information on the System development plans and new capabilities.
8. Package cost for the bank branches:
- the package cost shall be increased by 10% for each bank branch operating on a single centralised System database. Moreover, the total volume of advising on resolving System malfunctions shall be increased by 2 hours per month. The volume, characteristics and metrics of other services remain unchanged
- the package cost shall be increased by 80% for each bank branch not operating on a single centralised System database. Moreover, the total volume of services under the package for each bank branch shall be 100%.
[1] Provided that IBSO TECH specialists are granted online access to the bank / bank branch test circuit where this malfunction is consistently reproduced. Resolution of a critical malfunction shall be performed at IBSO TECH’s option: by providing either a temporary solution or a fix.
[2] Malfunctions resolution (fix) shall be included in the regular system update.