Support rules
1. IBSO TECH provides the following basic support services for the two most recent major releases of the IBSO platform (hereinafter referred to as the “System”):
- IBSO TECH specialists will classify a System Nonconformity reported by the Bank within 4 hours of its registration by the Bank through the IBSO TECH support portal
- Resolution of a critical Class 1 Nonconformity within 18 hours of its classification (see Note 1)
- Resolution of a Class 2 Nonconformity within 90 days of its classification (see Note 2)
- Appointment of a dedicated account manager to coordinate all interactions between the Bank and IBSO TECH
- Up to 50 hours per month of advisory support from a Category 2 engineer on the configuration, capabilities, and operation of the main System release, in accordance with the terms of the agreement, including provision of an advisory services report
- Uploading System performance indicators to the IBSO TECH data centre (DC)
- Monitoring and detection of 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 Nonconformities, modified for the main System release used by the Bank.
2. If, under a registered Bank request:
- the hourly limit for Bank specialists’ advisory support in resolving System Nonconformities under the selected support package is exceeded during service provision; or
- the service is provided for older System releases, i.e. releases older than the two most recent major releases; or
- the service involves resolving System operation issues caused by unauthorised changes or modifications to IBSO TECH modules, components, or applications; or
- the service involves resolving System operation issues caused by hardware failures and/or issues with third-party software (i.e. software not developed or owned by IBSO TECH); or
- the service involves resolving operation issues of third-party software (i.e. software not developed or owned by IBSO TECH) integrated with the System; or
- the service involves resolving operation issues of System copies installed at banks or bank branches other than the System copy of the Bank that registered the request through the IBSO TECH support portal; or
- an urgent service not covered by this support package is required,
such services shall be billed based on the actual costs incurred for 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 a malfunction registered by the Bank, the service response time for that malfunction shall be suspended until IBSO TECH receives the requested information.
4. If the resolution of a critical Class 1 Nonconformity takes more than 18 hours, the cost of the Package for the following month shall be reduced by 10% of the Package cost for each hour of delay in resolving each Nonconformity, provided that the total reduction for all delays during the month does not exceed 100% of the Package cost.
5. If a critical Class 1 Nonconformity is resolved in less than 9 hours, the cost of the Package for the following month shall be increased by 5% of the Package cost for each hour by which the standard resolution time is reduced for each Nonconformity, provided that the total increase for all such reductions during the month does not exceed 100% of the Package cost.
6. Classification of System Nonconformities
Class 1 Nonconformity
Individual System modes or subsystems responsible for:
- System administration
- Information exchange with external systems organised through the System
- The Bank’s operational activities
are not functioning, and there is no suitable alternative process that the Bank can promptly implement with advisory support from IBSO TECH.
Class 2 Nonconformity
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 advisory support from IBSO TECH.
7. IBSO TECH provides access to information resources on the IBSO TECH support portal, including:
- A knowledge base containing answers to frequently asked questions about System operation
- Information on System development plans and new functionality
8. Package Cost for Bank Branches:
- The Package cost shall be increased by 10% for each Bank branch operating on a single centralised System database. In addition, the total amount of advisory support for resolving System Nonconformities shall be increased by 2 hours per month. The scope, characteristics, and metrics of other services shall remain unchanged.
- The Package cost shall be increased by 80% for each Bank branch not operating on a single centralised System database. In addition, the total scope 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 Environment where the respective Nonconformity is consistently reproduced. A critical Nonconformity shall be resolved at the discretion of IBSO TECH either by providing a temporary solution or by providing a Fix.
[2] Resolution of the Nonconformity (Fix) shall be included in the next regular System Update.