The Credebt Exchange® Service Level Agreement [SLA] is managed and monitored by the Incident Management System [IMS]. IMS is an automated system that escalates all support Cases as follows:
The following is the Standard Service Level Agreement [SLA] in support of Credebt Exchange® solutions and services. This SLA incorporates system and personnel reaction times and escalations. With particular regard to any communication from a web site user or Member to Credebt Exchange® regarding a support issue, the entire escalation procedure is managed by an automated system that escalates issues, without human intervention. A more complete explanation of this automated escalation procedure is detailed under sub section 7.1. Incident Management. Escalation to Credebt® Committee can occur at any time during the IMS and is explained in more detail in sub section 7.2
These Service Levels describe the details of the Exchange and all other services solutions provided by Credebt Exchange® to its Members. The following items will be described in detail in their respective sub sections:
2. Service functionalities
3. Service Availability
4. Service Reliability
6. Service Maintenance
7. Change Management
7.1 Incident Management System [IMS]
The Exchange is a managed service for the negotiation, uploading, submission, trading, selling, buying, recording, documenting, servicing, management, reconciling and supporting the provision of Low Cost Capital for micro-medium sized business Originators and a strong, low-risk, liquid yield to Investors. Storage and provision of the service is from the Credebt Exchange® appointed data centre.
The service is available 24 hours per day, 7 days per week. The guaranteed minimum availability is 97.995%.
The measure for availability of the service is the timeframe in which the service has been available for both inbound and outbound data traffic. Unavailability of the service is defined as the number of minutes the service has not been available to the customer, except unavailability caused by:
Regular scheduled maintenance of the system
Updates of the system due to security incidents
The customer’s applications, equipment or facilities
Reasons outside of Credebt Exchange® sphere of influence
The customer is required to notify the Customer Service Desk when it determines a non-availability of the service. Only instances of non-availability reported by the customer to the Customer Service Desk that have been acknowledged by Credebt Exchange® as a service interruption will be taken in account in order to calculate service availability provided the unavailability is not caused by one of the above mentioned reasons.
Maximum number of unscheduled service interruptions: 1 interruption per calendar month.
The Customer Service Desk is available any business day from 09.00 until 17.00 GMT, with exception of National Holidays. Customer service desk phone number:
During office hours : +353 (1) 685-3600
Where regular maintenance affects the operation of the service, the customer will be notified at least 48 hours prior to maintenance. Scheduled maintenance will be executed within the service window in 97% of all times.
Any change request can be filed any business day from 09.00 until 17.00 GMT. Reaction time, realisation and costs (if applicable), depending on planning and impact will be by mutual agreement.
Credebt Exchange® will allocate sufficient resources to solve problems as soon as possible, with prevention of exceeding SLA parameters as the primary objective. All Incident Management cases are monitored, reported on, automatically updated and automatically escalated by the Credebt Exchange® Incident Management System [IMS].
There are Five Levels within the IMS:
A member of the Support Team manually enters all User Support Requests/Cases, no matter how they are received, into the Credebt Exchange IMS. The IMS automatically notifies the User of the Task ID/Case number.
If the Case is not resolved by the User confirming that they are satisfied with the Support received and regard the case as close, it is automatically escalated to Level 2.
After 4 hours, a Senior Technical Specialist is informed and starts monitoring the work of the Team member that is working on the Case. Severity 1 Problems are monitored continuously and the customer receives status updates.
Problems with a considerable impact on the operational quality of the system and problems that disrupt the customer’s services, directly related to the system.
Significant performance degradation of services resulting in severe negative impact of the customer’s services.
Unsolved incidents that are recurring and because of that have a significant impact on the availability of the services.
After 24 hours, the Senior Technical Specialists assumes direct control of the Case. In case other products are related to the problem also the vendors will be part of the team.
Problems that do not have a significant impact on the services of the system or on the services of the customer, which are directly related to the services.
Problems which do not influence the essential functionalities of the services provided by Credebt Exchange®.
After 48 hours, the Credebt Exchange® Management and a Director of Credebt Exchange® will be informed and will act as problem manager during the solution phase. The maximum time to solve for Severity 3 Problems is 48 hours, unless a work-around is available.
The Credebt Exchange® goal is to solve the problem within a 72 hour time period. After a total of 5 days, or 120 hours, if there is no approach defined by Credebt Exchange® to solve the problem the case is terminated/suspended indefinitely.
On the basis that a Senior Manager of Credebt Exchange® and a Board Member were unable to solve the Case within the mandatory 120 hours, the case is terminated or suspended indefinitely.
This could occur due to the following reasons: we were unable to contact the customer (absent, on holidays), and we have sent a final email stating that we have tried to resolve the matter but received no response.
If we actually cannot solve the problem, we confirm this with the customer within the 120 hours and provide another option on how to proceed with this problem.
It is the responsibility of the customer to request that the Case be re-opened and processed through the IMS again, with the exception that we are able to fix the problem, but not within the specified deadline, a new deadline should be set by senior management.
If such a request is made, the Case will be treated as a totally new case but will carry the same Task ID.
If after three attempts and a total of 360 hours of Support time has not resolved the case, the parties agree that the case cannot be solved and it is terminated.
At any stage during IMS escalation, any member of the Credebt Exchange® Support Team may escalate their issue to the Credebt® Committee. The Credebt® Committee comprises of no less than two and no more than five senior Credebt Exchange® personnel. A minimum of one Director of Credebt Exchange® attends every Credebt® Committee meeting.
The Credebt® Committee deals with matters as follows:
Once a matter is escalated to the Credebt® Committee, it will deliver the results of its initial review within 7 calendar days.
The Credebt® Committee will resolve the matter, in writing that is shared with the complainant, within a further 7 calendar days.
In the event that the Credebt® Committee cannot resolve the matter, it will deliver the reasons within a further 7 calendar from the date of escalation.
For questions about this Service Level Agreement, the practices of this site or any dealings with Credebt Exchange®, contact us at:
60 Lower Baggot Street