This Support Handbook ("Handbook") sets out the technical and support procedures for Marketnode and its customers including information on upgrades, security and other technical policies and procedures (as applicable)SLA commitments. This Handbook should be read in conjunction with the agreement(s) entered into between Marketnode and each Customer, which may have customer specific terms that supersede this document.
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Platform Availability & SLAs
System / Platform | Operational Hours | RPO | RTO |
|---|---|---|---|
Fundnode | 08:00 - 19:00 SGT Singapore Business Days | 0m | 1h |
Gateway | 09:00 - 18:00 SGT Singapore Business Days | 0m | 2h |
Routine Maintenance and upgrades may performed made to platforms outside of the defined Operationalhours above.
Emergency Maintenance is only performed when there is critical upgrade to be applied to maintain integrity and security of the platform. The date and timing of the maintenance will attempt to be executed during non Operational hours for the impacted Customers, but may not always be possible. The following triggers will be managed as Emergency Maintenance:
Where there is information that a vulnerability is being actively exploited “in the wild” (for example, when exploits are available in exploitDB or notification from vendor or vulnerability management software), mitigating action (patching or compensating control) will be taken immediately.
Where there is an immediate threat to the security of the customer’s data or overall platform stability.
Support Processes
Marketnode operates a 24*7 Operations operations centre to constantly monitor production services and will take proactive steps to resolve any issues prior to customer impact, however should an issue be experienced, the following mechanisms are available to raise an issue.
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Issues are raised via the Support Process (defined here)
The Customer has provided relevant training to individuals who will be using the Platform, including the process for them to raise support issues with Marketnode (which may be via the Customer’s central help desk)
Provide Marketnode with all reasonable co-operation to facilitate the efficient discharge of its obligations under this Handbook.
System Availability & SLAs
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System / Platform / Product
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Operational Hours
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SLAs
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Fundnode
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08:00 - 19:00 SGT Singapore Business Days
Routine Maintenance and upgrades may performed made to platforms outside of the defined Operationalhours above.
Emergency Maintenance is only performed when there is critical upgrade to be applied to maintain integrity and security of the platform. The date and timing of the maintenance will attempt to be executed during non Operational hours for the impacted Customers, but may not always be possible.
The following triggers will be managed as Emergency Maintenance:
Where there is information that a vulnerability is being actively exploited “in the wild” (for example, when exploits are available in exploitDB or notification from vendor or vulnerability management software), mitigating action (patching or compensating control) will be taken immediately.
Where there is an immediate threat to the confidentiality or security of the customer’s data or overall platform stability.
Incident Classification
Broadly, there are 2 types of support requests:
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Severity 1 / Blocker / Critical Impact. An emergency situation which critically impairs the Customer’s business operations until it is rectified or a workaround is in place. Such incidents are typically characterised by the unavailability of entire application system during the Operational hours, a breach of SLA or security breaches and will cause material financial, repetitional, compliance, or significant increase in risk of impact) if not resolved quickly.
Severity 2 / High / Significant Impact. A detrimental situation caused by an significant error in the application, performance degrades substantially under reasonable loads or key functionalities of the application are not accessible by all users, thereby causing a significant impact on business operations, or a significant risk of an SLA breach
Severity 3 / Medium / Moderate impact. The application is impaired caused by unexpected behaviour in the application. The impact is not time critical, has a reasonable workaround or only impacts selected users, thereby causing little or no significant impact.
Severity 4 / Low Impact. A noticeable situation, caused by an error in the application, in which use of the application is affected in some cosmetic or ergonomic way and has minimal impact causing no significant impact on business operations, or an issue which is reasonably correctable by a documentation change or by a future, regular release from Marketnode
When an issue is raised the following response and resolution timeframes will be targetted within the operating ours of the applicable platform.
Severity | Response Time | Resolution Time |
|---|---|---|
1 | 1h | 2h |
2 | 2h | 4h |
3 | 4h | 2 Business Days |
4 | 2 Business Days | TBC with Customer |
Security Incidents
The detection of an event that has or may compromise the data security of the platform, or the attempt of such an event, will be managed initially treated as a Severity 1
Major Incidents
In the rare event of multiple issues or a market-wide disruption, Marketnode may not be able to respond directly to each incident raised by each customer and declare a Major Incident. In such an occurrence, Marketnode will provide regular status updates via its communication platform ( http://status.marketnode.com ) and will respond to individual issues to confirm resolution when the Major Incident impact has been resolved.
Disaster Recovery Plans
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To document
Industry Wide Exercises
To document
Support Scope
Includes
Identifying, troubleshooting and resolving problems related to Production versions of the purchased products
Root cause analysis for Severity 1 and 2 Incidents
Guidance around implementation and configuration
Excludes
Support for any software other than the purchased products
Support for non General Available ("Production" / "Live") versions (e.g Release candidates / Test version are not supported) or non production (e.g. Test) environments
No on-site support will be provided
Development questions or requests
Product training
Support in languages other than English
Professional Services
Excused Failures
Failure to meet any SLAs will be excused to the extent the following circumstances are present:
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