This Support Handbook ("Handbook") sets out the technical and support procedures for Marketnode and its customers including 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.
...
System / Platform | Operational Hours | RPO | RTO |
|---|---|---|---|
Fundnode | 08:00 - 1918:00 SGT Singapore Business Days | 0m | 1h |
Gateway & Associated Services | 09:00 - 18:00 SGT Singapore Business Days | 0m | 2h |
Routine Maintenance and upgrades may performed made to platforms outside of the defined Operationalhours Operational hours 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:
...
When an issue is raised the following response and resolution timeframes will be targetted within the operating ours hours of the applicable platform.
Severity | Response Time | Resolution Time |
|---|---|---|
1 | 1h | 2h |
2 | 2h | 4h |
3 | 4h |
1 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 initially treated as a Severity 1
...
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
...
To document
Industry Wide Exercises
...
/ BCP
Marketnode operates a highly available infrastructure and together with our operations team, we ensure that our platforms are always available. In the unlikely event of infrastructure outage, Marketnode will perform the necessary failover activities within minutes. Customers are not required to change their processes or method of connectivity. Any significant interruption to services will be documented at the status page above.
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
...