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Premium Support
inside out
Premium Services Forum
25-26 November 2013
Amsterdam
Diana MAKIENKO
Marie-Claire SMEETS
SWIFT Support Services

<1h
PREMIUM
PLUS
<2h
PREMIUM
<4h
STANDARD
PLUS
<6h
Standard Plus

STANDARD

Traffic – payload - service criticality
Premium Service Forum 2013 – Amsterdam – 25-26 November 2013

REMOTE SUPPORT

Recovery time objective

PREMIUM
CUSTOM
PREMIUM service features

4

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
PREMIUM service features
priority problem handling
management escalation
5

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Priority problem handling
Management escalation
Support

Immediate

Priority problem handling

Technical expert
7

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Management escalation
Management escalation

Can not
process
send live
messages !

30
My VPN is down
minutes
Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
PREMIUM service features
Health check
Troubleshooting course
9

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Health check
troubleshooting course
Health Checks
why do they matter

identify security risks
identify operational risks
identify performance risks
alignment to SWIFT recommendations

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Health Checks
areas covered

1

Hardware health check

2

Software health check
Health check
report

3

Process health check

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Health Checks
deliverables

Report with each checked item, an
indication of the compliance with SWIFT
recommendations and/or best practices.

1

2

Results overview

3
Premium Service Forum 2013 – Amsterdam – 25-26 November 2013

Management summary

Detailed findings, results
and recommendations
Troubleshooting course

Recommendations
Troubleshoot most commonly problems

Guidelines

Provide you with diagnostic info

www.swift.com > Training > training topics > Connectivity
PREMIUM service features

Operational Monitoring

17

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Operational Monitoring
TPS information
Transaction per second (FIN, InterAct, FileAct)
Volume information (technical view)
Traffic volume and size (FIN, InterAct, FileAct)
Traffic on queue
• FIN queues
• SWIFTNet queues
1.
2.
3.
4.

On-line data display, (almost) real-time information
Select & save parameters (eg SNL, service)
Graph display
Data download in CSV file

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Operational Monitoring

When can I
expect peaks

Is there a
bottleneck ?

Can I handle more
traffic in my
current setup ?

Have volumes,
throughputs
increased ?
Is my traffic well
balanced across
SNLs ?
Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Operational Monitoring
Operational view on throughput
Identify your traffic peaks

Operational view on traffic volumes
Perform your capacity planning
based on actual trends

Real-time queue status
View the number of messages
on your FIN and SWIFTNet queues.

20

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Operational Monitoring

Helps you with:
• capacity planning
• business impact assessment
• trend analysis

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
PREMIUM service features
Named support contact
Quarterly meetings
22

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Quarterly meeting
Named support contact
Named Support Contact

Has a good
Monitor
understanding
exposure and
of your
manage risk
infrastructure

Quarterly
review of your
reported
cases

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013

Refine market
share
assessment

Performs a
coordination
role
Quarterly meetings

case review

infrastructure updates
latest news

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
PREMIUM service features

Business Continuity rehearsals

26

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Business continuity rehearsals
Why should you participate?
“Think the unthinkable”
Check seamless
reconnection

Check minimal
operational &
business impact

Test SWIFT
services

Test with
sponsored
parties

Identify
enhancements
(BCP/recovery
plans/interface products)

Assess impact on
message
reconciliation

Participate in community test
with Service Providers & Market Infrastructures
28

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Business Continuity exercises
Simulation of your
Disaster Recovery processes

Test and enhance your
Business Continuity readiness

Continuously improve your
resilience approach

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
What customers value most…
Testing the entire infrastructure from DNS to reconciliation
Ensuring that our software is ready
Have the necessary tools to be able to recover in an automated fashion.
The real chance to simulate a total loss scenario

The ability to be able to connect to all SWIFT
services without issues after the DRI recovery is
complete

Complexity awareness

Check the readiness of our domestic infrastructure
in such abnormal situation

Swift's push for realistic FIN message volumes

Possibility to do the test in live test environment instead
of only reading about it in manuals

Highlighting the need internally to perform these tests a
nd practice procedures

Good practice in case this
happens in production

Ensuring continuous service
Gain confidence that we can cope with almost any
contingency situation

Great support.

When ever we do this exercise I feel more and more
confident that SWIFT is actually the most resilient
network available

Test our recovery procedures in a real scenario
We were able to easily find FIN Messages and re-send
them with a PDE

Practical experience
PREMIUM service features

Premium Services FORUM

32

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Premium Services Forum
Your Operational Excellence is our Mission

Increase Resilience

Reduce Operational Impact

As Premium suite customer you participate to the annual
Premium Services Forum, a unique opportunity to meet with your
peers and collaborate on solutions to common challenges.
Join the community!
Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
About Raiffeisen Bank
International
Raiffeisen Bank International AG (RBI) regards both Austria, where it is a
leading corporate and investment bank, and Central and Eastern Europe
(CEE) as its home market. In CEE, RBI operates an extensive network of
subsidiary banks, leasing companies and a range of other specialised
financial service providers in 17 markets.
RBI is the only Austrian bank with a presence in both the world's financial
centres and in Asia, the group's further geographical area of focus.
In total, around 59.000 employees serve over 14.3 million customers
through more than 3,000 business outlets, the great majority of which are
located in CEE.

RBI is a fully-consolidated subsidiary of Raiffeisen Zentralbank Österreich
AG (RZB). RZB indirectly owns around 78.5 per cent of the common stock,
the remainder is in free float. RBI's shares are listed on the Vienna Stock
Exchange. RZB is the central institution of the Austrian Raiffeisen Banking
Group, the country's largest banking group, and serves as the head office of
the entire RZB Group, including RBI.
Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Brief introduction
Centralised Raiffeisen International Services & Payments was established
as a shared service centre of Raiffeisen Bank International, one of the
leading banking group in CEE, to service the network banks of the Group
Certified in March 2007 as a bank-owned SWIFT Service Bureau
Early adopter of Alliance Messenger - now part of the Web Platform – as
the Message Management Module
Servicing 26 BICs (majority in CEE, some in Asia) and processing around
80.000 FIN messages/day, few E&I messages and FileAct files
Project in motion to migrate Head-Office, thereby more than doubling
Gateway traffic
>1.100 users defined, +/- 500 users connecting daily, +/- 220 average
concurrent users
60 virtual SAG operators defined (TARGET2, FileAct,…)/10 SAG operators
for administration
Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Premium service
our experience
Dedicated contact person in SWIFT >>> know-how about our
environment specifics in case of issues
Timely answer to the cases & deep analyses >>> pro-active
recommendation, if necessary, based on experience of other Premium
Service customers
Close monitoring of network >>> on-line monitoring with notifications
about eventual connectivity issues – contact with network providers

Special attention provided during SWIFT changes (Standards activation,
Release upgrades)
Extensive Annual Healthcheck review (off-site & on-site) >>>
identification of potential risks and provision of recommendations for
implementing SWIFT best practices with focus on elements that directly
impact service availability, performance and security; including customised
training on customer chosen subjects
Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
PREMIUM support service

Key take aways

37

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Key take-aways
• Safeguard the health of your infrastructure
on which your customers depend
• Online traffic and queue status monitoring
made available to monitor throughput and
queue status information of your customers.
• Business continuity exercises give you the
opportunity to simulate and validate your
business continuity capabilities in a
controlled environment.
• Management escalation & priority call handling
ensure that those problems impacting the
main message flow of your customers will
immediately be handled by a specialized
engineer and are treated with higher priority.
Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Premium support

Problem management
- Priority call handling
- Management escalation

Prevention
- Quarterly case reviews

- Infrastructure health check
- Business Continuity rehearsals
- Named support contact

Training

Monitoring

- Troubleshooting training

- Online traffic and queue
status monitoring

39

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
PREMIUM support service

pricing & ordering

40

Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
Support Services offering

www.swift.com > Support > Support offer overview
Questions

42
Thank you
SWIFT Support Services
Standard

Call & problem
management

Monitoring

Reporting

Standard Plus

Premium

Premium Plus

Online support
Phone upgrade

Unlimited phone
access

Priority
handling mgt
escalation

Incident and
crisis mgt
SMS notification

Managed connectivity

Newsletters

Operational
account
management

Configuration
browser

Onsite
support

Support analysis
Availability

Incident reporting on swift.com

Preventive

Connectivity and
messaging
Phone alerting

Health check
Troubleshooting training
Business Continuity tests
Operational Monitoring tool
Named contact
Case review

Emergency / consultancy

Service Manager

On request for
blocking
problems

Premium Custom

Highly
customised

Bespoke
contracts

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Psf 213 work session - premium inside out

  • 1. Premium Support inside out Premium Services Forum 25-26 November 2013 Amsterdam Diana MAKIENKO Marie-Claire SMEETS
  • 2. SWIFT Support Services <1h PREMIUM PLUS <2h PREMIUM <4h STANDARD PLUS <6h Standard Plus STANDARD Traffic – payload - service criticality Premium Service Forum 2013 – Amsterdam – 25-26 November 2013 REMOTE SUPPORT Recovery time objective PREMIUM CUSTOM
  • 3. PREMIUM service features 4 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 4. PREMIUM service features priority problem handling management escalation 5 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 6. Support Immediate Priority problem handling Technical expert 7 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 7. Management escalation Management escalation Can not process send live messages ! 30 My VPN is down minutes Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 8. PREMIUM service features Health check Troubleshooting course 9 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 10. Health Checks why do they matter identify security risks identify operational risks identify performance risks alignment to SWIFT recommendations Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 11. Health Checks areas covered 1 Hardware health check 2 Software health check Health check report 3 Process health check Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 12. Health Checks deliverables Report with each checked item, an indication of the compliance with SWIFT recommendations and/or best practices. 1 2 Results overview 3 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013 Management summary Detailed findings, results and recommendations
  • 13. Troubleshooting course Recommendations Troubleshoot most commonly problems Guidelines Provide you with diagnostic info www.swift.com > Training > training topics > Connectivity
  • 14. PREMIUM service features Operational Monitoring 17 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 15. Operational Monitoring TPS information Transaction per second (FIN, InterAct, FileAct) Volume information (technical view) Traffic volume and size (FIN, InterAct, FileAct) Traffic on queue • FIN queues • SWIFTNet queues 1. 2. 3. 4. On-line data display, (almost) real-time information Select & save parameters (eg SNL, service) Graph display Data download in CSV file Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 16. Operational Monitoring When can I expect peaks Is there a bottleneck ? Can I handle more traffic in my current setup ? Have volumes, throughputs increased ? Is my traffic well balanced across SNLs ? Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 17. Operational Monitoring Operational view on throughput Identify your traffic peaks Operational view on traffic volumes Perform your capacity planning based on actual trends Real-time queue status View the number of messages on your FIN and SWIFTNet queues. 20 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 18. Operational Monitoring Helps you with: • capacity planning • business impact assessment • trend analysis Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 19. PREMIUM service features Named support contact Quarterly meetings 22 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 21. Named Support Contact Has a good Monitor understanding exposure and of your manage risk infrastructure Quarterly review of your reported cases Premium Service Forum 2013 – Amsterdam – 25-26 November 2013 Refine market share assessment Performs a coordination role
  • 22. Quarterly meetings case review infrastructure updates latest news Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 23. PREMIUM service features Business Continuity rehearsals 26 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 25. Why should you participate? “Think the unthinkable” Check seamless reconnection Check minimal operational & business impact Test SWIFT services Test with sponsored parties Identify enhancements (BCP/recovery plans/interface products) Assess impact on message reconciliation Participate in community test with Service Providers & Market Infrastructures 28 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 26. Business Continuity exercises Simulation of your Disaster Recovery processes Test and enhance your Business Continuity readiness Continuously improve your resilience approach Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 27. What customers value most… Testing the entire infrastructure from DNS to reconciliation Ensuring that our software is ready Have the necessary tools to be able to recover in an automated fashion. The real chance to simulate a total loss scenario The ability to be able to connect to all SWIFT services without issues after the DRI recovery is complete Complexity awareness Check the readiness of our domestic infrastructure in such abnormal situation Swift's push for realistic FIN message volumes Possibility to do the test in live test environment instead of only reading about it in manuals Highlighting the need internally to perform these tests a nd practice procedures Good practice in case this happens in production Ensuring continuous service Gain confidence that we can cope with almost any contingency situation Great support. When ever we do this exercise I feel more and more confident that SWIFT is actually the most resilient network available Test our recovery procedures in a real scenario We were able to easily find FIN Messages and re-send them with a PDE Practical experience
  • 28. PREMIUM service features Premium Services FORUM 32 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 29. Premium Services Forum Your Operational Excellence is our Mission Increase Resilience Reduce Operational Impact As Premium suite customer you participate to the annual Premium Services Forum, a unique opportunity to meet with your peers and collaborate on solutions to common challenges. Join the community! Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 30. About Raiffeisen Bank International Raiffeisen Bank International AG (RBI) regards both Austria, where it is a leading corporate and investment bank, and Central and Eastern Europe (CEE) as its home market. In CEE, RBI operates an extensive network of subsidiary banks, leasing companies and a range of other specialised financial service providers in 17 markets. RBI is the only Austrian bank with a presence in both the world's financial centres and in Asia, the group's further geographical area of focus. In total, around 59.000 employees serve over 14.3 million customers through more than 3,000 business outlets, the great majority of which are located in CEE. RBI is a fully-consolidated subsidiary of Raiffeisen Zentralbank Österreich AG (RZB). RZB indirectly owns around 78.5 per cent of the common stock, the remainder is in free float. RBI's shares are listed on the Vienna Stock Exchange. RZB is the central institution of the Austrian Raiffeisen Banking Group, the country's largest banking group, and serves as the head office of the entire RZB Group, including RBI. Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 31. Brief introduction Centralised Raiffeisen International Services & Payments was established as a shared service centre of Raiffeisen Bank International, one of the leading banking group in CEE, to service the network banks of the Group Certified in March 2007 as a bank-owned SWIFT Service Bureau Early adopter of Alliance Messenger - now part of the Web Platform – as the Message Management Module Servicing 26 BICs (majority in CEE, some in Asia) and processing around 80.000 FIN messages/day, few E&I messages and FileAct files Project in motion to migrate Head-Office, thereby more than doubling Gateway traffic >1.100 users defined, +/- 500 users connecting daily, +/- 220 average concurrent users 60 virtual SAG operators defined (TARGET2, FileAct,…)/10 SAG operators for administration Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 32. Premium service our experience Dedicated contact person in SWIFT >>> know-how about our environment specifics in case of issues Timely answer to the cases & deep analyses >>> pro-active recommendation, if necessary, based on experience of other Premium Service customers Close monitoring of network >>> on-line monitoring with notifications about eventual connectivity issues – contact with network providers Special attention provided during SWIFT changes (Standards activation, Release upgrades) Extensive Annual Healthcheck review (off-site & on-site) >>> identification of potential risks and provision of recommendations for implementing SWIFT best practices with focus on elements that directly impact service availability, performance and security; including customised training on customer chosen subjects Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 33. PREMIUM support service Key take aways 37 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 34. Key take-aways • Safeguard the health of your infrastructure on which your customers depend • Online traffic and queue status monitoring made available to monitor throughput and queue status information of your customers. • Business continuity exercises give you the opportunity to simulate and validate your business continuity capabilities in a controlled environment. • Management escalation & priority call handling ensure that those problems impacting the main message flow of your customers will immediately be handled by a specialized engineer and are treated with higher priority. Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 35. Premium support Problem management - Priority call handling - Management escalation Prevention - Quarterly case reviews - Infrastructure health check - Business Continuity rehearsals - Named support contact Training Monitoring - Troubleshooting training - Online traffic and queue status monitoring 39 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 36. PREMIUM support service pricing & ordering 40 Premium Service Forum 2013 – Amsterdam – 25-26 November 2013
  • 37. Support Services offering www.swift.com > Support > Support offer overview
  • 40. SWIFT Support Services Standard Call & problem management Monitoring Reporting Standard Plus Premium Premium Plus Online support Phone upgrade Unlimited phone access Priority handling mgt escalation Incident and crisis mgt SMS notification Managed connectivity Newsletters Operational account management Configuration browser Onsite support Support analysis Availability Incident reporting on swift.com Preventive Connectivity and messaging Phone alerting Health check Troubleshooting training Business Continuity tests Operational Monitoring tool Named contact Case review Emergency / consultancy Service Manager On request for blocking problems Premium Custom Highly customised Bespoke contracts