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4 new proactive support options
CS Evolution
Becky Almodovar
March 3, 2015
CS evolution – 4 new proactive support options
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In the ever-changing landscape of products and services,
evolving our support services to continue to
meet the needs of our customers is key for SWIFT.
With this presentation we will inform you about the new
support products that we have lined up for you, as a
result of our customer consultations and technical
evolutions.
CS evolution – a small recap...
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We listened to you...
You proposed changes...
We created new products.
Improving the Knowledge Base
• 2-3 minutes video clips
• In the Knowledge Base
• Always accessible
• Can be replayed as often
as you want
• Step-by-step instructions
to prevent problems
• 80+ video tips covering Alliance Access, Alliance Gateway,
Alliance Lite2, SWIFNet Link, Browse, HSM, swift.com and
much more
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http://www.swift.com/support/video_tips.page
Statistics
January 2015
Plays
4,700 Video’s
80+
Would recommend
to a colleague
SOFE
surveys
50 100% Quality rating
4.6
Usefulness rating
4.6
Plays / day
200+
4 new support options for you ready to taste...
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MONITORING &
ALERTING
OPERATIONAL
CHECK-UP STANDARDS
UPGRADE
MEET THE
EXPERT
Monitoring & Alerting
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MONITORING &
ALERTING
Monitoring & Alerting
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Standard Plus and Premium Support (global 24*7*365
support)
Queue threshold (SnF)
BIC - Logical Terminal (LT) abort
Ba
se
line
M
on
ito
rin
g/A
lert
ing
SWIFTNet Link (SNL) disconnect
Store and Forward (SnF) aborts
Queue threshold (FIN)
Monitoring & Alerting – how does it work ?
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You Monitoring
Case
Manager
Event Alert
notification
sms
Notification only
No follow-up
SWIFT
alert
We know when your lights are out..
Monitoring & Alerting – outcome
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Attention: This is an automatically generated
e-mail: do not reply to this e-mail.
Dear Customer,
The SWIFT connectivity monitoring tool
detected that LT: BANKXXXX has been
disconnected.
SWIFT will not further investigate the
problem.
We strongly recommend you to undertake
the necessary steps in order to restore
your connectivity.
Please check tip 5019730 for details
related to this notifcation
To check your configuration and analyse any
potential impact, visit the SWIFT Configuration
Browser on swift.com.
Best regards,
SWIFT Customer Support
SMS E-mail
Monitoring & Alerting
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Your benefits
• ‘Peace of mind’ on monitoring of your SWIFT components
• Personal warning mechanism in case of aborts, disconnects or threshold exceeded.
What do we do for you?
• SWIFT will monitor your components
• When an alerts occurs, we will notify you through an e-mail and/or SMS
What’s in the package?
A ‘pack’ of 5 critical components to be monitored:
• 1 BIC (with assosiated LT’s)
• Max of 2 SWIFTNet Link
• Max of 2 Store-and-Forward queues
+ option to add extra monitored components
MONITORING
& ALERTING
Operational Check-up
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OPERATIONAL
CHECK-UP
Operational Check-up
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Health Check
Operational Check up
Application
Administration
Connectivity
and Network
Resiliency and
Recovery
Security
Management
System
Administration
System
Configuration
Alliance Web
Platform
Alliance
Access
Alliance
Gateway/
SWIFTNet Link
Operational Check-up
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Your benefits Peace of mind on system readiness of your SWIFT interfaces
What do we do for you? A SWIFT Support expert analyses and prepares a report with findings and
recommendations based on a series of scripted checks performed on your SWIFT
interfaces
What’s in the package?
• Kick-off discussion with you
• Pre-analysis check, data collection
• Scripted checks, results analysis
• Data interpretation and summary report
OPERATIONAL
CHECK-UP
Standards upgrade
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STANDARDS
UPGRADE
Standards upgrade
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Your benefits
‘Peace of mind’ on yearly Standards Release patch implementation of your Alliance
Access environment
What do we do for you?
SWIFT will perform a pre-analysis of your system environment before remotely
installing the annual FIN Standards Release patch on your SWIFT Alliance (Test)
system(s)
What’s in the package?
• Pre-analysis of your system environment
• Investigation of your impacted messages for that year (FIN MT delta report)
• Remote installation of the patch
• Follow up on results (NAK report)
STANDARDS
UPGRADE
High-level Standards Release Impact
Assessment
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SAA 7.0.80
STANDARDS
UPGRADE
Meet the Support expert
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MEET THE
EXPERT
Meet the Support expert
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Targeted towards preventive support
• Get advice on problem avoidance
• Learn about best practices
• Discuss with SWIFT expert on ‘how to’ cases
MEET THE
EXPERT
Meet the Support expert
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Your benefits Fast, flexible and professional problem prevention vehicle for your staff
What do we do for you?
Remote one-hour session (via WebEx, teleconference) to ‘meet the Support-expert of
SWIFT’
What’s in the package?
• Validation of session request, book the expert (1 week notice)
• Prepare the session with you, set expectations
• Manage and run the session
• Validate feedback
MEET THE
EXPERT
Interested in more?
To order these optional support options:
• Go to www.swift.com/support (click on Support offer overview)
• Contact your SWIFT Account Manager
• Contract SWIFT support
Visit the SWIFT Knowledge Base to access the ‘How to’- videos
For more information on Support packages and other Services,
visit www.swift.com/services
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