SWIFT launches new array of support offerings

Five levels of support designed to meet the diverse requirements of low, medium and high volume customers

SWIFT provides world class support services to all its customers, 24 hours a day, 7 days a week. To better respond to customer needs, SWIFT is announcing the launch of a new array of support packages.

 “Until now, we were only offering two different levels of support service,” says Amanda Westwood, Head of Customer Service. “However, every business and every environment is different. That’s why we want to give customers the choice and allow them to select what’s relevant to their organisation.”

As of 29 April 2009, customers can opt for five different levels of support.

While the standard levels of support meet the most common support requirements, the premium suite is designed to offer significantly faster and pro-active problem management capabilities.

• Standard – offered to Alliance Lite customers
  Standard addresses the needs of our low volume customers. Provided free of charge to all customers who subscribe to Alliance Lite, Standard offers unlimited web and e-mail access to support, and also includes three months free telephone support, with the option for unlimited phone support.
  
  
• Standard Plus – offered to all other SWIFT customers
  Previously known as SWIFT Support, Standard Plus is offered free of charge to all SWIFT customers and provides unlimited support by telephone, e-mail and web, including pro-active notification in case of connectivity issues. This package is the ideal solution for low to medium messaging volume customers.
  
  
• Premium – faster and preventive support
  Premium is tailored to medium size customers who operate business critical infrastructures and need to recover operations in the shortest possible timeframes. It provides preventive support features to help customers maintain a fully functional environment, as well as faster response times to help them get their applications up and running as fast as possible.
  
  
• Premium Plus – for high volume and highly resilient SWIFT infrastructures
  Previously known as SWIFT Support Enhanced, Premium Plus is the best choice for high volume institutions managing complex infrastructures which require high availability and reliability. It provides high levels of pro-active support and personalised incident and crisis management.
  
  
• Premium Custom – fully customisable service
  Under the Premium Custom package, we offer the customer the opportunity to fully customise the service. We work directly with the customer to provide a programme that meets specific support requirements.

Ordering
Existing customers can upgrade to one of the premium offerings by using the order form available on the Ordering products and services page.

More detailed information about our support offering as well as factsheets can be found on the support page.