Five levels of support designed to meet customer needs
Published on 4 May 2009
SWIFT announced today the launch of a new array of support packages. Until now, SWIFT only offered two levels of service: SWIFTSupport and SWIFTSupport Enhanced. As of 30 April, customers can choose between five different options.
Designed to meet the differing needs of low, medium and high volume customers, the five levels of support are:
Offering
Description
Standard
Standard addresses the needs of 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 from the activation date of the Alliance Lite service, with the option for unlimited phone support.
Previously known as "SWIFTSupport", Standard Plus is offered free of charge to all other SWIFT customers and provides unlimited support by telephone, e-mail and web. It also delivers pro-active notification when SWIFT detects a problem on the customer permanent connection. This package is the ideal solution for low to medium messaging volume customers.
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, such as yearly onsite health checks and troubleshooting training, to help customers maintain a fully functional environment. Premium customers are assigned a dedicated person as single point of contact for all support related enquiries and benefit from faster response times to help them get their applications up and running as fast as possible.
Previously known as "SWIFTSupport Enhanced", Premium Plus is the best choice for high volume institutions managing complex infrastructures which require high availability and reliability. It delivers high levels of pro-active support and personalised incident and crisis management. Features include personal SMS notifications in case of service incidents, pro-active messaging monitoring and alert, connection availability reporting, and emergency onsite support. Customers are assigned a dedicated service manager who will quickly respond to immediate issues and prevent future occurrences.
Under the Premium Custom package, SWIFT offers the customer the opportunity to fully customise the service and works directly with the customer to provide a programme that meets specific support requirements. Customers interested in this option must contact their SWIFT account manager.
Premium suite - Enhanced features for maximum preventive system care
The Standard levels of support are designed to meet the most common support requirements. If your business is time critical and your objective is to be able to recover from any component failure in less than four hours, then the Premium suite provides you with the services your require.
The Premium class support services come with enhanced features.
Premium customers now benefit from automated health checks, for example. Every year SWIFT performs onsite assessment of the customer’s infrastructure. By analysing the environment and systems on a regular basis, customers can maintain an optimal environment and prevent potential problems to occur.
As a direct result of customer feedback, SWIFT is now introducing a feature that makes the collection of the infrastructure data as well as the production of the health check report instantaneous and easy, thereby reducing the effort and cost associated with this exercise.
Other enhancements include: automatic messaging alerts in case SWIFT detects store-and-forward queue build-ups (in addition to FIN aborts and FIN queue build-ups notifications), and improved monthly connection availability reports with details about the availability of the customer FIN BICs and LTs.
Later in the year, SWIFT will also deliver remote support capabilities allowing customer-controlled remote access to critical diagnostic data and accelerated problem resolution. This functionality will be provided on demand to Premium Plus customers desiring to address issues instantly and with minimal involvement of their technical team.
For our existing customers
SWIFT will automatically convert existing customers under the SWIFTSupport and SWIFTSupport Enhanced agreement to Standard, Standard Plus, or Premium Plus. Existing customers needing higher levels of support can upgrade to one of the Premium offerings, using the order form available on the Ordering products and services page.
For our existing Alliance Lite customers, SWIFT provides free phone support until the end of August 2009. If required, these customers have the option to buy unlimited telephone support at a yearly fee.
