business continuity- work session

Business Continuity

Cobus Coetzer Strate

Peter Drury CLS

Jonas Bergstrom SWIFT

Inga Wassenhoven SWIFT

Business Continuity Definition

• Defined set of activities

• Continuation of critical business functions

• Fast recovery

PSF 2014 Business Continuity - 24/25 November 2014 2

Incident timeline


Service goes

down

Service is

down

Service is

recovered

1. 2. 3.

?

Objective

• What answers are needed so that

you feel comfortable with your plan

for a SWIFT outage?

• What will you figure out when back in

the office?


Logistics

• 1h45 session

• Providing a platform to exchange

• Presentations as basis for group

discussions

• Note down your questions/ thoughts

• Assign speaker to share the most

important insight in your group at the

wrap up of this session


Agenda

• Defining Back Up Channels - Strate

• Crisis Communication from CLS

• SWIFT Crisis Communication and

Coordination

• Testing - CLS

• Wrap Up


Cobus Coetzer – Strate

Defining Back Up Channels

Background

Who is Strate?

• Role players – Johannesburg Stock Exchange (JSE)

– Various Stockbrokers

– Market participants

– South African Reserve Bank (SARB)

– Clearing house (Bankserv)

• Expectations – Competitive system infrastructure

– 99.5% system availability

– Regular updates


Overview of Infrastructure


Scenario 1

• Local or network issue (SWIFT is up)

– Transparent process

– Diversification of Telco providers

– SAG switching

– Multiple certificates

– Invoke DR process if necessary

– Limited market impact


Scenario 2

• SWIFT outage

– Partial, FIN only • Proactive monitoring

• SWIFT notifications

– Totally • Proactive monitoring

• SWIFT notifications

– Invoke backup channel

– Market impact


Scenario 2 (detailed)

• Backup channel

– Major clients

– Middleware • SWIFT or WAN

– MUR

– ISO 15022 header conversion

– Features • Delivery method,

– MQ, e-mail or FTP

• COA/COD over MQ

• Channel authority

• End to end monitoring


Questions?

13

THANK

YOU

Thank you

Defining Back Up Channels

Group discussion – 10 min

• Based on what criterias did you choose

the need of a back up channel?

• What message flows have a back up

channel?

• What do you expect from your service

provider?

• …


SWIFT Communication

• Operational status update changes

• For FIN, SWIFTNet and SnF

• Start update after 5 minutes

• Targeting updates each 30 minutes

• Standardised first message on

SWIFT.com Operational Status Page:


MARKET

Financial

Institution

MI SWIFT

“SWIFT is investigating an issue with the <FIN>

service. We will provide an update within 30 minutes

approximately.”

Communication during cold-start

• During a cold-start SWIFT will keep the community informed

on the progress via hourly operational status updates

– Ensure you’re subscribed to these updates

17

MARKET

Financial

Institution

MI SWIFT

SMS notification

is only available

to Premium Plus

customers

Support channels during major

SWIFT outage

18

MARKET

Financial

Institution

MI SWIFT

Phone

E-mail

Web

SWIFT Support

Standard Plus

Premium

Premium

Plus/Custom

Service Manager

X

Best effort

Best effort

X

THANK

YOU

Peter Drury - CLS

Crisis Communication from CLS

MARKET

Financial

Institution

MI SWIFT

Communications in crisis

20

What? • What’s the issue?

• What’s the impact on the customer?

• What are you doing about it?

• What should the customer be doing?

Who? • Who is affected?

• Who needs to be informed and to what level?

• Who needs to take action?

• How?

• Email?

• Telephone?

• Website?

When?

• When do the customers need to know?

• When do the customers need to take

action?

• When is the next timeline event?

THANK

YOU

Thank you

Communication


• What communication do you expect from your Market Infrastructure?

• What external/internal communication channels do you have?

• What gaps would you like to close?

• …


MARKET

Financial

Institution

MI SWIFT

THANK

YOU

Jonas Bergstrom - SWIFT

SC3 – SWIFT Crisis

Communication & Coordination

MARKET

Financial

Institution

MI SWIFT

SWIFT Crisis Coordination and Communication

(SC3) group

• Created following 9/11 at the request of the SWIFT Board

• The SC3 group exists to promote operational order in the financial

community through communications with key markets in the extreme

circumstance of a total SWIFT outage


MARKET

Financial

Institution

MI SWIFT

SC3 activation criteria

“… is a total loss or significant reduction in the level of SWIFT

services that cannot be resolved within the normal recovery timeframes”

SWIFT Crisis Executives will trigger the calling of SC3


MARKET

Financial

Institution

MI SWIFT

SC3 is not intended to interfere with or influence the

emergency activities of national authorities

SC3 is NOT in charge of managing the crisis at SWIFT

SWIFT SC3 structure

26

SWIFT OPS

SC3

SECRETARIAT

SC3

Voice Bridge

EURO

US DOLLAR

JAPANESE

YEN

UK POUND

SWISS

FRANC

Updates Lead Overseer

(NBB)

2 Board

members

MARKET

Financial

Institution

MI SWIFT

SC3 Communication procedures


MARKET

Financial

Institution

MI SWIFT

Disruption Recovery

SC3 Call 1 SC3 Call 2 SC3 Call 3 SC3 Call n

Regional

Crisis

Procedures

Regional

Crisis

Procedures

Regional

Crisis

Procedures

1-3 hours

THANK

YOU

Thank you

SC3


• What are your regional crisis procedures?

• What should the communication contain for you?

• What needs to be covered community wide?

• …


MARKET

Financial

Institution

MI SWIFT

THANK

YOU

Peter Drury - CLS

Testing

Planning for a crisis

31

Procedures

• Up-to-date?

• Accessible?

• Validated?

• Practised?

• Crisis

management

• Timeline

• Deliverables

• Regulatory and

compliance

• Communication

strategy

• Customer needs Technology

• Capable?

• Verified?

• Customer needs

Procedure

updates

Business

requirements

DR test War game

Technical

delivery

THANK

YOU

Thank you

Testing


• How did you decide what is covered with your tests?

• Who is involved in your tests?

• What should be tested community wide?

• Would you like to remove or add tests? And why?

• …


Wrap Up

• What will you figure out when back in the

office?

• How did you define the back up channels?

• What communication do you expect from

your MI in case of a crisis?

• What are your regional crisis procedures?

• What should be covered by crisis tests?


35

Questions?

36

Networking

Best Practices

You Informal B

reaks

Chat

Operational Topics Facilitators

So

luti

on

s

Key

Le

arn

ings Fun

Sessions Mon: 18:35-19:05

+ Cocktails & Snacks

Tue: 10:30-11:00

Tue: 13:10-13:40

Tue: 15:30-16:00

All details about Café Caroline can be found at the end of the

PSF Year Book: how to register, timing, topics, location

THANK

YOU

Thank you

business continuity- work session

Economy & Finance

business continuitydefinition

network issue swift

swift outage partial

operational status page

mq channel authority

dr process

end monitoringpsf

minutes targeting