tips service desk - european central bank · 2018. 9. 4. · tips service desk • central bank...
TRANSCRIPT
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TIPS Service Desk
Laura Ricciardi
Banca d’Italia TIPS Contact Group #9
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Agenda
2
ESMIG Portal and main interfaces
TIPS Service Desk
1
2
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ESMIG Portal
3
ESMIG Portal Service List
CRDM Data Migration Tool TIPS GUI TMS
Access to the each service is granted by selecting the relevant application and a System User from the list.
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CRDM
4
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Data Migration Tool (DMT)
5
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TIPS GUI
6
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• Search results can be browsed by pressing the «Details» action button
7
Trouble Management System (TMS)
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Agenda
8
ESMIG Portal and main interfaces
TIPS Service Desk
1
2
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Who can contact us
9
TIPS Participant
TIPS Participant
Central Bank
Except for technical connectivity issues
TIPS Service Desk
Central Banks • Central Bank users can contact the TIPS Service Desk directly for themselves or on behalf of their customers.
• TIPS Participants can contact the TIPS Service Desk directly only for technical connectivity issues. In all other cases they have to contact their relevant CB.
Central Bank
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When to contact us
Pre-Production
Incident/Problem Priority
Severity Impact
Priority 1 Critical Complete unavailability of settlement
Priority 2 Urgent Partial failure (but workaround available)
Priority 3 Medium Performance problems
Priority 4 Low Query or service request
From To Type of support
08:30 17:30 Standard support hours
17:30 08:30 No support
TARGET holidays No support
Resolution Time
Before the end of the Operating Hours
2-5 business days
According to the agreed plan
According to the agreed plan
incident response time
< 15 mins