Service Level Agreement A RETAILER. Barclaycard

Transcription

1 (Merchant Authorisation and Settlement Service) between A RETAILER and Barclaycard Document Version Control Version Control Owner Contact Relationship Manager Date V.1.4 Technical Relationship Management Xxxxx Xxxxx Xxxx Xxxx Jan 2011

2 Table of Contents 1. Introduction Overview of Document Glossary of Terms Online Authorisation Service Level Agreement Service Targets Hours of Operation Availability Response Times Authorisation Service Definition Overview Security Service Level Management Availability Management Notification of Scheduled Outages/Maintenance Helpdesk Support & Incident Problem Management Settlement Service Definition Overview Submission Cut-Off Processing Notification of Scheduled Outages Helpdesk Support & Incident Problem Management Signatures... 8 Technical Relationship Management Version 1.4 Page 2 of 8

3 1. Introduction 1.1 Overview of Document This is a Service Level Agreement (SLA) between Barclaycard and A RETAILER for the provision of full service support for the Barclaycard owned Merchant Authorisation and Settlement Service. 1.2 Glossary of Terms Acronym A RETAILER GPA GTOC LCB1 LSS MCC1 OLA POS POS1 SLA Tandem TNS Expansion Abbreviation (if any) Global Payment Acceptance Global Technology Operations Centre Large Corporate Business Authorisation Host Live Systems Support Multi Currency Authorisation Host Online Authorisation Point of Sale Authorisation Host for Dial Up (PDQ) transactions Service Level Agreement Authorisation System Host Transaction Network Services Technical Relationship Management Version 1.4 Page 3 of 8

4 2. Online Authorisation Service Level Agreement 2.1 Service Target It is our aim to become a World Class transaction processor. 2.2 Hours of Operation The service is required 24 hours a day, 7 days a week. 2.3 Availability Based on the operating hours of 24 hours a day, 7 days a week, the minimum acceptable availability for the service is 99.5%. This is inclusive of all service outages, whether planned or unplanned. To achieve World Class status, the service would have to achieve % availability. System availability will be measured on a basis of customer transactions, not a time basis (i.e. no transactions are lost). 2.4 Response Times The response times for each authorisation request are broken down into four parts: Network: The communications route that the transaction takes to and from the Tandem. Not all communications can be monitored by us from the Point of Sale (POS). For example, Host-to-Host customers will have details of response times within their own networks. Tandem: The length of time that the transaction sits on the Tandem Host before onward submission to the Card Schemes, and return to the customer once reply received. Issuer: The time taken for the transaction to be routed via the Card Scheme and/or Card Issuer and returned to the Tandem. Total: An amalgamation of the above three elements to create a total transaction response time from merchant submission of the request to receipt of the reply. The following table provides a breakdown of the response time targets (in seconds): Communication Link Tandem Application Network Tandem Issuer Total TNS Leased Line (X25/IP) LCB TNS Leased Line (X25/IP) MCC BT Leased Line (X25) LCB BT Leased Line (X25) MCC TNS ISDN POS TNS ISDN MCC BT ISDN LCB These times are measured as averages on a per hourly basis. The targets are achieved at all times, including under peak load. Technical Relationship Management Version 1.4 Page 4 of 8

5 3. Authorisation Service Definition 3.1 Overview The Tandem Host platform is used to provide an authorisation service for card transactions made by Barclaycard acquired merchants. Barclaycard acquired transactions are received by the Tandem from the appropriate POS device and forwarded to the relevant Card Scheme for onward submission to the Card Issuer to action the request. The response is received by the Tandem and passed back to the POS. In the event of connection problems with Card Issuers or Schemes, the Tandem can provide stand-in authorisation decisions, subject to pre-set parameters. The applications, or logical networks, that handle these processes are LCB1, MCC1 and POS1. Each network handles certain types of transaction. TNS are Barclaycard s chosen Comms supplier. TNS captures all Host to Host data using X25 Leaseline / IP Connect circuitry and passes it on to the Card Acquirer. 3.2 Security Hardware: the machines are stored in secured sites (Gloucester Block B for the live system GEMINI and Greenford for contingency system CYGNUS). The operating system used is Tandem Guardian passwords for this are controlled by GTOC Security Services at Radbroke Hall. Software: Pathway passwords are controlled by Tandem LSS (Northampton), Service Provision (Radbroke Hall) and Tandem Central Bridge (Radbroke Hall), depending on the relevant user group. Tandem configuration files can only be added, amended or purged by Tandem LSS or Service Provision. 3.3 Service Level Management This SLA will be owned and maintained by Barclaycard. To ensure accuracy and relevance of the content, a review of the SLA should be conducted every 12 months. Any proposed changes to the agreement should be submitted to the Technical Relationship Management Team as least 30 days prior to review. 3.4 Availability Management The Technical Relationship Management Team will provide the measuring and reporting of Tandem availability. Production of such reports will have no impact on the live Tandem service. Additionally, reports using the TNS reporting system will be produced by Technical Relationship Management to help provide end-to-end measurement. 3.5 Notification of Scheduled Outages/Maintenance On a regular basis our Tandem will be switched to our Contingency System. We will run on the Contingency System for 24 hours prior to switching back to our Primary System. (Normally such switches are planned for a Sunday between the hours of 02:00 to 03:00 with switchback taking place the following Monday between the hours of 02:00 to 03:00). These outages allow us to ensure both systems are a mirror image of the other. You will be notified via at least 30 days prior to such outages taking place. Continued Technical Relationship Management Version 1.4 Page 5 of 8

6 In addition to the above, from time to time it will be necessary to undertake ad-hoc outages to allow for hardware and software upgrades, fault fixing and environmental maintenance. In these circumstances, when periods longer than those detailed above are required we will endeavour to give 30 days notice via , however, due to business constraints or the nature of such outages, we cannot guarantee the notification period. Similarly, TNS will on a quarterly basis reset the X25 switch (known as Netrix Reload). This reset/switch will allow the latest versions of software to be uploaded and the memory buffers to be cleared. This is part of the on-going network health check and maintenance and ensures that the network continues to run in synchronisation and to peak performance. In rare circumstances, when periods longer than those detailed above are required, at least 30 days notice will be given via , whenever possible. We will require A RETAILER to supply an address to which scheduled outage communications can be sent. 3.6 Helpdesk Support & Incident Problem Management The majority of Tandem-related incidents are reported directly to our Technical Helpdesk from our merchants. The Technical Helpdesk have a number of tools that monitor components such as the Tandem applications and communications links. In the event of an unscheduled outage, the Technical Helpdesk will have an action plan in place within 30 minutes of the outage. The Technical Helpdesk will contact Network Providers and/or Central Bridge during the course of the outage for hourly updates until the problem has been resolved. The Technical Helpdesk hours of operation are (on site) and (on call) Monday to Friday, Saturdays and Sundays. The contact telephone number is and between and (Monday Sunday), calls are directed to the Central Bridge at Radbroke Hall. Escalation is via our Technical Relationship Management on telephone number Technical Relationship Management Version 1.4 Page 6 of 8

7 4. Settlement Service Definition 4.1 Overview This section covers the submission methods and settlement of payment card data to us. 4.2 Submission Cut-Off The file(s) should be received and acknowledged (by electronic report MT028) by 05:00 hours to us. 4.3 Processing We will process payment card transactions through the Card Schemes on the day of receipt assuming A RETAILER meet the cut-off deadline. We will produce an electronic report (BLO10) which is available to A RETAILER- this will confirm the value of files received and give details of any rejections/adjustments. 4.4 Notification of Scheduled Outages At least once a year the Barclaycard Settlement service will be switched to the Contingency System. We will run on the backup site for 7 days prior to switching back to our Primary System. (Normally such switches are planned during the normal housekeeping window on a Sunday between the hours of 09:00 to 18:00 with switchback taking place during the same time period on the following Sunday). This procedure allows us to ensure both systems are a mirror image of the other. You will be notified via at least 30 days prior to any switch taking place. We will, from time to time, perform routine scheduled maintenance work and emergency unscheduled work which will result in the system/networks being partially unavailable or out of service. Whenever possible, we will endeavour to give 30 days notice via of such an outage taking place. Similarly, TNS will on a quarterly basis perform network health checks and maintenance to ensure that the network continues to run in synchronisation and to peak performance. In rare circumstances, when time periods outside the normal housekeeping window are required, at least 30 days notice will be given via , whenever possible. We will require A RETAILER to supply an address to which scheduled outage communications can be sent. 4.5 Helpdesk Support & Incident Problem Management All payment file submission incidents are reported directly to the Technical Helpdesk from our merchants. The Technical Helpdesk has a number of tools that monitor the receipt of the files. In the event of an unscheduled outage the Technical Helpdesk will have an action plan in place within 30 minutes of the outage. The Technical Helpdesk will contact Network Providers or Central Bridge during the course of the outage for hourly updates until the problem has been resolved. The Technical Helpdesk hours of operation are (on site) and (on call) Monday to Friday, Saturdays and Sundays. The contact telephone number is and between and (Monday Sunday), calls are directed to the Central Bridge at Radbroke Hall. As this type of work is not the primary focus of the Central Bridge, all queries they receive during this period are actioned on a best endeavours basis. Escalation is via our Technical Relationship Management on telephone number Technical Relationship Management Version 1.4 Page 7 of 8

8 5. Signatures Agreed for and on behalf of: Barclaycard Technical Relationship Management Agreed for and on behalf of: A RETAILER Signature Name Signature Name Date Date Technical Relationship Management Version 1.4 Page 8 of 8