Digital Banking Platform Support Services
1 Support Services
1.1 Generally. During the Term, as part of the Digital Banking Services and at no additional cost to Customer, CSI shall provide Customer with the Support Services described below. CSI personnel providing Support Services shall have reasonably sufficient expertise and be suitably trained in identification and resolution of Issues relating to the Digital Banking Services.
1.2 Help Desk. CSI shall provide Customer personnel with access to a Support Services response telephone line and/or web portal for the resolution of technical questions and issues involving the Digital Banking Services (the Help Desk). The Help Desk shall be available on a twenty-four (24) hours per day, seven (7) days per week, three hundred sixty-five (365) days per year basis.
1.3 Reporting, Logging, and Tracking. Customer will engage with the Help Desk in connection with: (a) initial reporting of defects that prevent the Digital Banking Services from operating substantially in conformity with the documentation (each, an Issue); and (b) Customer inquiries regarding the ordinary use and operation of the Digital Banking Services (each, an Operating Inquiry). CSI shall assign a unique identifier to each individual Issue and Operating Inquiry reported by Customer and shall log and track Issues and Operating Inquiries through final resolution or other closure.
1.4 Third-Party Issues. If CSI determines that an Issue is caused by a third party contracted by CSI, CSI will report the Issue to the third party in accordance with the third party’s support and error resolution procedures. CSI will manage resolution of the Issue to closure on Customer’s behalf as part of and in accordance with its Issue tracking and resolution processes. Customer acknowledges and agrees that resolution of third-party Issues may require the coordinated, collaborative effort of CSI, Customer, and applicable third parties.
1.5 Foreign Translation. Support Services may include the facilitation of foreign translation activity. Customer acknowledges that CSI provides no assurances, representations, or warranties concerning the accuracy of foreign translation. Customer is solely responsible for validating the suitability and accuracy of any translated material. Customer agrees to indemnify and hold CSI harmless from and against any claims, demands, costs, or damages relating in any way to the translation of content, disclosures, agreements, messages, or questions arising in connection with the provision, configuration, implementation, or support of any Digital Banking Services.
2 Releases
2.1 Generally. CSI will deploy versioned updates to the Digital Banking Services and associated software (Releases) on a regular basis pursuant to CSI’s then-current standard operating procedures and in accordance with the schedule reasonably prescribed by CSI and communicated to Customer from time to time. To the extent that Releases or other changes to CSI systems may involve or require an outage or maintenance window, CSI will provide Customer with reasonable advance written notice of the anticipated timing and duration of any such outage or maintenance window. CSI may deviate from its standard processes, sequencing, or timeframes in order to promote a ‘hotfix’ for the purpose of mitigating or resolving a security vulnerability or addressing time-sensitive updates to functionality. CSI will provide Customer with notice of a ‘hotfix’ as soon as is reasonably practicable.
2.2 Release Notes. In general, CSI will provide or make available documentation describing the specific updates, new features, new functionality, or other changes to the Digital Banking Services and software associated with a particular Release (Release Notes). Customer personnel shall be responsible for reviewing and appropriately disseminating Release Notes.
3 Issue Handling
3.1 Issue Classifications. Each Issue experienced by Customer will be reasonably classified by CSI into one of the following classifications:
- A High Priority Issue is any Issue that inhibits one or more critical system functions and affects all Clients.
- A Medium Priority Issue is any Issue that materially inhibits a system function and impacts multiple Clients.
- A Low Priority Issue is any Issue causing a non-material impairment or degradation of the Digital Banking Services.
3.2. Notification of Issues. When reporting any Issue, Customer will contact the Help Desk and provide a reasonably detailed description of the Issue. If CSI detects or learns of an Issue without notification by Customer, CSI shall notify Customer about the Issue as soon as is reasonably practicable. After normal business hours High Priority Issues must be communicated using the Help Desk phone line (not the Help Desk web portal).
3.3. Issue Correction – High Priority Issues. Within 4 business hours of detecting or being notified of a High Priority Issue, CSI shall assemble the appropriate personnel required to analyze the Issue, identify potential solutions, and determine the best plan of action. Customer shall be permitted to participate in this process. CSI personnel shall be dedicated to resolving the High Priority Issue on a continuous basis until an acceptable correction or workaround is supplied. A CSI representative will provide Customer with status updates on an hourly basis. If CSI provides Customer with an acceptable workaround for a High Priority Issue, then it will be re-classified as a Medium Priority Issue.
3.4 Issue Correction – Medium Priority Issues. Within 8 business hours of detecting or being notified of a Medium Priority Issue, CSI shall assemble the appropriate personnel required to analyze the Issue, identify potential solutions, and determine the best plan of action. A CSI representative shall keep Customer regularly informed of the status. Medium priority Issues identified during after-hours will be worked the following business day.
3.5. Issue Correction – Low Priority Issues. For each Low Priority Issue, CSI shall, beginning within 5 Business Days of detection or notification of such Low Priority Issue, work with Customer to document and address the Issue in a commercially reasonable manner.
3.6 Exclusions. Support Services may not conform to the timeframes stated above in the event Issues are associated with:
3.6.1 Customer’s failure to observe any of its obligations under this Agreement which have a direct impact upon CSI’s provision of the Support Services;
3.6.2 Scheduled Maintenance;
3.6.3 Failures or faults caused by Customer’s third-party suppliers;
3.6.4 Customer failing to keep CSI informed of any technical environmental changes that would affect CSI’s provision of Service; and
3.6.5 Notification after business hours of High Priority Issues by web portal Help Desk versus phone line Help Desk.