Marketnode Technical Support & SLA Commitments
This Support Handbook ("Handbook") sets out the technical and support procedures for Marketnode and its customers including SLA commitments. This Handbook should be read in conjunction with the agreement(s) entered into between Marketnode and each Customer, which may have customer specific terms that supersede this document.
| System / Platform | Operational Hours | RPO | RTO |
|---|---|---|---|
| Fundnode | 07:00 – 18:00 SGT Singapore Business Days | 0m | 1h |
| Gateway | 09:00 – 18:00 SGT Singapore Business Days | 0m | 2h |
| Marketnode Hosted Smartflow | 09:00 – 18:00 SGT Singapore Business Days | 0m | 2h |
| Customer-Hosted Smartflow | As per individual Customer requirements | N/A | N/A |
Routine Maintenance and upgrades made to platforms may be performed outside of the defined Operational hours above.
Emergency Maintenance is only performed when there is critical upgrade to be applied to maintain integrity and security of the platform. The date and timing of the maintenance will attempt to be executed during non Operational hours for the impacted Customers, but may not always be possible. The following triggers will be managed as Emergency Maintenance:
| ID | Service | Metric | SLA |
|---|---|---|---|
| FN_1 | Fundnode SFTP & Swift Interface | Availability | 99.9% |
| GW_1 | Gateway UI & API | Availability | 99.9% |
| SF_1 | Marketnode Hosted Smartflow UI & API | Availability | 99.9% |
The above SLAs are calculated per quarter.
Any customer specific SLAs may be found within the customer's agreement(s).
Marketnode operates a 24×7 operations centre to constantly monitor production services and will take proactive steps to resolve any issues prior to customer impact, however should an issue be experienced, the following mechanisms are available to raise an issue.
Marketnode provides an online support portal (support.marketnode.com) to raise issues, where the severity can be set together with details of the incident, including screenshots, and attachments can be uploaded. Marketnode customers should select the appropriate request type to ensure the ticket is routed to the correct team for prompt resolution. Issues raised outside of this portal will be treated as a Severity 4 issue.
Users will receive an email notification confirming Marketnode's receipt of the issue. Further communication and updates can be conducted via the responses to the email and/or via the support portal. Issue severity should be based upon the below classifications and Marketnode reserves the right to update the severity in the event of an incorrect setting.
Each Customer acknowledges that Marketnode's ability to provide support is dependent on the performance of these obligations, including the following:
Broadly, there are 2 types of support requests:
Issues will be classified by Marketnode, in discussion with the Customer and in accordance with the following levels of severity. All other types of support requests will be classified as a Severity 4.
An emergency situation which critically impairs the Customer's business operations until it is rectified or a workaround is in place. Such incidents are typically characterised by the unavailability of entire application system during the Operational hours, a breach of SLA or security breaches and will cause material financial, reputational, compliance, or significant increase in risk of impact if not resolved quickly.
A detrimental situation caused by a significant error in the application, performance degrades substantially under reasonable loads or key functionalities of the application are not accessible by all users, thereby causing a significant impact on business operations, or a significant risk of an SLA breach.
The application is impaired caused by unexpected behaviour in the application. The impact is not time critical, has a reasonable workaround or only impacts selected users, thereby causing little or no significant impact.
A noticeable situation, caused by an error in the application, in which use of the application is affected in some cosmetic or ergonomic way and has minimal impact causing no significant impact on business operations, or an issue which is reasonably correctable by a documentation change or by a future, regular release from Marketnode.
| Severity | During Operational Hours | During Non-Operational Hours | ||
|---|---|---|---|---|
| Response Time | Resolution Time | Response Time | Resolution Time | |
| 1 | 30m | 2h | 1h | 4h |
| 2 | 1h | 4h | 2h | 6h |
| 3 | 4h | 1 Business Day | 8h | 1 Business Day |
| 4 | 2 Business Days | TBC with Customer | 2 Business Days | TBC with Customer |
The detection of an event that has or may compromise the data security of the platform, or the attempt of such an event, will be initially treated as a Severity 1.
In the rare event of multiple issues or a market-wide disruption, Marketnode may not be able to respond directly to each incident raised by each customer and declare a Major Incident. In such an occurrence, Marketnode will provide regular status updates via its communication platform (status.marketnode.com) and will respond to individual issues to confirm resolution when the Major Incident impact has been resolved.
Marketnode operates a highly available infrastructure and together with our operations team, we ensure that our platforms are always available. In the unlikely event of infrastructure outage, Marketnode will perform the necessary failover activities within minutes. Customers are not required to change their processes or method of connectivity. Any significant interruption to services will be documented at the status page above.
Failure to meet any SLAs will be excused to the extent the following circumstances are present:
| Version | Date | Material Changes |
|---|---|---|
| 1 | 1 Sep 2024 | Initial Version |