Support Subscription Service

Service

The Murex Support Subscription service (MSS) is designed to serve financial institutions that rely on the MX platform to support their treasury and capital markets activity. It provides our customers with the possibility of streamlining their MX support operations, while reducing the total operating cost of the platform.

The service is delivered through the most reliable remote communication tools and is powered by a robust help desk system ensuring the maximum efficiency in logging and resolving support requests and incidents, as well as providing the ability to report, track and analyze the reported tickets.

Subscription Plans

Basic Plan
14-day Trial

Standard Plan
14-day Trial

Enterprise Plan
30-day Trial

5,000$ /Month

9,000$ /Month

Available Upon Request

Functional Support

• 1 Incident Request /Day
• 3 Service Requests /Day

• 2 Incident Requests /Day
• 6 Service Requests /Day

• Customized

Technical Support

• 1 Incident Request /Day
• 3 Service Requests /Day

• 2 Incident Requests /Day
• 6 Service Requests /Day

• Customized

Reference Data

• Unlimited

• Unlimited

• Unlimited

FX Functional Support
  • P&L Queries
  • Positions and cash reconciliation
  • Trade entry issues & best practices
  • Simulation & risk matrices
  • Pricing & e-tradepad
  • Front office workflows maintenance
  • Accounting troubleshooting and maintenance
  • Post-trade workflows maintenance(confirmation, settlements/payments, etc.)
  • OSP queries troubleshooting
  • Resolving error queues and task failures
  • MLC limits maintenance
FX Technical Support
  • Upstream, downstream, and market data interfaces debugging
  • EOD scripts execution and monitoring
  • Maintenance of Datamart feeders
  • Optimization of reports execution
  • Deployment, monitoring & troubleshooting of MX environments
  • System performance analysis and optimization
Reference Data
  • Static data maintenance
    Instruments
    Date calendars and shifters
    Third Parties
  • Market data maintenance
    FX sports
    Interest rate curves
    Volatility curves
    Bonds prices
    Future prices
    Equities and commodities prices
    Generic market parameters
    Etc.
  • User access rights
  • Navigation rights
  • STP rights

Service Level Agreements

01.
Hours of Support

This service is available to our subscribers From Sunday to Friday during their corresponding working hours typically from 8.00 AM to 6.00 PM.

Our support team shall be also made available outside working hours upon client request

Support requests and incidents are reported through one of the following channels:

a. Via e-mail through a dedicated e-mail address (set-up upon subscription).

b. by calling the dedicated support manager (assigned upon subscription)

c. by calling directly the primary agent responsible (assigned upon subscription)

If a critical incident or a service request is initiated by e-mail, the requestor should indicate the high priority of the request in the email subject or body, or it must be followed up by a telephone call to the support manager to ensure proper prioritization.

Upon creation of a ticket, the customer will automatically receive through e-mail a Receipt Confirmation with the ticket or reference number. This confirmation denotes that the Incident or Service Request has been logged at the ITS Service Desk and that it is being assigned to a work group.

02.
Contacting support
03.
Ticket Prioritization

The Support Manager assigns a priority to every incident or service request that is initiated. The prioritization model is used to ensure a consistent approach to defining the sequence in which each item needs to be resolved and to drive the assignment of the resource.

The priority assigned to a ticket depends upon:

  1. The impact on the business: size, scope and complexity of the incident

  2. The urgency to the business: time within which resolution is required

  3. The technical complexity of the request or incident

  4. The expected effort in resolving or completing the task

    Upon creation of a ticket, the customer will automatically receive through e-mail a Receipt Confirmation with the ticket or reference number. This confirmation denotes that the Incident or Service Request has been logged at the ITS Service Desk and that it is being assigned to a work group.

The following chart shows the Incident Target Customer Status Update and Target Resolution Times by Priority after creation and initial assessment and assignment of a ticket by the Support Manager. Resolution Times are measured in clock hours and/or minutes unless otherwise specified.

  1. The Target Customer Status Update Time is the time interval that Sequel has to update the Customer who reported the Incident on ticket status

  2. The Target Resolution Time is the total time from ticket creation to Incident resolution and restoration of service to the user. Service may be restored either by a workaround or by a permanent solution. Sequel strives to resolve ninety percent of incidents within the time frame specified for each Priority

Priority Target Customer Status Update Time Target Resolution Time
Critical Every 60 minutes 4 hours or less
High Every 2 hours 8 hours or less
Medium Upon request 24 hours or less
Low Upon request 3 business days
04.
Incident Target Customer Status Update and Resolution Times