¶ Technology & Platforms
We are upgrading the platform and introducing new changes round the cloud.
As a fintech company, majority of our upgrades, changes and fixes are done in real time, with zero downtime. We use cutting edge technologies from Google, Microsoft, Facebook, LinkedIn etc. Please see the tech stack section for more information.
¶ Releases & Latest Changes
As a Software-as-a-Service (SaaS) company, we always bring you the latest platform irrespective of how big or small you are. Every client is important to us; and hence everyone is on the same platform & up to date at all times.
Please visit our releases page for key releases & information
¶ API Upgrades
For any API changes, we always ensure that we maintain backwards compatibility. However, when we do big changes (i.e. major versions) and we have to break backwards compatibility, we support both the major versions till our last client moves out of that API version.
¶ Support & Service Levels
Please note the following below are a generic guidelines of the platform. Your specific contract might specify otherwise depending on the commercials
¶ SLA
Aim: 99.95% SLA and uptime
Please note that any planned releases/upgrades do not count towards this SLA. Only unplanned system/application/service downtime counts towards this uptime percentage.
¶ Ticket Categories
| Category Acronym | Category | Description | Example |
|---|---|---|---|
| IR | Incident Request | Bug / Issues on the system (i.e. System behaves differently to what it should behave as; or what it states) | Clicking a button is supposed to reverse the return premium. However, it errors with code “Err123…” and is asking to contact the support@premfina.com |
| CR | Change Request | Changes to the system. Additional functionality. Could be…regulatory, trending, value-add, or innovation | Add a new functionality on the screen to help in xyz action |
| IQ | Information Query | Request for some training, additional information etc. No system changes are required here | Ask how to do an action (e.g. reverse return premium). Get training to open a power BI report. |
| SR | Service Request | Back-end Administration; Servicing request for a particular agreement. | Add a fee, add a return premium etc, add a permission/role |
¶ Priorities & SLA
| Priority | Description | Response Times | Recovery Times | Impact |
|---|---|---|---|---|
| P1 | System Down - No Workaround | 2 Hours | 4-8 Hours | All users are not able to access the platform |
| P2 | Functionality Down - No Workaround | 4 Hours | 8-24 Hours | High business impact |
| P3 | Functionality Down - Workaround available | 8 Hours | 48-96 Hours | Medium Business Impact |
| P4 | Any other | 48 Hours | 7 days + | Low business impact such as a work for in the future |
¶ Severity Types
(only applicable on P2s and P3s)
| Priority | Business Impact | Response Times | Description |
|---|---|---|---|
| Sev 1 | Direct Financial | Up to 8 Hours | Directly impacting payments etc (loss of payments etc) |
| Sev 2 | Indirect Financial | Up to 36 Hours | Should be able to calculate the impact amount of the estimated financials quite quickly |
| Sev 3 | Non Financial | Up to 96 Hours | Non urgent - but still P3 |
For any tech queries, please
it@premfina.com