Manual E-bill 499.41

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Service Level Agreement (SLA) System availability and maintenance window Services Services Comments Machine time 7/24 hours Minus maintenance window Availability 99.5% per quarter Maximal contiguous down-times: • Total down-time • Partial down-time max. 12 hours max. 24 hours Only total down-times are included. Malfunctions reported during operating hours will be remedied within the agreed down-times for total and partial down-times. The agreed downtimes include the response time and the report that the malfunction has been remedied. The restoration time for data records depends on their size and cannot be guaranteed. Maintenance window Activities Comments Server Back-up of the application and database Back-up of system data Maintenance Maintenance required for technical reasons Maintenance required for application- related reasons Daily Once a week, each Sunday between 2 and 6 a.m. The storage period is 30 days. In the event of a “restore”, the data can only be restored back to the previous back-up. For maintenance of general IT infrastructure there is a 4-hour service window, usually on Sundays between 2 and 6 a.m. Maintenance required for application-related reasons will be discussed in advance with and announced to the persons concerned. Manual E-bill Version October 2010 58/64
E-bill help desk PostFinance has tasked Swiss Post Solutions AG with providing support for the e-bill service. Support services are free of charge for subscribers in accordance with the present SLA. Contact unit for support: E-bill help desk supported by Swiss Post Solutions AG Tel. 0800 111 101 E-mail e-bill.help @ postfinance.ch Availability times Monday to Friday Saturday and Sunday Response time 1st-level support 08:00–18:00 No availability Immediate Services Activities Call handling • Receipt of errors, problems and queries • Electronic entry of reports • Solution communicated to subscribers Problem handling • Dealing with and solving errors, problems and queries at the various support levels Coordination • Appoint problem owner • Set priorities and forward them Reporting Subscribers receive details of the number and type of data processed with their monthly statement. Manual E-bill Version October 2010 59/64
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499.41 en (pf.ch) 10.2010 PF Manual
Page 3 and 4:
Contents 1. Service description 6 1
Page 5 and 6:
12. Data formats 43 12.1 BillerID a
Page 7 and 8: The main purpose of e-bill is the f
Page 9 and 10: The following tax-related points mu
Page 11 and 12: Billers can ask PostFinance to forw
Page 13 and 14: 2. Registration processes for bille
Page 15 and 16: 2.4 Service for delivering data to
Page 17 and 18: 3.3.1 Registering via e-finance The
Page 19 and 20: When the bill recipient calls up th
Page 21 and 22: 4.7 Searching for bills Billers can
Page 23 and 24: 5. PostFinance processes 5.1 Receip
Page 25 and 26: 6. Bill recipient processes 6.1 Pro
Page 27 and 28: 7. Registration and cancellation Bi
Page 29 and 30: 7.3 Registration and cancellation v
Page 31 and 32: 8. Bill presentment module If the b
Page 33 and 34: The error codes below provide an ov
Page 35 and 36: 10. ISR subscription at PostFinance
Page 37 and 38: Channel E-finance online view yello
Page 39 and 40: The following web services are avai
Page 41 and 42: The following folders are used for
Page 43 and 44: 12. Data formats 12.1 BillerID and
Page 45 and 46: 12.2.1 User data Name Description P
Page 47 and 48: Comments: • For a registration
Page 49 and 50: Combination options for the amount
Page 51 and 52: 12.5.4 Other input or output format
Page 53 and 54: 13.2 Processes relating to bill pro
Page 55 and 56: 13.2.8 Booking and confirming the p
Page 57: Annex • Service Level Agreement (
Page 61 and 62: Example of PDFOnly billing Electron
Page 63 and 64: Abbreviations / Terms Description E
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Manual E-bill 499.41

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