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Mechanism for Submitting Reports of Problems and Malfunctions in SAMANET System

No: 381000058769 Date(g): 28/2/2017 | Date(h): 2/6/1438

Translated Document

We would like to inform you about the signing of a Service Level Agreement (SLA) between the Banking Execution Department, the Special Execution Division, and the General Directorate of Information Technology at the Central Bank, which will come into effect starting from March 1, 2017G. The agreement outlines the classification and prioritization of SAMA Net system issues based on their importance, the mechanism for resolving them, and the timeframes for addressing these issues according to their classification. It also specifies the timelines for handling other requests related to the SAMA Net system. The aim of this agreement is to minimize SAMA Net system issues and prevent their recurrence, as well as to ensure swift, effective, sustainable, and comprehensive solutions. The agreement also emphasizes performance monitoring and evaluation to enhance service efficiency.

Attached is a table detailing the types of issues or malfunctions, their levels of importance, and the instructions for reporting and submitting complaints to the General Directorate of Information Technology at the Central Bank regarding these issues and malfunctions.

Please take note of this and comply with the attached instructions starting from March 1, 2017G.

  • A table showing the classification of issues and failures:

Importance
 

Type and address of the issue or malfunction
 

1

(critical)
 

  1. Complete failure of the Sama Net system at banks or exchange companies. (To be determined by the Central Bank) 

  2. A slowdown in the Sama Net system at the Central Bank, multiple banks, or multiple exchange houses. (to be determined by the Central Bank)
     

2

(Highly Important)
 

  1. A malfunction in the Sama Net system at a particular bank or exchange company.
     
  2. Failure of specific steps in the Sama Net system at multiple banks or exchange houses.
     

3

(Important)
 

  1. Overlapping requests in the Sama Net system.
     
  2. Problem with a specific request in Sama Net.
  3. Required user permissions (add, delete, change and activate) on the Sama Net system for banks or exchange companies.
     

(sent by the bank's coordinator)
 

 

 

  •  Instructions for registering communications and requests:
1.Communications and requests are registered by sending an email to SAMASD@SAMA.GOV.SA.
2.The email should include a clear and specific subject line for the type of issue, malfunction, or request:
 
  ■1 (Highly Important) - Sama Net malfunction at (bank name)
  ■3 (Important) - Problem with a specific request in Sama Net with (request number)
 
3.In the case of adding, deleting, changing or activating powers on the Sama Net system for banks or exchange companies. The request shall be submitted by sending an email with the form attached to the above address, taking into account the mechanisms for granting powers that belong to the Special Enforcement Department, as they must be delivered manually to the department directly.
 
4.In the case of reporting slowdowns in the Sama Net system, the following questions must be answered in the email sent:
 
  ■The time taken to open the request in seconds.
 
  ■The time taken to open the Common Transaction Box in seconds in Judicial Banking.
 
  ■The time taken to open the inbox in seconds.
  ■The time it takes for transactions to move from the Common Transactions box to the Inbox in seconds in Judicial Banking Procedures.
  ■The time taken to return transactions from the Inbox to the Shared Transaction Box in seconds in Judicial Banking Actions.
  ■The time it takes for transactions to move between steps in seconds.
  ■The time from when the request is sent to when the “Sent Successfully” message appears, in seconds.
 
  ■The time taken to return to the inbox after the “Sent Successfully” message appears, in seconds.
  ■Is your in-bank web browsing working as usual or is it slow.
 
5.If you are reporting an issue with a specific application in Sama Net, you must indicate the following:
 
  ■Order number.
 
  ■A screenshot showing the error and the time it occurred (when the request was opened or sent).
  ■A detailed explanation of the issue at the time it occurred.
 
6.Only one report can be opened for the same issue or request and wait for a response. The automated helpdesk system sends an email to the originator with a confirmation of receipt of the report and its number.
7.In the event that the bank's public IPs are affected or changed, the bank or company is required to notify the Helpdesk, bearing in mind the need to ensure that the bank's slowdown is not related to the public IPs.
8.Before submitting a report, make sure there are no technical issues with the bank or company by contacting the technical support of the bank or company.

 

Communications that do not meet the stated requirements will not be accepted after you have received this circular.