Business Continuity Cobus Coetzer Strate Peter Drury CLS Jonas Bergstrom SWIFT Inga Wassenhoven SWIFT
Jul 03, 2015
Business Continuity
Cobus Coetzer Strate
Peter Drury CLS
Jonas Bergstrom SWIFT
Inga Wassenhoven SWIFT
Business Continuity Definition
• Defined set of activities
• Continuation of critical business functions
• Fast recovery
PSF 2014 Business Continuity - 24/25 November 2014 2
Incident timeline
PSF 2014 Business Continuity - 24/25 November 2014 3
Service goes
down
Service is
down
Service is
recovered
1. 2. 3.
?
Objective
• What answers are needed so that
you feel comfortable with your plan
for a SWIFT outage?
• What will you figure out when back in
the office?
PSF 2014 Business Continuity - 24/25 November 2014 4
Logistics
• 1h45 session
• Providing a platform to exchange
• Presentations as basis for group
discussions
• Note down your questions/ thoughts
• Assign speaker to share the most
important insight in your group at the
wrap up of this session
PSF 2014 Business Continuity - 24/25 November 2014 5
Agenda
• Defining Back Up Channels - Strate
• Crisis Communication from CLS
• SWIFT Crisis Communication and
Coordination
• Testing - CLS
• Wrap Up
PSF 2014 Business Continuity - 24/25 November 2014 6
Cobus Coetzer – Strate
Defining Back Up Channels
Background
Who is Strate?
• Role players – Johannesburg Stock Exchange (JSE)
– Various Stockbrokers
– Market participants
– South African Reserve Bank (SARB)
– Clearing house (Bankserv)
• Expectations – Competitive system infrastructure
– 99.5% system availability
– Regular updates
PSF 2014 Business Continuity - 24/25 November 2014 8
Overview of Infrastructure
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Scenario 1
• Local or network issue (SWIFT is up)
– Transparent process
– Diversification of Telco providers
– SAG switching
– Multiple certificates
– Invoke DR process if necessary
– Limited market impact
PSF 2014 Business Continuity - 24/25 November 2014 10
Scenario 2
• SWIFT outage
– Partial, FIN only • Proactive monitoring
• SWIFT notifications
– Totally • Proactive monitoring
• SWIFT notifications
– Invoke backup channel
– Market impact
PSF 2014 Business Continuity - 24/25 November 2014 11
Scenario 2 (detailed)
• Backup channel
– Major clients
– Middleware • SWIFT or WAN
– MUR
– ISO 15022 header conversion
– Features • Delivery method,
– MQ, e-mail or FTP
• COA/COD over MQ
• Channel authority
• End to end monitoring
PSF 2014 Business Continuity - 24/25 November 2014 12
Questions?
13
THANK
YOU
Thank you
Defining Back Up Channels
Group discussion – 10 min
• Based on what criterias did you choose
the need of a back up channel?
• What message flows have a back up
channel?
• What do you expect from your service
provider?
• …
PSF 2014 Business Continuity - 24/25 November 2014 15
SWIFT Communication
• Operational status update changes
• For FIN, SWIFTNet and SnF
• Start update after 5 minutes
• Targeting updates each 30 minutes
• Standardised first message on
SWIFT.com Operational Status Page:
PSF 2014 Business Continuity - 24/25 November 2014 16
MARKET
Financial
Institution
MI SWIFT
“SWIFT is investigating an issue with the <FIN>
service. We will provide an update within 30 minutes
approximately.”
Communication during cold-start
• During a cold-start SWIFT will keep the community informed
on the progress via hourly operational status updates
– Ensure you’re subscribed to these updates
17
MARKET
Financial
Institution
MI SWIFT
SMS notification
is only available
to Premium Plus
customers
Support channels during major
SWIFT outage
18
MARKET
Financial
Institution
MI SWIFT
Phone
Web
SWIFT Support
Standard Plus
Premium
Premium
Plus/Custom
Service Manager
X
Best effort
Best effort
X
THANK
YOU
Peter Drury - CLS
Crisis Communication from CLS
MARKET
Financial
Institution
MI SWIFT
Communications in crisis
20
What? • What’s the issue?
• What’s the impact on the customer?
• What are you doing about it?
• What should the customer be doing?
Who? • Who is affected?
• Who needs to be informed and to what level?
• Who needs to take action?
• How?
• Email?
• Telephone?
• Website?
When?
• When do the customers need to know?
• When do the customers need to take
action?
• When is the next timeline event?
THANK
YOU
Thank you
Communication
Group discussion – 10 min
• What communication do you expect from your Market Infrastructure?
• What external/internal communication channels do you have?
• What gaps would you like to close?
• …
PSF 2014 Business Continuity - 24/25 November 2014 22
MARKET
Financial
Institution
MI SWIFT
THANK
YOU
Jonas Bergstrom - SWIFT
SC3 – SWIFT Crisis
Communication & Coordination
MARKET
Financial
Institution
MI SWIFT
SWIFT Crisis Coordination and Communication
(SC3) group
• Created following 9/11 at the request of the SWIFT Board
• The SC3 group exists to promote operational order in the financial
community through communications with key markets in the extreme
circumstance of a total SWIFT outage
PSF 2014 Business Continuity - 24/25 November 2014 24
MARKET
Financial
Institution
MI SWIFT
SC3 activation criteria
“… is a total loss or significant reduction in the level of SWIFT
services that cannot be resolved within the normal recovery timeframes”
SWIFT Crisis Executives will trigger the calling of SC3
PSF 2014 Business Continuity - 24/25 November 2014 25
MARKET
Financial
Institution
MI SWIFT
SC3 is not intended to interfere with or influence the
emergency activities of national authorities
SC3 is NOT in charge of managing the crisis at SWIFT
SWIFT SC3 structure
26
SWIFT OPS
SC3
SECRETARIAT
SC3
Voice Bridge
EURO
US DOLLAR
JAPANESE
YEN
UK POUND
SWISS
FRANC
Updates Lead Overseer
(NBB)
2 Board
members
MARKET
Financial
Institution
MI SWIFT
SC3 Communication procedures
PSF 2014 Business Continuity - 24/25 November 2014 27
MARKET
Financial
Institution
MI SWIFT
Disruption Recovery
SC3 Call 1 SC3 Call 2 SC3 Call 3 SC3 Call n
Regional
Crisis
Procedures
Regional
Crisis
Procedures
Regional
Crisis
Procedures
1-3 hours
THANK
YOU
Thank you
SC3
Group discussion – 10 min
• What are your regional crisis procedures?
• What should the communication contain for you?
• What needs to be covered community wide?
• …
PSF 2014 Business Continuity - 24/25 November 2014 29
MARKET
Financial
Institution
MI SWIFT
THANK
YOU
Peter Drury - CLS
Testing
Planning for a crisis
31
Procedures
• Up-to-date?
• Accessible?
• Validated?
• Practised?
• Crisis
management
• Timeline
• Deliverables
• Regulatory and
compliance
• Communication
strategy
• Customer needs Technology
• Capable?
• Verified?
• Customer needs
Procedure
updates
Business
requirements
DR test War game
Technical
delivery
THANK
YOU
Thank you
Testing
Group discussion – 10 min
• How did you decide what is covered with your tests?
• Who is involved in your tests?
• What should be tested community wide?
• Would you like to remove or add tests? And why?
• …
PSF 2014 Business Continuity - 24/25 November 2014 33
Wrap Up
• What will you figure out when back in the
office?
• How did you define the back up channels?
• What communication do you expect from
your MI in case of a crisis?
• What are your regional crisis procedures?
• What should be covered by crisis tests?
PSF 2014 Business Continuity - 24/25 November 2014 34
35
Questions?
36
Networking
Best Practices
You Informal B
reaks
Chat
Operational Topics Facilitators
So
luti
on
s
Key
Le
arn
ings Fun
Sessions Mon: 18:35-19:05
+ Cocktails & Snacks
Tue: 10:30-11:00
Tue: 13:10-13:40
Tue: 15:30-16:00
All details about Café Caroline can be found at the end of the
PSF Year Book: how to register, timing, topics, location
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YOU
Thank you