Weekend Incident Management Procedure

The following article outlines the types of incidents that can be raised directly to Saxo Partner Support during the weekends to ensure issues are identified and resolved as soon as possible.

• How to contact Saxo Partner Support
• Types of incidents that can be raised to Saxo Partner Support during the weekend
• Types of incidents that should not be raised

How to contact Saxo Partner Support

White Label clients should submit the incident via email to [e-mail] 
 

Saturday - Sunday

• Copenhagen: 00:00 - 09:00 CET (Monday)
• London: 23:00 (Friday) – 08:30 GMT (Monday)
• Singapore: Non-Daylight Savings: 07:00 - 08:30 SSI (Monday) / Daylight Savings: 06:00 – 08:30 SSI (Monday)

Types of incidents that can be raised to Saxo Partner Support during the weekend. 

Critical incidents are incidents that pose significant threats to business functions, potentially resulting in financial 
losses, significant operational disruptions, or reputational damage. An incident is defined as Critical, as per the specifications below.

Business Impact 

• Incident results in financial loss, serious loss of control or reputation.

System Impact:

• The application or a critical function of the solution is not available or not available with sufficient performance.
• Loss or malfunction of major or missing critical service.  

Examples:
• Wholesale Client Customers cannot place orders, execute trades or see account positions.
• Business communication channel down.

High incidents, while serious, are incidents that do not cause immediate financial loss or reputational damage but still impact functionality. They involve partial system capacity, potentially hindering service performance. An incident is defined as High, as per the specifications below.

Business Impact:

• Incident results in loss of functionality that can indirectly, but not immediately, results in financial loss or loss of reputation.

System Impact:

• The solution or its services are functioning at partial capacity, which obstruct the functioning of all or part of the services.
• Loss or malfunction of non critical service (such as information service).

Examples:

• A single wholesale customer cannot place orders, but Saxo/wholesale client could execute on behalf of the customer.
• Ability to carry out a cash transfer.
• Any failure that, if not resolved within time period, will lead to a critical escalation (classic example involves Back Office overnight processing).

Types of incidents that should not be raised

All non-critical incidents should continue to be submitted through Case Management in SaxoConnect. A non-critical Incident is defined as a low classified incident, as per the specifications below:

Business Impact:

• Incident does not result in financial loss or loss of reputation.

System Impact:

• All major and mission critical systems are working.
• The impact is limited to subordinate services. 
• The impact is limited to single wholesale client customer.

Examples:

• Customer unable to trade on simulation system

These types of incidents should be raised to your account manager by submitting a case to Institutional Service, who will review the incident during the next business day.

Please provide the user ID or account number of the individual experiencing the error, and screenshots of any potential error messages.