Temenos Cloud Close of Business OPERATIONS MANUAL

Temenos Cloud Close of Business
OPERATIONS MANUAL
Information in this document is subject to change without notice.
No part of this document may be reproduced or transmitted in any form or by any means, for any purpose,
without the express written permission of TEMENOS HEADQUARTERS SA.
COPYRIGHT 2007 - 2012 TEMENOS HEADQUARTERS SA. All rights reserved.

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Table of Contents
Document History ...................................................................................................................... 3
1 Background ........................................................................................................................ 4
2 Teams & Contacts .............................................................................................................. 4
2.1 Client Name ............................................................................................................... 4
2.2 Partner IT SMG .......................................................................................................... 4
2.3 COB Offsite Team ..................................................................................................... 5
2.4 Escalation .................................................................................................................. 5
3 The COB Support Team ..................................................................................................... 5
3.1 COB Support ............................................................................................................. 5
3.2 List of Non-Core COB Jobs ....................................................................................... 5
3.3 Additional COB Requests .......................................................................................... 6
3.4 COB Operators Process ............................................................................................ 6
3.4.1 Backup processes ................................................................................................. 6
3.4.1.1 Daily Pre-COB Backup .................................................................................. 6
3.4.1.2 Daily Post-COB Backup ................................................................................. 6
3.4.1.3 Weekly Post-COB Backup ............................................................................. 6
3.4.1.4 Monthly Backup ............................................................................................. 6
3.4.1.5 Yearly Backup ................................................................................................ 6
3.4.2 COB initiation ......................................................................................................... 7
3.4.3 COB Monitoring ..................................................................................................... 7
3.4.4 COB Crash handling procedures ........................................................................... 8
3.4.4.1 COB Errors .................................................................................................... 8
3.4.4.2 COB crash handling procedures.................................................................... 8
Temenos Cloud COB Support

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Document History
Version Control
Ver. Date Issued Author Summary of Change Reviewed by
1.0 04-Oct-10 S. Gururajan First Draft Sriraman
1.1 26-July-11 S. Gururajan Cloud Proposal Sriraman
1.2 23-Apr-12 S. Gururajan Converting to generic
template
Sign Off
Date Name Role Sign
26 April
2012
26 April
2012
26 April
2012
27 April
2012
Robinson Levi Rishinth Senior Technical Architect
S. Gururajan Principal Analyst
Ganesan Sriraman Help Desk Manager
Lynn Petersen T24 MCB Product Manager
Temenos Cloud COB Support
Sriraman
1.3 24-Apr-12 Henry Omotayo
1.4 25-Apr-12 Lynn Petersen

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1 Background
As part of a new strategy to put cloud-based core systems in place for microfinance
institutions, Temenos has partnered with Microsoft® to avail its T24 core banking system in
the Windows Azure platform.
2 Teams & Contacts
The various teams that will work under this proposal are detailed below:
2.1 Client Name
This will include the staff of the . It could be End Users and will only be
contacted when Temenos resources are unable to reach the partner for critical
communication.
Name Title Role Contact
2.2 Partner IT SMG
This is Partner’s IT Support Management Group that will provide in general IT and application
related support to all the Clients. The support provided by the Partner is detailed in the
Partner SLA document, see www.temenos/Cloud/SLSA. For COB-related issues, the COB
Support team will contact the Partner Support team at the details provided below:
Name Title Role Contact
Temenos Cloud COB Support
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2.3 COB Offsite Team
This team will comprise resources from Temenos located offsite and is responsible for
executing COB in the Cloud.
Name Title Role Contact
2.4 Escalation
Escalation
Hierarchy
Position Person
Regional Director
Support Head Shiva Kumar K
PACS Department Manager Sriraman G
Project Manager Gururajan
Partner Support
3 The COB Support Team
3.1 COB Support
As part of this process, dedicated resource(s) will connect to the Cloud database and execute
COB on frequencies and times as agreed with the client.
3.2 List of Non-Core COB Jobs
A list detailing all the non-core COB jobs that will be running at on the Client instance in the
Cloud database will be provided by the MCB Product team. The list will contain the
description and processing of these jobs, their severity, consequences of the job being
skipped and procedures to be followed for trouble shooting crashes, if any that may arise
during the COB.
Temenos Cloud COB Support
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The list will also indicate if the jobs can be skipped to ensure that the system is up for
business the following day and the procedures to be followed for correcting the same before
the next COB is run. This will be done as part of the documentation project.
3.3 Additional COB Requests
The offsite team will also be available to process back-ups and COB in the Test and Training
environments hosted in the Cloud on written request from the client via the partner with a
minimum of 4 hours’ notice. Any errors in the COB will be reported to the partner through the
usual means.
3.4 COB Operators Process
Once the agreed time for executing the COB arises, the off-site resource starts the processes
detailed below:
3.4.1 Backup processes
3.4.1.1 Daily Pre-COB Backup
This backup will be taken daily before the COB jobs are run. The backup will be stored in a
“Weekly Pre-COB Backup” folder on a location in the Cloud and will need to be restored back
to the production environment if an error needing backup restoration occurs. The weekly
folder will contain five date-stamped backup records representing the five business days in
the week. This means that each backup record will be replaced after one week.
3.4.1.2 Daily Post-COB Backup
This backup will be taken daily after a successful COB has been achieved. The backup will be
stored in a “Weekly Post-COB Backup” folder on a location in the Cloud and will contain five
date-stamped backup records for the business days of the week. In addition to this, the daily
backups may be downloaded from the Cloud to an on-premise server folder (terms and
conditions to be agreed between Client and Temenos) that will contain backups of Monday to
Thursday. The Friday backup will be stored in a weekly folder described below.
3.4.1.3 Weekly Post-COB Backup
The last backup of the week (Friday) will be stored in a “Weekly Post-COB Backup” folder on
a location in the Cloud and may also be stored in an on-premise server folder called “Weekly
Backup” Backups. This folder will be retained for 52 weeks and replaced thereafter.
Streaming data to the on-premise server needs to be agreed between Temenos and the
Client.
3.4.1.4 Monthly Backup
The Post-COB backup of the last business day of the month for January until November will
be stored in a “Monthly Backup” folder on a location in the Cloud and may also be streamed
to a server on-premise to a folder called “Monthly Backup” and will be retained for 12 months
and replaced thereafter. In addition, these backups will be copied to an external backup
device and stored away from the on-premise server. Streaming data to the on-premise server
needs to be agreed between Temenos and the Client.
3.4.1.5 Yearly Backup
The Post-COB monthly backup for December will be stored in a “Yearly Backup” folder on a
location in the Cloud and may also be streamed to a server on-premise to a folder called
“Yearly Backup” and will be retained for 10 years and thereafter replaced. In addition, these
backups will be copied to an external backup device and stored away from the on-premise
backup server. Streaming data to the on-premise server needs to be agreed between
Temenos and the Client.
Temenos Cloud COB Support

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NOTE: IN ALL INSTANCES THE CLIENT IS RESPONSIBLE FOR THE STORAGE OF THE
BACK-UPS AWAY FROM THE ON-PREMISE SERVER. THE PARTNER MAY BE
REQUIRED TO ASSIST IN THIS TASK.
3.4.2 COB initiation
Before initiating the COB, the following activities are carried out:
Ensuring End-User logs off from the system.
Services status and processes checks, for example services and agents not required
during COB have been stopped/paused
Pre-COB upload details for example bulk file uploads, if any, and processes around
that
Any other relevant processes, for example clear temp files, batch status, agent (for
processing batch) status, etc.
Once everything is in place, Temenos resource will execute COB.
3.4.3 COB Monitoring
Through available utilities progress of COB will be duly monitored by the Temenos resource.
Screenshot of TEC Monitor:
Temenos Cloud COB Support

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3.4.4 COB Crash handling procedures
The standard procedures to be followed in case of COB related issues are described below:
3.4.4.1 COB Errors
The COB process consists of a number of jobs, which in turn execute a number of programs
and operating system commands.
During execution, the programs can encounter two types of errors
a. T24 errors – These are fatal errors identified by T24 program. Errors so identified will be
recorded to the T24 EB.EOD.ERROR application. Depending on the critical nature of the
error T24 may prevent the COB from continuing further or allow the COB to continue.
The details of these errors can be found in examining the records on the EB.EOD.ERROR file
and on the EB.EOD.ERROR.DETAIL file.
b. Non T24 errors – These are various and operating system errors. A few examples of the
same will be
Dead lock situation in Multi-threaded process
File permissions etc.
3.4.4.2 COB crash handling procedures
In case of problems in the T24 jobs, the COB support resource will then liaise with the 24/7
centre and the partner and execute their instructions to overcome the problem and complete
the COB. For Non-Core issues the resource will escalate to the partner for necessary action
to be taken, the details available in List of Non-Core COB Jobs (section 3.2) will be used for
reference.
IT IS IMPORTANT TO NOTE that COB support resources are NOT AUTHORISED to take
any decision on their own to skip or correct core jobs that crash during COB. They can only
act as per the advice of the 24/7 PACS support team and execute their instructions.
Temenos Cloud COB Support