Realtime Overview

Copyright © 2009. S1 Global Ltd. All rights reserved.

The Module Title is used for

courses such as Payments

Basic Training that have a

modular structure.

Month and year

Payments Basic Training

Module 2: Realtime


Module Introduction

• Introduction to using Realtime

• Core of first week of Payments Basic Training


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• Introducing Realtime

• Getting Started

• Monitoring

• Querying

• Configuration

• Maintenance Tasks

• Troubleshooting and Support

Introduction | Getting Started | Monitoring | Querying | Configuration …

Introduction

Agenda


Section 1: Introducing Realtime

• Architecture

• Transaction Manager






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Architecture

Architecture of Realtime

See page 2–5

Hotcards, etc.

PostCard

Field Support Module HSM Interface

Housekeeper File Merge Manager

Transaction Manager

Network

Network

Alerts Realtime

Management Console

Database

HSM

ATM

POS

Realtime Realtime Framework

External communications


TCP/IP ISO 8583

TCP/IP ISO 8583

TCP/IP ISO 8583

TCP/IP ISO 8583


Source Interfaces

Sink Interfaces

Network

Network

Network







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Architecture

Realtime Framework Hotcards, etc.

PostCard



Transaction Manager

Network

Network

Alerts Realtime

Management Console

Database

HSM

ATM

POS




TCP/IP ISO 8583

TCP/IP ISO 8583

TCP/IP ISO 8583

TCP/IP ISO 8583


Source Interfaces

Sink Interfaces

Network

Network

Network



Realtime Framework

• Transaction integrity

• Transaction security

• Transaction routing

• Stand-in authorization

• Reconciliation

• Currency conversion


Architecture


Hardware Security Module Interface Field Support Module

Transaction Manager


Realtime Framework

• Facilitates downloading and merging of files:

• Hotcard lists

• Currency rates


Architecture



Transaction Manager


Realtime Framework

• Support infrastructure

• Regional support teams

• Team members

• Email, Pager alerts


Architecture



Transaction Manager


Realtime Framework

• Connects TM to HSM

• Facilitates cryptographic functionality

• PIN processing

• Card verification


Architecture



Transaction Manager


Realtime Framework

• Cleans out aged data


Architecture



Transaction Manager






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Architecture

Interfaces Hotcards, etc.

PostCard



Transaction Manager

Network

Network

Alerts Realtime

Management Console

Database

HSM

ATM

POS




TCP/IP ISO 8583

TCP/IP ISO 8583

TCP/IP ISO 8583

TCP/IP ISO 8583


Source Interfaces

Sink Interfaces

Network

Network

Network







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• Source interfaces

o Downstream

o Message translation

o Cryptographic functionality

o Device driving — terminal applications

• Sink interfaces

o Upstream

o Message translation

o Cryptographic functionality


Architecture

Interfaces


Realtime Interface Examples

• Terminal applications

o AtmApp

o Triton

o AnyCard

o TermApp

• Network interfaces

o PostBridge

o AmexLink

o MasterCard Debit

o MasterCard Credit

o Visa Base I & II

o ACI Base 24


Architecture






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• A conceptual connection in Transaction Manager

o To which an interface connects

o Through which, transactions are routed


Architecture

Nodes

Sink Entity Source Entity

Source node

Source Interface

Sink node

Sink Interface






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• Functionality includes

o Transaction integrity

o Transaction security

o PCI Data Security Standards

o Routing

o Stand-in authorization

o Batch management and reconciliation


Transaction Manager

Transaction Manager Functionality






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• Ensure that all parties (source to issuer) ultimately agree on the final outcome of a transaction

• Realtime implements ISO 8583 to ensure transaction integrity in

o Lost response situations

o Protocol translation


Transaction Manager

Transaction Integrity: 1






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• Realtime also ensures data integrity in the event of system failure

o All transaction data is written to the database before being forwarded

o The state of transactions is recorded — enables Realtime to take recovery on restarting

• Realtime also exploits transaction integrity features of SQL Server


Transaction Manager

Transaction Integrity: 2






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• PCI DSS — Payment Card Industry (PCI) Data Security Standards (DSS)

• Requirements governing the safekeeping of account information

o PANs to be displayed masked

o Sensitive authentication data not to be stored after authorization

o Sensitive cardholder data to be rendered unreadable anywhere it is stored

• PCI DSS applies to all members, merchants, service providers, network components

… Configuration | Maintenance Tasks | Security | Troubleshooting and Support

Transaction Security

PCI Data Security Standards: 1






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• Realtime version 4.3 onwards implements PCI DSS requirements

• In Realtime, sensitive cardholder information is

o Masked in traces and events

o Masked in query consoles

• Sensitive cardholder data that must be stored in the Realtime database is encrypted


Transaction Security

PCI Data Security Standards: 2






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• Routing per source node/card/transaction

o Usual routing

o Based on transaction source plus card (BIN)

o Transaction-based routing

• Routing per source node/institution

o Applicable where there is no PAN

o Uses an alternative agreed value

• Routing per sink node/institution

o Used to send file updates messages to Realtime

o Used to route messages downstream


Routing

Conventional Routing






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• Three parameters determine route o Transaction source — source-based

Source node

Card acceptor

o Card information — card-based

BIN plus account type

o Transaction Type

Transaction type specified in field 3

• Source-based and card-based routing occur in different contexts


Routing

Routing per Source Node/Card/Transaction






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• Two parameters determine route

o Transaction source

Source node

Card acceptor

o Receiving institution ID code

Field 100 (ISO 8583)

Bilateral agreement (no standard)


Routing

Routing per Source Node/Institution






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• Three parameters determine route

o Sink node

o Receiving institution ID code

o Source node

• Sends issuer file update (0322) messages to a source node


Routing

Routing per Sink Node/Institution






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• Realtime authorizes transactions on behalf of the issuer

o When issuer is unavailable

o To speed up processing, reduce communications costs

• Two types of stand-in

o Realtime acting as an acquirer

Limits-based authorization performed by Transaction Manager

o Realtime acting as an issuer

PostCard stand-in authorization covered in PBT3: PostCard


Routing

Stand-in Authorization






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• Acquirer environments

o No access to cardholder’s account details

o Cannot perform balances stand-in

• Risk-based. Influencing factors

o Transaction location

o Card product

• Realtime enables two sets of configurable limits

o Offline limits — issuer unavailable

o Local limits — floor limits


Routing

Limits-based Authorization






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• Batch — collection of transactions

o Each transaction passing through Realtime system is associated with two batches

o source batch & sink batch

• Batch management — grouping transactions into batches relating to a business period

• Batch cutover — new batch is opened

o Existing batch may be kept open for a while


Routing

Batch Management






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• Two commonly used methods

o Internal batch management

o External batch management


Routing

Batch Management Methods






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• Realtime manages business date o Business calendar

Increments business date daily at predefined time

Allows days to be missed

• Cutover options o Automatic cutover (usual)

Business date advance cuts over batches

o No automatic cutover

Business date advance does not cut over batches

Cutover with recon advice message (0520)


Routing

Internal Batch Management






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• Business date set by external entity

• Realtime synchronizes node business date with external business date

• Batches kept synchronized

• Main use

o Realtime connected to a network

• Dependent on

o External entity providing business date

Date placed in field 15 of ISO 8583 message


Routing

External Batch Management






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• Level of detail at which batches are maintained

o Per terminal (finest granularity)

o Per card acceptor

o Per acquirer

o Per node (coarsest granularity)

• Appropriate granularity depends on role of Realtime in relation to external entity


Routing

Batch Granularity






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Routing

Reconciliation Granularity

Source node

Sink node

Sink node batches: per node granularity

Source node batches: per terminal granularity

Batch 1

Batch 2

Batch 3

Batch 4

Batch 1


Section 2: Getting Started

• Services

• Application Security

• Realtime Management Console






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• Realtime version installed on production server

• Full installation

o Transaction Manager

o Supporting components

o Realtime database consoles

o Documentation

o Tools


Training Scenario

Server Installation






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• Installed on work stations

• Provides remote access to Realtime server:

o Monitoring

o Configuration

• Realtime consoles and documentation only


Training Scenario

Client Installation






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• Windows services

o Realtime components

o Applications used by Realtime

• SQL Server-related services

o Microsoft SQL Server

• Realtime component services

o Postilion Certificate Manager

o Postilion Transaction Manager

o Postilion Boot Service

o Source and sink interfaces

o Scheduler


Services

Services






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Services

Checking, Starting and Stopping Services

Service currently running

Indicates whether service is running or not






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Services


Right click, select Properties & select Automatic from Startup

Right-click to Start or Stop service OR: Click on required button on toolbar






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• To automatically start Realtime Services

o Enable Postilion Boot Service

o Configure dependencies

Windows Registry

Performed by S1 integration staff

Not covered in this course


Services







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• Records user configuration changes

• Used to troubleshoot Realtime configuration changes

• Disabled by default – should be enabled for PCI DSS compliance (warning events logged otherwise)


Realtime Application Security

Audit Trail






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• Provides unified access to

o Configuration consoles

o Monitoring consoles

o Query consoles

o Documentation

o Tools


Realtime Management Console

Realtime Management Console






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• Scheduled system functions

o Merge downloaded files

o Remove aged transactions

• Installed with Realtime

• Controlled by Postilion Scheduler service

• Scheduled Jobs Configuration Console used to

o Modify, Schedule, Start, Disable


Scheduled Jobs

Introduction






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• Cleaner jobs

o Postilion - Cleaner - Transaction tables

o Postilion - Cleaner - Support tables

o Postilion - Cleaner – Command requests

o Postilion - Cleaner - Audit Trail

• Monitor jobs

• Merge jobs


Scheduled Jobs

Default Realtime Jobs






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• Cleaner jobs

• Monitor jobs

o Postilion - Monitor - Postilion Tasks

o Postilion - Monitor - Store & Forward Queues

• Merge jobs


Scheduled Jobs







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• Cleaner jobs

• Monitor jobs

• Merge jobs

o Postilion - Merge - Currencies

o Postilion - Merge - Hotcards


Scheduled Jobs



Section 3: Monitoring

• Realtime Monitor

• Terminals Monitor

• Process Monitor

• Trend Monitoring

• Performance Monitor






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• Operators’ main function

• Three monitoring consoles provided

o Realtime Monitor

o Terminals Monitor

o Process Monitor


Monitoring

Monitoring






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• Central management point

• Snapshot view of system’s health

• Displays system configuration information

o Transaction Manager

o Certificate Manager

o Source/sink node interfaces

• Issue commands and queries

• View/manage scheduled jobs


Realtime Monitor

Introduction






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Realtime Monitor

System Overview

Block color

● Normal

● No service

Indicator lights

● Critical events

● Suspect events

● No open/critical events






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Realtime Monitor

Events

• Displays support events logged

o Applications (including interfaces)

o Terminals

o Interchanges

• Records event responses

• Scribes dictate the application to which an event is logged

• Events can be closed once resolved

• Primary source of troubleshooting information


Events

• Three states

Unattended

Pending

Closed

• Three levels of severity

o Critical

o Suspect

o Informational


Realtime Monitor






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Realtime Monitor

Events

• Criteria filter options

o Application

o Severity

o State

o Event ID

o Date Range

• Results in Query Result pane






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Realtime Monitor

Events






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Realtime Monitor

Services






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Realtime Monitor

Interchanges






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Realtime Monitor

Active/active






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Realtime Monitor

Nodes

• Connection status of source or sink node

• Information provide per node

o Last Cutover

o Business Date

o Transactions in Store-and-Forward — indicates potential bottleneck

o Connected to TM — reports on internal connection






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Realtime Monitor

Commands

RESYNC Resync/update data TRACE_? Check if tracing on TRACE_CLEAR Clear trace files TRACE_ON Switch tracing on TRACE_OFF Switch tracing off Version_? Display version number of Realtime System






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Realtime Monitor

Additional Commands

• TM supports the following additional commands

o CUTOVER_<node_name>

o ABORT_<transaction_number>

o RESUBMIT_<transaction_number>

o LICENSE_?






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Realtime Monitor

Scheduled Jobs






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Realtime Monitor

Transaction Volumes History

Cumulative Hour gaps






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Realtime Monitor

Uptime History






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Terminals Monitor

Terminals Monitor

• Shows all terminals connected

o ATM and dial-up POS devices

• ATM environment

o Current status of ATMs

o ATMs hardware configuration

o Graphical view of ATM

o Real-time monitoring of mode changes

o Real-time monitoring of events

o Detailed event-log descriptions






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Terminals Monitor

Terminals Monitor






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Process Monitor

Process Monitor

• New feature in Realtime 5

• Displays results of processes that run as batches

• Results:

o SUCCESS

o WARNING

o FAILURE

o CRASH

o ROLLBACK






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Process Monitor

Process Monitor






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Trend Monitoring

Trend Monitoring

• Track events over time period

o Single PIN failure — incorrect entry

o Recurring PIN failure — possible problem

• Alert operators immediately

• Based on configured threshold — two types

o Trip threshold — activate a support event when the trend counter exceeds this limit

o Clear threshold — close an open event when the counter falls below this limit

• Trip and clear thresholds cannot have the same values






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Trend Monitoring

Realtime Trend Monitoring

• Realtime can monitors trends

o Minutes of no transaction activity

o Declined transactions

o Long response times transactions

o Transactions in store-and-forward queue






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Trend Monitoring

Trend Configuration

Refer to your manual for Trend configuration steps — page 2–61


Section 4: Querying

• Transaction Query

• Cards Query

• Audit Query






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• Three most important query consoles

o Transaction Query Console

o Cards Query Console

o Audit Query Console


Querying

Querying






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Transaction Query

Transaction Query Console






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Transaction Query

Cardholder Query

• Query transactions performed using a specific card

• Searches can be restricted

o PAN — entire exact PAN

o Dates — a specific date or a range to dates

• Results can be filtered

o Source node

o Card acceptor

o Terminal ID

o Sequence Number = systems trace audit number






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Transaction Query

Operational Query

• General queries

o e.g. last 20 transactions at a particular terminal

• Specify scope

o Max 1000 transactions

• Or search for a transaction number

• Results filtered by

o Source/sink node

o Card acceptor

o Terminal ID

• Preview/print selected transactions






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Transaction Query

Transaction Information






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Transaction Query

Transaction Information

• 13 tabbed pages

• Most important

o Summary — presents most commonly used information

o Message flow — useful for troubleshooting routing

o Amounts — all amounts grouped, including impact

o Authorizations — determine what entity authorized

o POS — conditions in which transaction took place

• Copy transaction data to a file — File > Export






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Transaction Query

Batch Query

• Transaction batch information

• Criteria required depend on batch granularity

• Query Result lists the batches

• For each batch

o Local totals — maintained by Realtime

o Remote totals — if provided by remote entity (in reconciliation advice message)






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Audit Query

Audit Query Console

• User with postaudit permissions

• Displays history of changes

• Results fall into one of three action categories

o Insert

o Update

o Delete






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Audit Query

Audit Query Console


Section 5: Configuration

• Configuration Consoles






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• Most configuration is performed during initial setup

• Provide an overview of consoles

• Detail recurring configuration tasks

o Altering retention periods

o Altering transmission limits

o Adding a new card acceptor

o Modifying a business calendar


Configuration Consoles

Introduction






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• Most important configuration consoles

o Cards Configuration Console

o Applications Configuration Console

o Transaction Manager Configuration Console









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• Configure card products

o Card product — groups payment tokens (usually cards) that are processed similarly

• Nature of card products depends on context

o Broad — own cards vs. all other cards

o Narrow — Blue Bank Gold Card vs. Blue Bank Classic Card



Cards Configuration Console






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• Realtime must match a transaction to a card product

• Matches transaction BIN to BINs associated with card products

• Once matched, card parameters are applied

o Attached accounts

o Card processing options (e.g. expiry date check)

o Card format (e.g. location of discretionary data)

o Allowed transactions

o Applicable limits



Cards Configuration Console






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• Centralizes configuration of applications

o Associate applications with support teams

o Configure trends monitoring

o Configure participants — used when driving terminals

o Configure terminal applications

o Configure interchanges



Applications Configuration Console






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• Configure how Transaction Manager processes transactions

• Most common configuration

o Source nodes

o Sink nodes

o Routes

o Card acceptors

o Business calendars



TM Configuration Console






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• Parameters requiring occasional modification

o Retention period

Transactions retained for number of days specified

Retention period exceeded — transaction cleared

Reduce period to reduce data stored

Period dependent on database back-up

Data cleared cannot be recovered

o Advice timeout period

Time TM waits for response to request

Typical values — 30 to 75 seconds

If excessive time-outs — increase period



Source Node






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• Parameters requiring occasional modification

o Retention period

o Request Timeout Period

o Advice Timeout Period

o Transmission limits — Authorization/Transaction request

Max repeats of real-time messages

o Transmission limits — Store-and-forward Queue

Max repeats of store-and-forward messages

When exceeded message is aborted

0 = repeat indefinitely (disables feature)

Non-zero value avoids indefinite build-up



Sink Node






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• POS environment = Merchant

• ATM environment = ATM location

• If driving terminals (POS or ATMs) new card acceptors are added frequently



Card Acceptors






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Card Acceptors

Refer to your manual for steps to configure card acceptors — page 2–79






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Business Calendars

• Specifies when business date is incremented

• For internally managed batches, determines batch cut over

• May require periodic modification, e.g. to take into account bank holidays






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Business Calendars

Refer to your manual for steps to modify a business calendar — page 2–80


Section 6: Maintenance Tasks

• Maintenance Tasks

• Checking System Resources

• SQL Server Database Tasks






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• Daily tasks o Check Realtime Monitor events

o Check Windows Event Viewer

o Check Store-and-forward queues (RT Monitor)

o Check transaction volumes

o Backup database

o SQL Server statistics update

o Check that Realtime’s scheduled jobs have run

• Weekly tasks o Full backup of database

o Check available hard drive space

o Check available virtual memory

o Monitor SQL Server resources


Maintenance Tasks

Daily & Weekly Tasks






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• Monthly tasks

o Defragment SQL Server indexes

o Check the database integrity

o Test the database restore

• Infrequent tasks

o Replace the HSMs battery every five years


Maintenance Tasks

Monthly & Infrequent Tasks






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• Check for sufficient capacity

• Check available hard disk space

o Windows Explorer

o View drive properties

• Check available virtual memory

o Windows Task Monitor (Ctrl + Shift + Esc)

o CPU usage

o MEM usage


Checking System Resources

System Resources Tasks






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• Monitor SQL Server parameters regularly

• Check database resources

o Database Space Available

o Log Space Available

• See page 2–86 for procedure


SQL Server Database Tasks







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• Database backups

o Realtime uses SQL Server’s simple recovery model

Recovery to point of last backup

Can be altered but not normally recommended

Usually determined prior to installation

• Backup types

Full — complete backup

Differential — changes since last full backup

Can be combined

• Strategy to be decided by DBA



Database Backup






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• Maintenance procedures

o Defragmenting indexes — once a month

o Rebuilding indexes — locks database, not recommended

o Shrinking database — long downtime, not recommended

o Shrinking transaction log file — no performance benefit, not recommended

o Database integrity check — monthly, quiet periods

o Statistics update — daily, job scheduled for quiet period



Additional Database Maintenance






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• Provides information on SQL Server events

• Used with Windows Event Viewer

• View in SQL Server Enterprise Manager

• File location

o \Program Files\Microsoft SQL Server\MSSQL\LOG\ERRORLOG



Checking SQL Server Logs






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• Perform critical tasks

• Regularly check jobs are completing successfully

• Realtime Framework cleaner jobs are critical

o Prevent data build-up in database

o Prevent adverse affect on performance

• Regularly check jobs that update information in monitoring consoles



Realtime SQL Server Jobs


Section 7: Troubleshooting and Support

• Introduction

• Troubleshooting with Realtime

• Support Framework






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• Problem in Realtime system

o What to do

o Where to find information

o How to report information to Customer Support

• Troubleshooting guidelines

o Work slowly and methodically

o Focus on and solve one problem at a time

o Make one change at a time (undo changes that don’t help)


Introduction

Troubleshooting and Support






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• Sources of troubleshooting information

o Realtime Monitor (2–43)

o Transaction Query Console (2–69)

o Cards Query Console (2–76)

o Windows Performance Monitor (2–102)

o Windows Event Log (2–108)

o Trace Viewer (2–110)

o Realtime System Information (2–117)


Sources of Information

Troubleshooting Realtime






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• Most relevant to troubleshooting

o Transaction Query Console

Tran data can be copied to file and mailed to support

o Cards Query

May indicate misconfiguration, e.g. routing problem



Realtime Query Consoles






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• Exporting to file:



Transaction Query Consoles






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• Provides a graphical view of system status

• Useful for

o Monitoring real-time and historical system performance

o Identifying trends over time

o Identifying bottlenecks

o Monitoring the effects of system configuration changes

o Determining system capacity



Windows Performance Monitor






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• Open using link in Realtime Management Console > Tools

• Applications add objects

• Objects can have multiple counters each with multiple instances

o Object — Postilion TM Sink Nodes

Counter — Transactions/sec

Instance — BlueSnkSim

• Monitoring counters

o First add to Performance Monitor




Refer to your manual for steps to add counter — page 2–105






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• The Performance Monitor can also be configured to record data

• This can be very valuable in enabling you to determine trends over a period of time

• Performance Monitor can save data in the following formats

o Comma separated text file

o Tab separated text file

o Binary file

o Binary circular file

Refer to your manual for steps to record and replay add existing data — Page 2–107






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Useful Counters

• Many counters are potentially of use in monitoring performance and troubleshooting

• Counters provided by

o Windows

o SQL Server

o Realtime Framework

Refer to your manual Appendix A page 2–133






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Recording Performance Data

• Valuable in determining trends

• Performance Monitor can record data

o Comma separated text file

o Tab separated text file

o Binary file

o Binary circular file (recommended format)

• Required file size affected by

o Sample interval

o Number of counters

o Available disk space

o Average incident interval






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Windows Event Log

• No longer central reporting tool

• Most functionality moved to Realtime Monitor Events tab

• Important information source

o Some critical events still logged

o Important source of information about other system activity






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Windows Event Log






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Trace Viewer

• Very useful troubleshooting tool

• Flow of messages through components

• View message content

• Essential to trace the correct component (application, interchange or terminal)

• Has a performance impact

o Only use for short periods

o Trace as narrowly as possible

o Trace during low volume periods if possible






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Tracing

• Transaction Manager and node interfaces

Transaction Manager

Tracing an interface (or a specific interchange) records the message flow between Transaction Manager and the interface and between the interface and the external entity.

Tracing Transaction Manager records the message flow between the interfaces (source and sink) and Transaction Manager. It does not allow you to see flow external to the interfaces.






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Trace Commands

• Tracing enabled in the Realtime Monitor’s Commands page

o For a Realtime application

TRACE_ON

TRACE_OFF

TRACE_?

TRACE_CLEAR

o For an interchange

TRACE_<InterchangeName>_ON

TRACE_<InterchangeName>_OFF, etc






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Trace Viewer

• Go to Realtime Management Console > Tools > Trace Viewer






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Realtime Trace File

Click to expand and view message content






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Viewing Message Content

Field data

Field number

Message type

Field format

Search and Filter options






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Realtime System Information

• Provides a regularly updated record of configuration

• Can be configured to mail results to support

• Separately installed

• Configuration file – SystemInfoConfig.properties

• Go to Realtime Management Console > Tools > SystemInfo > SystemInfo Report Generator






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Realtime System Information






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Realtime Event Viewer

• Allows users to provide details of support events to S1 support staff

• Can view and query events files on a different S1 payments system

• Go to Realtime Management Console > Tools > Realtime Framework






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Realtime Event Viewer






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Troubleshooting Methodology

• Assessing system state

o Is the system processing transactions?

o Which transactions are impacted?

o How frequently does the problem occur?

o Can a trace of the problem be retrieved?

o What additional software is running?

o When did this start happening?

o What has changed on the system?






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Reporting the Error

• Include the following information in error report folder

o Realtime System Information report

o Observed behavior

o Expected behavior

o An assessment of criticality

o Include the relevant event or events

o Trace files and screenshots, if available

o Any additional supporting information






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Troubleshooting Examples

• A description, symptoms, possible cause and action for each of following provided in manual

o Network failure

o Store-and-forward queue builds up

o Aborted transactions

o Software failure

o Application status update delayed – event 610






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Support Framework

Support Framework

Region 1 Region 2 Region 3

Member: Susan

Mon

0800-1700

Tue

0800-1700

Wed Thu

0800-1700

Fri Sat

1200-2000

Sun

Language: English

E-mail address: [email protected]

Stand-in: John

Support card PAN: 53121

Team 1 Language: English Default email: [email protected]

Members: John, Bill… Susan






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• Support teams configurable for each application

• Configured on Applications page of the Applications Configuration Console

• Alert sent to correct/appropriate support team

• To associate a support team

o Double-click on the application

o Select relevant support team from list


Support Framework

Assigning Events






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Support Framework

Field Support Scenario

Event to Terminals Monitor

Realtime Field Support Module

Event

E-mail, pager or text message (SMS)

Terminal-driving source interface






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• Informational

o Informative

o No support staff needed

• Suspect

o Event occurred

o Non-critical

o Require attention

• Critical

o System not functioning

o Require attention


Support Framework

Event Severity Levels


The Module Title is used for

courses such as Payments

Basic Training that have a

modular structure.

Month and year

Thank you

Documents

Realtime Overview