Notice No. 06/2017 of July 10: Service Levels for Real-Time Operations

Published in the Official Gazette, First Series, No. 113, of July 10

NOTICE NO. 06/2017

SUBJECT: SERVICE LEVELS
– REAL-TIME OPERATIONS

Considering the relevance of the services provided through the Multicaixa Network to the Angolan financial subsystem, the growing adherence of banking clients to its multiple functionalities, the national and universal character of the said network, and its availability 24 (twenty-four) hours a day, 7 (seven) times a week;

Given the need to ensure that card issuers provide a substantially better level of service than that currently provided for real-time access by their clients to bank accounts associated with bank cards;

Under the combined provisions of Article 7 of Law No. 5/05, of July 29 – Payment System Law, and Article 51 of Law No. 16/10, of July 15 – Bank of Angola Law;

I DETERMINE:

Article 1.
(Object and Scope)

1. This Notice defines the service levels for real-time operations of the Multicaixa network.
2. This Notice is applicable to Financial Institutions participating in the Multicaixa subsystem.

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Article 2.
(Definitions)
For the purposes of this Notice, the following are understood:
a) Daytime – the period between 7 (seven) in the morning and 19 (nineteen) hours. b) Nighttime – represents the period between 19 (nineteen) hours and 7 (seven) in the morning.

Article 3.
(Service Levels)

1. Participants in the Multicaixa subsystem must ensure real-time connection between their information systems and the central processing subsystem of the Multicaixa subsystem operator, in order to ensure the high availability of their services for:
   1.1 Multicaixa Card Issuance;
   1.2 Internet Banking.
2. This real-time connection must ensure availability of 24 (twenty-four) hours a day, 7 (seven) times a week.
3. In the event of connection interruptions, these may not exceed the maximums of:
   3.1 1 (one) hour per week during Daytime;
   3.2 7 (seven) hours per week during Nighttime.
4. The Interbank Services Company (EMIS) as the operator of the Multicaixa subsystem must also ensure a processing capacity for its subsystems 24 (twenty-four) hours a day, 7 (seven) times a week.

CONTINUATION OF NOTICE NO. 06/2017 page 3 of 3

Article 4.
(Transitional Provisions)

1. Participants in the Multicaixa subsystem must develop and adapt their subsystems to the provisions of this Notice within a period of 18 (eighteen) months from the date of its entry into force.
2. With a view to ensuring compliance with this Notice, participants must present evidence to the BNA that they will develop their central computer systems to achieve these targets.
3. After the maximum period defined in this paragraph has expired and in case of non-compliance with the service levels defined in this Notice, penalties will be applied according to a specific Directive for this purpose.
4. It is also mandatory, within a period of 18 (eighteen) months from the date of entry into force of this Notice, that any planned service interruptions for maintenance must be subject to public information with 72 (seventy-two) hours' advance notice.

Article 5.
(Doubts and Omissions)
Doubts and omissions resulting from the interpretation and application of this Notice are resolved by the Payment System Department of the Bank of Angola.

Article 6.
(Entry into Force)
This Notice enters into force 180 (one hundred and eighty) days after its publication.

PUBLISH.

Luanda, June 28, 2017.

THE GOVERNOR

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