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Home > Solutions > Information, Media & Entertainment >Information services >Large Financial Services Company Meets SLA with Clients for Time-Critical and Sensitive Systems
 
Large Financial Information Services Company Meets SLA with Clients for Time-Critical and Sensitive Systems
 
Client Profile

Client is the world’s largest third-party transaction processor maintains data for over 325 million accounts on behalf of 1400 card issuers and processes over 7 billion transactions annually.
 
Business Challenge

The Company has Service Level Agreements (SLAs) with its clients (banks and financial institutions) to run a time-critical and sensitive system, with huge data volumes. Any SLA missed costs dearly; all the systems must function perfectly.
 
Cognizant Solution

The table below summarizes the SLA levels.
 
Type of IssueDescriptionSLA
Priority 1Issues which affect critical path in the production cycle30 min
Priority 11Issues which are not in critical path but in production cycle60 min
Priority 2Non Production Issues which impact the user24 hours or 1 cycle
EnhancementsClient RequestsIt is the implementation date that is client driven
 
Client Benefits
  • We have been meeting these SLAs for over 95% of the time, directly contributing to savings of around 60% for the Client as compared to when the AVM was initiated.
  • Number of Issues per quarter brought down from 143 to 40 over a period of one year.
  • Response time brought down from 50 minutes to 25 minutes.
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    Cognizant is the preferred partner for Global media businesses.