4. Go live and support
Less than to read
Launch process
Before we approve your integration for customers, the launch checklist should be completed.
This will cover key integration factors, such as:
- Scheduling and an agreed frequency of transaction pushes.
- Obtaining your production credentials.
- Production environment preparation.
- Banking Service testing of all provider flows.
- Error handling tests.
- End-to-end testing with Sage products.
- Security checks.
Your launch dates
Your go-live dates should take into consideration the following:
- Provider internal testing.
- Product integration testing (end to end).
- Promotion to production environment (can take up to 3 business days).
- Beta testing with a small group of initail customers.
- Customer communications and marketing.
Confirm with your Enablement engineer any updates to your roadmap.
Support process - Incident management
We want to provide the best experience for our mutual customers choosing to connect to your Bank through the Banking Service. As users are connecting through a Sage product, our support team will often be first to identify issues. A clear support proccess must be created to allow us to submit issues to you for escalation.
We have incident management processes for customers experiencing issues with their bank feeds. It will be necessary to establish the following:
- Escalation process for issues such as:
- Onboarding,
- Re-authentication,
- Data.
- Provider support service-level agreement.
- Ticketing systems and portal availability.
Help and technical support
After go-live, you will still be able to contact us for help and technical support.
You should raise a ticket through the agreed support channels for issues such as:
- Adding new banks.
- Supporting new features.
- Live incident issues.
- Customer data issues.
- Scheduled service downtime or maintenance.
- Unplanned service downtime.
- Deprecation of service.
Beta promotion
A bank can be considered for promotion out of beta into general availability when the following conditions are met:
- A support model and issue logging system has been established.
- Completed the test plan for production.
- Have at least 2 beta customers with a minimum of 10 active accounts.
- All accounts receiving consistent transactions for 30 days.
- No exceptions, failed statements or duplicate transactions within 30 days.
What’s next?
Use our launch checklist to check off everything you need to go live.