TPPs need to be able to rely on highly available and well performing dedicated interfaces provided by ASPSPs, so that they can in turn provide reliable services to their customers.
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The purpose of this chapter is to set out availability and performance requirements and recommendations for ASPSPs relating to EBA Guidelines 2.2, 2.3 and 2.4 and Publication of Statistics relating to Guideline 3 and FCA PSRs Approach 17.113 to 17.117.
This Chapter does not cover EBA Guideline 2.1, which states that ASPSPs “should define key performance indicators (KPIs) and service level targets, including for problem resolution, out of hours support, monitoring, contingency plans and maintenance for its dedicated interface, that are at least as stringent as those for the interface(s) made available to its own payment service users (PSUs) for directly accessing their payment accounts online.” Rather, these requirements are considered in Chapters Problem resolution, Change and communication management and The Operational Guidelines Checklist.
In this chapter
While in most cases the availability and performance standards of an ASPSP’s customer channel should be a sufficient proxy for TPP and customer expectations, parity with a poorly performing customer interface could lead to poor TPP and customer experiences and outcomes.
EBA Guideline 2.2 sets out a minimum of two KPIs for availability that an ASPSP should have in place for each of its dedicated interfaces. EBA Guideline 2.4 provides information on how to calculate these KPIs. The following table explains these KPIs in greater detail and provides further guidance on how they should be calculated.
EBA Guideline 2.3 sets out a minimum of four KPIs for performance that an ASPSP should have in place for each of its dedicated interfaces.
As per the EBA Guidelines, the ASPSP must publish statistics for each PSU interface. Therefore an ASPSP with a separate website and mobile app for consumer accounts and a separate website and mobile app for business accounts may need to report separately to cover each of the four PSU interfaces.
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