Ostia PSD2 Open Banking Ecosystem

Sandbox Support

Technical Support

Technical support is intended to assist sandbox users troubleshoot and resolve specific issues resulting from use of the PSD2 Ecosystem. Ostia’s Technical Support and sandbox users are partners in the troubleshooting and resolution of issues. Users are expected to fulfil reasonable troubleshooting tasks as recommended by Ostia’s support staff. Issues arising from a need for training and implementation services may result in our making recommendations for further training or support.

Support Facilities

The Online Forum will be the main point for contact and support:
Ostia PSD2 Sandbox Support Forum

A Ticket system is available for issues that are not suitable for the public form. Details for ticket submission will be made available upon registration.

Service Availability

The hours of service are Monday-Friday 09:00-18:00 Irish time.

Outside of hours of service :

  • The online forum is available 24/7/365 (excluding planned maintenance), the Ostia team will monitor and respond where possible within working hours.
  • OTRS is available 24/7/365 (excluding planned maintenance). Incident tickets can be logged at any time via OTRS, but will only be attended to within working hours.

Incident Logging

When submitting a ticket, you will be asked to provide the following information:

  • Subject: Meaningful description of incident
  • Text: Detailed description of the incident. Please provide as full a description as is practicable, including any steps required to reproduce the problem.
  • Attachment: screenshots and logs if applicable.

Incident Workflow

  • The incident is assigned and the ticket status is updated accordingly.
  • The incident is reviewed and resolved or a log is raised and the ticket status is updated accordingly. If possible a bypass solution will be offered.
  • The log will be processed according to incident level and fixed. The OTRS incident ticket status will be updated accordingly. Any fix will also be applied as appropriate via Ostia’s release process to ensure the fix is propagated to future releases. If appropriate the documentation will be updated to reflect the fix.

Response Times

A response means that we answer your Form request or ticket and acknowledge your issue, then assign the issue a service request number. Response times will be on best effort for the PSD2 ecosystem and as a result response times may vary. In some cases, we may need to obtain additional information from you in order to resolve the issue. Response times depend on the severity level of the issue and availablity of members of the Ostia team. The support agent will determine your problem's severity level.

Updates & Maintenance

For online hosted services, the hosting company used by Ostia to provide our services may suspend access to hosted services during maintenance or may experience outages, both of which are out of the control of Ostia Solutions. Ostia will aim to liaise with the hosting company and provide updates to sandbox users in such an event.

Escalations

The Ostia escalation procedures raise the visibility and importance of your problem within the Ostia’s organisation. Ostia may, at its discretion, pass any case into the escalation process.