EFFITRADE平台服务支持政策

联系我们

电话：86-021-36638879

邮箱：effitrade@ouyeel.com

紧急联络邮箱：liuchang_196167@baosteel.com

EFFITRADE平台（以下简称“平台”）服务支持只能通过以上联系方式获取，会员同意并确认，任何通过其他渠道的联系（例如，与EFFITRADE平台员工直接联系或通过其他沟通渠道）都可能导致响应时间和问题解决的延迟。

支持政策

EFFITRADE平台为上海欧冶金诚信息服务股份有限公司（Shanghai Ouyeel Jincheng Information Service Co., Ltd.）（以下简称“Ouyeel”）提供的跨境金融服务平台。

本支持政策，规定了EFFITRADE平台的技术和支持程序，包括有关升级、建议要求、安全性以及其他技术政策和程序（如适用）的信息。本支持政策应在您（会员）与Ouyeel之间就此类服务签订的协议期限内有效，并可由Ouyeel不时更新，但Ouyeel会提前通知会员。

会员责任

每位会员均有义务为Ouyeel的服务提供充分的信息支持，Ouyeel为会员提供支持的能力取决于该等义务的履行情况，包括以下内容：

经会员授权负责参与平台支持服务的会员员工（以下简称“会员代表”）的详细信息已提供给Ouyeel，并已在平台上注册。该会员可以通过会员注册邮箱发出邮件或联系Ouyeel客服来获取技术支持。

平台已为会员提供培训及操作手册，会员在提出服务支持需求时，应对平台操作有初步了解，并向平台服务支持人员提供充足的信息，以协助平台充分理解会员的需求并顺利提供所需的服务支持。

服务范围

服务包括：

识别、排除和解决生产网络上许可软件中的问题；

1级事件和2级事件的根本原因分析；

协助解决使用过程中的问题；

有关实现和配置的指导。

服务不包括：

许可软件以外的任何软件的支持；

许可软件非正式发布版本（例如不支持测试版本）或非生产（例如暂存）网络上的支持；

现场支持；

英语、中文普通话以外语言的服务支持；

系统和性能调优。

问题分类

大体上，有三种类型的支持请求： 1、对当前业务运营造成影响的生产问题； 2、 关于功能或技术的一般问题；及3、涉及API使用、第三方集成方面的技术支持需求，以下统称为“问题”。

问题将按严重程度进行分类。所有其他类型的支持请求将被归类为3级事件。

1级事件/重大影响：严重损害会员业务运营的紧急情况，问题将持续到被纠正或有变通办法。此类事件通常以整个应用程序系统丢失或安全漏洞为特征，如果不迅速解决，将导致重大财务、声誉、合规性或导致风险显著增加。

2级事件/中度影响：应用程序因应用程序中的意外行为而受损。解决影响不具有时效紧迫性，由于具有合理的解决方法或仅影响特定的用户，因此对会员产生很少的影响或不产生重大影响。

3级事件/低度影响：由于应用程序某种外观或人体工程学方面的错误而影响了应用程序的使用，该影响足够引起注意，但不会对业务运营产生重大影响，或者可以通过文档更改或Ouyeel将来定期发布来合理纠正的问题。

服务响应

支持24*7 全天候支持。响应时间视问题的严重程度有所区别：

“平均响应时间”的计算方法是：会员在支持界面（端口）中提出问题与支持人员确认问题之间的持续时间除以一个月内的问题数量。

“平均解决时间”的计算方法是：从提出问题到向会员反馈问题已得到修复之间的持续时间（减去等待客户响应的时间）除以一个月内的问题数量。

责任限制

当发生以下情况，则应免除平台未能满足服务支持的责任：

1、收到并随后取消的任何服务支持，或者无法联系到提出服务需求的会员；

2、对平台服务的功能需求、功能增强以及相关澄清、查询和反馈；

3、因会员或其第三方供应商的作为或不作为，无法提供的服务支持；

4、不受Ouyeel控制的网络服务、连接、软件、硬件或设备的故障或问题；

5、任何政府机构限制平台提供支持的任何行为；

6、任何不可抗力事件（定义见会员协议），但Ouyeel应履行合理的恢复程序；

7、在平台暂停服务期间的相关问题。

服务可用性

服务项目      正常运行比率

EFFITRADE平台   99.80%

日常维护

为了以高效和安全的方式运行，平台需要进行日常维护和升级。例行维护可在每周四 22：00 至周五 5：00 （SGT） 期间进行，日常维护包括由Ouyeel或会员发起的服务变更。导致会员服务不可用的启动维护持续时间将每月< 4 小时。

如果发生重大事件或紧急维护事件，Ouyeel将尽快通知所有会员（通过其提供的技术联系人并在平台上发布）详细信息和拟采取的补救措施。平台将定期升级更新，直到问题完全解决。

浏览器支持

平台支持以下浏览器的最新版本及早期主要版本：

谷歌浏览器Chrome

微软Edge

EFFITRADE PLATFORM SERVICE SUPPORT POLICY

Contact Us

Tel: 86-021- 36638879

Email: effitrade@ouyeel.com

Emergency Liaison: liuchang_196167@baosteel.com

The services support of the Effitrade Platform (the “Platform”) can only be accessed through the aforementioned contact information. Users agree and acknowledge that any contact made through alternative methods (for example, contacting the Effitrade Platform staff directly or through other ways of communication) may cause delays to response times and resolution of issues.

Support Policy

The Effitrade Platform is a cross-border financial services platform established by Shanghai Ouyeel Jincheng Information Service Co., Ltd. (“Ouyeel”).

This Support Policy sets out the technical and support procedures of the Effitrade Platform, including information regarding upgrades, recommended requirements, security and other applicable technical policies and procedures. This Support Policy shall be effective during the term of the Agreement entered into between you (User) and Ouyeel regarding such services and may be updated by Ouyeel from time to time, with advance notice provided to Users.

User Responsibilities

Each User is obligated to provide adequate information to support Ouyeel’s services. Ouyeel’s capability to provide support to its Users is dependent on the fulfillment of such obligations, including but not limited to:

• Detailed information of the User’s authorized representative (“User Representative”) responsible for participating in Platform support services has been provided to Ouyeel and registered on the Platform. User can contact Ouyeel’s customer service or send an email through the registered User mailbox to request technical support; and
• The Platform has provided Users with training and operation manuals. When requesting service support, Users shall have a preliminary understanding of the Platform’s operation and provide the Platform service support staff with sufficient information to assist the Platform to fully understand the needs of Users and successfully provide the service support needed.

Scope of Services

The Services include:

• Identifying, troubleshooting and resolving issues in the Licensed Software within the Production Network;
• Root cause analysis for Severity Level I and Severity Level II incidents;
• Assistance on solving problems in the process of utilization; and
• Guidance on implementation and configuration.

The Services do not include:

• Support for any software other than the Licensed Software;
• Support for versions that are released unofficially (e.g., test versions are not supported) or non-production (e.g., staging) networks of the Licensed Software;
• On-site support;
• Service support in languages other than English and Chinese (Mandarin); or
• System and performance improvement.

Issue Classification

In general, there are three types of support requests: a) Production issues that may impact current business operations; b) General issues related to the function or technology of the Platform; and c) Technical support relating to API use or third-party integration, which are collectively referred to as “Issues”.

Issues will be categorized based on their severity. All other types of support requests will be classified as a Level III Incident.

• Severity I/Significant Impact: An emergency situation that severely impairs the business operations of a User, and the Issue will continue until it is corrected or a workaround is available. Such incidents typically involve complete application system loss or security vulnerabilities, and will lead to significant financial, reputational, regulatory compliance or sharp increase in risk if not resolved quickly.
• Severity II/moderate impact: The application is compromised due to unexpected behavior in the application. Eliminating the impact is not time-sensitive, as there are reasonable solutions or only affects selected users, resulting in minimal or no significant impact on Users.
• Severity III/low impact: Issues that affect the use of the application due to cosmetic or ergonomic errors. The impact is significant enough to draw User’s attention but does not have a major impact on business operations or can be reasonably corrected through document changes or future regular releases by Ouyeel.

Service Response

The support services are available 24 * 7. Response times vary depending on the severity of issues:

The “Average Response Time” is calculated by determining the duration between the Issue raised by a User on the support interface (port) and the confirmation of the Issue by the technical support staff, divided by the number of Issues in a month.

The “Average Resolution Time” is calculated by determining the duration between the Issue being raised and the time when the User is notified that the Issue has been fixed (minus the time waiting for a customer response), divided by the number of Issues in a month.

Limitation of Liability

The Platform will be exempt from liability for the failure to providing service support when the following circumstances occur:

• Any service support requests received and subsequently cancelled, or the User cannot be contacted;
• Functional requirements, functional enhancements, and relevant clarifications, inquiries and feedbacks regarding the Platform services;
• Service support that cannot be provided due to acts or omissions of Users or its third-party suppliers;
• Internet services, connections, software, hardware or equipment failures or problems beyond the control of Ouyeel;
• Any actions by governmental authority to prevent the Platform from providing support;
• Any Force Majeure Event (as defined in Cross-border Letter of Credit Platform User Agreement), provided that Ouyeel shall follow reasonable recovery procedures; or
• Issues related to the Platform during the period of Platform Suspension Event (as defined in Effitrade Platform Rules).

Service Availability

Normal Operating Ratio of the Platform: 99.80%

Routine Maintenance

In order to operate efficiently and safely, the Platform requires routine maintenance and upgrades. Routine Maintenance will be performed from Thursday 22: 00 to Friday 5: 00 (SGT) weekly, which consists of service changes either initiated by Ouyeel or by Users. Routine Maintenance duration resulting in unavailability of the service will be < 4 hours per month.

Ouyeel will inform all Users as soon as possible (through the technical contacts provided by them and posted on the Platform) detailed information and proposed remedial actions in the event of a significant incident or emergent maintenance. The Platform will be updated regularly until the Issue is completely solved.

User Browsers

The Platform supports the first major version of the latest versions of the following browsers:

• Google Chrome
• Microsoft Edge