Service Level Policy

  1. Support services and inquiry handling
    1. The support center for Bank Hapoalim's third-party providers operates on Sundays between 07:30 and 16:00, and from Monday to Thursday between 07:30 and 17:00 (‘business hours'), in the support channels detailed in this section.
      Support is provided during the business hours detailed in this section.
      Inquiries outside the support channels detailed in this section will not be answered in accordance with the policy detailed in section 5.
    2. The email address to open a request to the support center is bankhapoalimopenbanking@poalim.co.il
    3. Third party providers can also contact us by phone during business hours on +972 – (0)3-714-4400.
    4. Support services will be provided to third party providers who are active in the Sandbox or Production environment.
  2. Handling of new inquiries from third party providers
    1. To make an inquiry, the applicant must provide the following two identifiers: (1) the serial number of the certificate they received from the regulator, and (2) the company number (ח.פ) of the third-party provider.
      After proper identification, the support center will ask for the contact's name and phone number to record who contacted on behalf of the third-party provider (by phone or email, as the case may be).
    2. The initial response to an inquiry via email will be provided within a two-hour period following the inquiry as defined in the section 'Support services and inquiry handling'.
    3. Support services and the handling of inquiries received by email outside of 'business hours' will be handled at the beginning of the next business day, as described in section 'Support services and inquiry handling'.
    4. The initial response to an inquiry will be sent to the applicant via email and will include the ticket number opened for this inquiry.
  3. Contacting Third Party Providers: Financial Information Service Providers ("Service Providers") or Payment Originators to Report a Serious Security Incident

    As defined in section 55a of the “NABAT 368" instruction section 55a.

    Contact us by phone on +972 – (0)3-714-5511 or by email SOC@poalim.co.il

  4. Classification of inquiries and their treatment

    Inquiry classification

    		 Definition Update of inquiry’s status

    1

    		 Any malfunction in the system, which, in the bank's opinion, disables or substantially interferes with the open banking activity. Immediately and once every few hours depending on progress in treating the problem.

    2

    		 Any error, defect, disruption including a decrease and/or change in system performance. Once every two days until an end date is defined for handling the inquiry.

    3

    		 A point fault with a limited effect on system users. For example, some system users are unable to log in to establish access authorization. Once a week until an end date is defined for handling the inquiry.

    4

    		 A fault, which has no significant consequences for users of the system. Once every two weeks until an end date is defined for handling the inquiry.

    5

    		 Request for information on how to use the financial information system interface, for basic support, support for the development/integration process, or an inquiry that does not affect production systems. Up to two weeks.
  5. System availability, up-to-date of information, and response times
    1. Availability of the system as described below.
      • In the first year of operation, starting from June 14, 2022, until June 13, 2023, monthly availability will not be less than 97 percent.
      • In the second year of activity, starting from June 14, 2023, until June 13, 2024, monthly availability will not be less than 98 percent.
      • In the third year of activity, starting from June 14, 2024, until June 13, 2025, monthly availability will not be less than 99 percent.
      • From the fourth year of operation, starting from June 14, 2025 onwards, monthly availability will not be less than 99.5 percent
    2. Response times
      • Financial information interface response time will be the same as those on the bank's digital channels.
    3. Up-to-date of information 
      • The information shared with service providers will be in accordance with what is displayed on the bank's digital channels and as required by the standard.
      • The information shared in the financial information system interface (as defined in the Financial Information Service Law, 2021) will be at the same level of up-to-date as the bank's digital channels, with at most with a delay of up to 30 seconds compared to the digital channels. In areas where the level of up-to-date is not the same, or there is a delay of more than 30 seconds from digital channel, the relevant time windows will be detailed in the DATA AVAILABILITY area on the developer portal, under each information product.
  6. Shutdowns
    1. Notifications regarding planned shutdowns in the financial information system interface or malfunctions in the SANDBOX or production environments, if any, will be published on the main page of the API MARKETPLACE on the developer portal under SYSTEM AVAILABILITY.
    2. The bank will update the developer portal regarding planned shutdowns in the financial information system interface about four hours before the shutdown.
  7. The bank supports a maximum number of inquiries per second, in a way that will allow optimal service for all service providers, in accordance with the bank's needs in protecting its systems.
    Bank Hapoalim reserves the right to update the principles of the policy presented in this document subject to the provisions of the law. It is recommended to check this from time to time.