8.3 Software Errors Outside Normal Working Hours

This topic explains the software errors that occur outside normal working hours.

Software Errors Outside Normal Working Hours

In case of a problem arising outside normal working hours, E.g. during the EOD, BOD, which includes dividend payment if any, allotment procedures, price declaration, etc.,

The following is the recommended emergency procedure:

• The Systems Administrator or the back-up person should be summoned if not already available on the premises. No action should be taken until the Systems Administrator or the backup person arrives.
• The Fund Manager of the AMC should be informed about the matter.
• If the problem has occurred earlier and if the method of resolution is known, it should be applied (all occurrences of problems and their resolution should be entered in the Data Center software logbook). The Systems Administrator should ensure that the program overlay and the statement number are exactly the same as in the logbook.
• The Fund Manager of the AMC and the Internal Control Head or a member of the trustees board may be asked to come to the AMC main office to allow the Systems Administrator to enter in the SUPERVISOR mode and correct the problem.
• If the Fund Manager of the AMC is not available, the Systems Administrator should contact the respective back-ups to gain access to the supervisor mode. Secret passwords to the supervisor mode are supposed to be available with the Systems Administrator who in turn would rectify the problem logging into the system.
• If the error happens for the first time and the AMC has a technical person for FCIS maintenance, the Systems Administrator should consult the person, identify the bug and fix it as per procedure. If this is not possible, Oracle Financial Services Software Limited should be contacted for instructions. Normally the bug should be fixed by the on site by any person authorized by Oracle Financial Services Software Limited or should be fixed in the service center.
• If the error happens for the first time and the AMC has a maintenance and support agreement with Oracle Financial Services Software Limited the Systems Administrator should report/handle the problem as per the support procedure in the support Manual. The AMC should take action as per the instructions of Oracle Financial Services Software Limited.
• In all cases, details of the events (error description, communications with Oracle Financial Services Software Limited, etc., should be carefully noted in the Logbook of the Data Center and reviewed by the Internal Control Unit.