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      RS: How does the Standard Support Model work?

      Standard Support from KOR after Implementation Phase

      KOR provides standard support services to assist clients in the effective use of the KOR platform and its features. Following the completion of each implementation phase and subsequent production launch, KOR shifts to supporting its Clients in a reactive capacity.  While KOR does not directly manage, modify, or maintain client data or configurations post-implementation, we remain committed to providing guidance, best practices, and technical support to ensure optimal use of the platform and continued regulatory compliance.

      SteerCo meetings will continue to be held at a frequency agreed upon with the client — typically quarterly — to stay aligned on ongoing activities, discuss progress, and review any enhancement requests. Where KOR agrees with the proposed enhancements, they will be added to our internal project board for consideration and prioritization.

      Included in Standard Support:

      1. Platform Maintenance & Regulatory Support
        1. Ongoing planned upgrades to the Regulatory Solution (RS) system.
        2. Maintenance of endpoint Trade Repository (TR) connections and corresponding updates to KOR’s output generator to ensure data is formatted and transmitted accurately in line with the endpoint TR requirements.
        3. Support for new regulatory jurisdictions and changes to existing regulatory requirements. This includes the KOR system updates around validations and outputs, but not Client configurations. As part of our client support, we provide clear guidance on the impact of regulatory changes, including updates to KDM fields, validation rules, and related requirements. Additionally, our service includes proactive outreach during regulatory transitions to check on client progress and offer assistance as needed.
      2. Functional Inquiries
        1. Responses to targeted questions on general platform functionality when such information is not already available in KOR’s Knowledge Base.
        2. Any uncovered topics will be added to the Knowledge Base for future reference.
      3. Rule/Configuration Guidance
        1. Support in the form of best-practice guidance on rules or configurations being built by the Client. Example scenarios include:
          1. Advising whether a specific function is suitable for a use case.
          2. Providing guidance when a single rule or configuration is not working as expected.
        2. Note: KOR will not create or modify mappings or configurations on the Client’s behalf. KOR also does not act as a final reviewer of Client-authored configurations. 
      4. Regulatory Change Guidance
        1. General questions regarding regulatory changes impacting reporting obligations. When applicable, KOR will host Client working groups to address these questions.
      5. Technical Support
        1. Resolution of technical issues or tickets, including system errors, performance issues, or bugs within the KOR platform.

      Not Included in Standard Support:

      • Training
        1. Training of new employees beyond the materials available on KOR’s Knowledgebase.
      1. Configuration Services
        1. Building or modifying configurations or mappings to support internal Client changes (e.g., onboarding a new product or asset class, new data values, configuration updates related to a regulation change, Client’s internal system change/migration, etc.).
      2. Reporting
        1. Building, customizing, or executing reports on behalf of the Client.
        2. Note: KOR may release standard reports; however, it is the Client’s responsibility to implement or template them.
      3. Reconciliations
        1. Creating or executing reconciliations on behalf of the Client.
        2. Note: KOR may make new reconciliation types available, but execution is the Client’s responsibility.
      4. TR Endpoint Support
        1. Support related to the TR endpoint, except in cases involving technical issues with KOR’s integration or connection. KOR is not responsible for the uptime or technical issues of endpoint TRs not operated by KOR. Clients are expected to monitor and adhere to their respective TRs' notices regarding scheduled downtime or service interruptions. KOR will not issue notices related to downtime for non-KOR endpoint TRs.