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now,do you see all indians are the same, i told you all right?
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"He said he's sorry the group has failed them."
DBS Group CEO Piyush Gupta has written to DBS and POSB customers, personally apologizing for the inconvenience caused by the sudden disruption in banking and ATM services from 3 am to 10 am on July 5.
In a letter posted on the bank's website, he said customers have every right to expect uninterrupted services 24/7, 365 days a year from the banking group.
He said he's sorry the group has failed them.
The CEO said it was the first time DBS had experienced a system outage and service disruption of such magnitude.
Explaining what happened, Mr Gupta said the outage last week was triggered during a routine repair job on a component within the disk storage subsystem connected to the mainframe.
A component replacement was scheduled for 3 am, a quiet period, which is standard operating procedure.
Unfortunately, while IBM was conducting this routine replacement, a procedural error inadvertently triggered a malfunction in the multiple layers of systems redundancies which led to the outage.
Mr Gupta said he's treating this matter with utmost priority and the full scale investigation that was initiated last week is still underway.
This investigation is being done with the support of IBM's labs in the US and their engineering teams in Asia.
So far, he said DBS understands from IBM that an outdated procedure was used to carry out the repair.
In short, a procedural error in what was to have been a routine maintenance operation subsequently caused a complete system outage.
He said DBS takes full responsibility for this incident and it's working closely with IBM to ensure that such lapses do not recur or cause such significant impact.
In fact, he said 12 months ago DBS commenced work on a major two- year program to further strengthen the resiliency of our system and minimize the risk of service disruptions.
Mr Gupta also assured customers that all payments and transactions that were scheduled to be made on July 5 were completed.
On hindsight, he said DBS' internal escalation process could have been more immediate.
Mr Gupta said the bank could also have done more to mobilise broadcast channels to inform customers of the disruption in services first thing in the morning.
Mr Gupta said there have been valuable lessons learned.
http://www.channelnewsasia.com/stories/singaporelocalnews/view/1069146/1/.html
:oIo:"He said he's sorry the group has failed them."
DBS Group CEO Piyush Gupta has written to DBS and POSB customers, personally apologizing for the inconvenience caused by the sudden disruption in banking and ATM services from 3 am to 10 am on July 5.
In a letter posted on the bank's website, he said customers have every right to expect uninterrupted services 24/7, 365 days a year from the banking group.
He said he's sorry the group has failed them.
The CEO said it was the first time DBS had experienced a system outage and service disruption of such magnitude.
Explaining what happened, Mr Gupta said the outage last week was triggered during a routine repair job on a component within the disk storage subsystem connected to the mainframe.
A component replacement was scheduled for 3 am, a quiet period, which is standard operating procedure.
Unfortunately, while IBM was conducting this routine replacement, a procedural error inadvertently triggered a malfunction in the multiple layers of systems redundancies which led to the outage.
Mr Gupta said he's treating this matter with utmost priority and the full scale investigation that was initiated last week is still underway.
This investigation is being done with the support of IBM's labs in the US and their engineering teams in Asia.
So far, he said DBS understands from IBM that an outdated procedure was used to carry out the repair.
In short, a procedural error in what was to have been a routine maintenance operation subsequently caused a complete system outage.
He said DBS takes full responsibility for this incident and it's working closely with IBM to ensure that such lapses do not recur or cause such significant impact.
In fact, he said 12 months ago DBS commenced work on a major two- year program to further strengthen the resiliency of our system and minimize the risk of service disruptions.
Mr Gupta also assured customers that all payments and transactions that were scheduled to be made on July 5 were completed.
On hindsight, he said DBS' internal escalation process could have been more immediate.
Mr Gupta said the bank could also have done more to mobilise broadcast channels to inform customers of the disruption in services first thing in the morning.
Mr Gupta said there have been valuable lessons learned.
http://www.channelnewsasia.com/stories/singaporelocalnews/view/1069146/1/.html
