Open Finance Brasil
Informativo
•
17/02/2025
Atualização de documentação de boas práticas para consumo de APIs do DiretórioInstrução Normativa BCB nº 588Atualização na Categoria do Processo de Onboarding
Sumário Regulatório
Atualização de documentação de boas práticas para consumo de APIs do DiretórioInstrução Normativa BCB nº 588Atualização na Categoria do Processo de Onboarding
Conteúdo do Documento
Atualização de documentação de boas práticas para consumo de APIs do Diretório A área do desenvolvedor do Portal do Open Finance foi atualizada com a adição da documentação de orientações para boas práticas para o consumo de APIs do Diretório. Essa documentação pode ser encontrada na seguinte seção: Diretrizes Técnicas e Operacionais > Guia de Operação do Diretório Central &...
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<h1 style="text-align: justify;display: block;margin: 0;padding: 0;color: #202020;font-family: Helvetica;font-size: 26px;font-style: normal;font-weight: bold;line-height: 125%;letter-spacing: normal;"><font color="#008080">Atualização de documentação de boas práticas para consumo de APIs do Diretório </font></h1>
<div style="text-align: justify;">
<p data-olk-copy-source="MessageBody" style="margin: 10px 0;padding: 0;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #202020;font-family: Helvetica;font-size: 16px;line-height: 150%;text-align: left;">A área do desenvolvedor do Portal do Open Finance foi atualizada com a adição da documentação de orientações para boas práticas para o consumo de APIs do Diretório. Essa documentação pode ser encontrada na seguinte seção: Diretrizes Técnicas e Operacionais > Guia de Operação do Diretório Central > 25. APIs do Diretório – Boas Práticas.</p>
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<a class="mcnButton" href="https://openfinancebrasil.atlassian.net/wiki/spaces/OF/pages/807108609/25.+APIs+do+Diret+rio+-+Boas+Pr+ticas" style="font-weight: bold;letter-spacing: normal;line-height: 100%;text-align: center;text-decoration: none;color: #FFFFFF;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;display: block;" target="_blank" title="Clique aqui para acessar a documentação atualizada">Clique aqui para acessar a documentação atualizada</a>
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<h1 style="text-align: justify;display: block;margin: 0;padding: 0;color: #202020;font-family: Helvetica;font-size: 26px;font-style: normal;font-weight: bold;line-height: 125%;letter-spacing: normal;"><font color="#008080">Instrução Normativa BCB nº 588 <br/>
</font></h1>
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<p data-olk-copy-source="MessageBody" style="margin: 10px 0;padding: 0;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #202020;font-family: Helvetica;font-size: 16px;line-height: 150%;text-align: left;">A partir de 17/02/2025, o ambiente do Service Desk Open Finance será atualizado conforme a Instrução Normativa BCB n° 588 de 31/01/2025. As principais mudanças consistem em:<br/>
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<strong>1. Criação e atualização metas de atendimento de incidentes sem indisponibilidade: </strong> As metas de atendimento foram segregadas em 3 tipos de incidentes sem indisponibilidade, listados abaixo.</p>
a. Degradação de qualidade de serviço: SLA de 2 dias úteis;<br/>
b. Erro de desconformidade: SLA de 10 dias úteis;<br/>
c. Demais erros: SLA de 30 trinta dias úteis.<br/>
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Os tickets da categoria<strong> “Erro na Jornada ou Dados”</strong>, com exceção da subcategoria “Gerando uma credencial”, terão inicialmente <strong>10 dias úteis de SLA</strong> (erro de desconformidade). A equipe de atendimento poderá solicitar a alteração do tipo de erro para “demais erros” conforme fluxo de reclassificação já existente.
<p data-olk-copy-source="MessageBody" style="margin: 10px 0;padding: 0;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #202020;font-family: Helvetica;font-size: 16px;line-height: 150%;text-align: left;"><strong>2. Contagem do prazo dos tickets</strong>: Caso haja necessidade de complementação de informações em relação aos tickets, a contagem de prazo fica suspensa até que as referidas informações sejam prestadas. Dessa forma,<strong> todos os status de responsabilidade do usuário requisitante passarão a ter pausa no SLA do ticket</strong>. O status “AGUARDANDO REQUISITANTE - ESSENCIAL” será desativado.<br/>
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<strong>3. Monitoramento:</strong> As categoria do fluxo de monitoramento de desconformidade serão atualizadas conforme as tabelas abaixo.</p>
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<th style="border: 0px solid black; padding: 8px; text-align: center; width:"> </th>
<th style="border: 1px solid black; padding: 8px; text-align: center; width:110px">Categoria</th>
<th style="border: 1px solid black; padding: 8px; text-align: center; width: 130px">Subcategoria</th>
<th style="border: 1px solid black; padding: 8px; text-align: center;">Categoria de 3º Nível</th>
<th style="border: 1px solid black; padding: 8px; text-align: center;width: 100px">SLA</th>
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<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px"><strong>DE:</strong></span></td>
<td style="border: 1px solid black;padding: 10px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Monitoramento e Gestão de Consequência</span></td>
<td style="border: 1px solid black;padding: 11px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Desconformidade</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Aplicação da Advertência</span></td>
<td style="border: 1px solid black;padding: 12px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">5 dias úteis</span></td>
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<td style="border: 1px solid black;padding: 8px;width: 50px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px"><strong>PARA:</strong></span></td>
<td style="border: 1px solid black;padding: 10px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Monitoramento e Gestão de Consequência</span></td>
<td style="border: 1px solid black;padding: 11px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Desconformidade</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Apresentação Avaliação Específica de Taxa de Conversão</span></td>
<td style="border: 1px solid black;padding: 12px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">10 dias úteis</span></td>
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<div style="text-align: center;"> </div>
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<th style="border: 0px solid black; padding: 8px; text-align: center;"> </th>
<th style="border: 1px solid black; padding: 10px; width: 8px; text-align: center;width:110px">Categoria</th>
<th style="border: 1px solid black; padding: 11px; width: 8px; text-align: center; width:130px">Subcategoria</th>
<th style="border: 1px solid black; padding: 8px; text-align: center;">Categoria de 3º Nível</th>
<th style="border: 1px solid black; padding: 12px; width: 100px; text-align: center;">SLA</th>
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<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px"><strong>DE:</strong></span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Monitoramento e Gestão de Consequência</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Desconformidade</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;width: 101px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Documento Assinado pelo Diretor</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">90 dias corridos</span></td>
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<td style="border: 1px solid black;padding: 8px;width: 50px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px"><strong>PARA:</strong></span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Monitoramento e Gestão de Consequência</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Desconformidade</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Apresentação Relatório de Situações de Desconformidade</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">90 dias corridos</span></td>
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As informações técnicas sobre os campos e categorias estão disponíveis na <a href="https://bra01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fservicedesk.openbankingbrasil.org.br%2FKBFAQTree.jsp&data=05%7C02%7Cgabriela.lettieri%40chicagoadvisory.com.br%7C24da38ae4c444a84c48e08dd4a0ceb22%7C7531e8b3c928494b9b897ee3d353272d%7C0%7C0%7C638748141534008206%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=l7rTPJ7GGWt58Q9gz%2FiOtrl8aidDBxAcXlJ4wVfkuCw%3D&reserved=0" originalsrc="https://servicedesk.openbankingbrasil.org.br/KBFAQTree.jsp" shash="VlS9b3dMIUvv+wCTWFENlRCwOnYVbCvAC9ITqQsuvt537AEQr4/KI0itQZgS2FGukUvDTg1tlqEpxxMlLET1Adrb2baaVVsjvwnH9yifriMo1+4DTUu++YwXwEVk8ZG+pp8baRZuyCNZZkOMA2EeNk+QZ2+NXH67KDfxZbOmkqc=" style="mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #007C89;font-weight: normal;text-decoration: underline;" title="https://bra01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fservicedesk.openbankingbrasil.org.br%2FKBFAQTree.jsp&data=05%7C02%7Cgabriela.lettieri%40chicagoadvisory.com.br%7C24da38ae4c444a84c48e08dd4a0ceb22%7C7531e8b3c928494b9b897ee3d353272d%7C0%7C0%7C638748141534008206%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=l7rTPJ7GGWt58Q9gz%2FiOtrl8aidDBxAcXlJ4wVfkuCw%3D&reserved=0">FAQ</a>: API SYSAID > Formulários Customizados.<br/>
<br/>
Em caso de dúvidas, faça a abertura de um ticket na plataforma do <a href="https://bra01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fservicedesk.openbankingbrasil.org.br%2F&data=05%7C02%7Cgabriela.lettieri%40chicagoadvisory.com.br%7C24da38ae4c444a84c48e08dd4a0ceb22%7C7531e8b3c928494b9b897ee3d353272d%7C0%7C0%7C638748141534025077%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=WtJF8RXLRU24RZhwXn19a%2BGyb6Wbp1g3wIoXAnOIgkM%3D&reserved=0" originalsrc="https://servicedesk.openbankingbrasil.org.br/" shash="BuOWgekeTTdNQ9+8DQ79wxnt91eT23G9QUa3NcAnVHU/6C2zWj0kAMEuA5s97mLaU2G96W0wEp0T7YETkY0t4YdKQoCzr9MthOE9WwigASSwJvuFSwbWQEojzkLZnYsaA3IbBgsz0AIv9rVZhwm47WD5qkxLhZErYOfwEh0NDbU=" style="mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #007C89;font-weight: normal;text-decoration: underline;" title="https://bra01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fservicedesk.openbankingbrasil.org.br%2F&data=05%7C02%7Cgabriela.lettieri%40chicagoadvisory.com.br%7C24da38ae4c444a84c48e08dd4a0ceb22%7C7531e8b3c928494b9b897ee3d353272d%7C0%7C0%7C638748141534025077%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=WtJF8RXLRU24RZhwXn19a%2BGyb6Wbp1g3wIoXAnOIgkM%3D&reserved=0">Service Desk</a>.
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<a class="mcnButton" href="https://bcb.gov.br/estabilidadefinanceira/exibenormativo?tipo=Instru%C3%A7%C3%A3o%20Normativa%20BCB&numero=588" style="font-weight: bold;letter-spacing: normal;line-height: 100%;text-align: center;text-decoration: none;color: #FFFFFF;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;display: block;" target="_blank" title="Clique aqui para consultar a IN BCB nº 588">Clique aqui para consultar a IN BCB nº 588</a>
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<a class="mcnButton" href="https://openfinancebrasil.atlassian.net/wiki/spaces/OF/pages/309821988/06.+Reclassifica+o+e+Altera+o+do+prazo+de+SLA#Reclassificação-e-Alteração-do-prazo-de-SLA" style="font-weight: bold;letter-spacing: normal;line-height: 100%;text-align: center;text-decoration: none;color: #FFFFFF;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;display: block;" target="_blank" title="Clique aqui para acessar o fluxo de recategorização de incidentes (SLA Dinâmico)">Clique aqui para acessar o fluxo de recategorização de incidentes (SLA Dinâmico)</a>
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<h1 style="text-align: justify;display: block;margin: 0;padding: 0;color: #202020;font-family: Helvetica;font-size: 26px;font-style: normal;font-weight: bold;line-height: 125%;letter-spacing: normal;"><font color="#008080">Atualização na Categoria do Processo de <em>Onboarding </em></font></h1>
<div style="text-align: justify;">
<p data-olk-copy-source="MessageBody" style="margin: 10px 0;padding: 0;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #202020;font-family: Helvetica;font-size: 16px;line-height: 150%;text-align: left;">Informamos que, no dia 17/02/2025, será aplicada a seguinte atualização no Service Desk:<br/>
<br/>
O campo “Detentoras com êxito nos testes” será removido do formulário da categoria já existente:<br/>
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<td nowrap="nowrap" style="width: 180px;height: 30px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:13px"><strong>Categoria</strong></span></td>
<td nowrap="nowrap" style="width: 200px;height: 30px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:13px"><strong>Subcategoria</strong></span></td>
<td nowrap="nowrap" style="width: 200px;height: 30px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:13px"><strong>Categoria de 3° Nível</strong></span></td>
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<td nowrap="nowrap" style="width: 200px;height: 30px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:13px">Comunicação de Conclusão de Onboarding</span></td>
<td nowrap="nowrap" style="width: 200px;height: 30px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:13px">Conclusão de Onboarding</span></td>
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<strong>Catálogo de Serviços:</strong><br/>
<img data-file-id="6194861" height="255" src="https://mcusercontent.com/49f5ff8910ce85bdb1d9a7864/images/f6186a07-80c4-45c9-1f22-9b018e934d91.png" style="border: 0px;width: 180px;height: 255px;margin: 0px;outline: none;text-decoration: none;-ms-interpolation-mode: bicubic;" width="180"/><br/>
As instituições que possuem integração com o Service Desk devem estar preparadas para abrir os chamados nesta categoria.<br/>
<br/>
As informações técnicas sobre os campos e categorias estão disponíveis na <a href="https://bra01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fservicedesk.openbankingbrasil.org.br%2FKBFAQTree.jsp&data=05%7C02%7Cmatheus.mantovani%40chicagoadvisory.com.br%7C24da38ae4c444a84c48e08dd4a0ceb22%7C7531e8b3c928494b9b897ee3d353272d%7C0%7C0%7C638748141534040179%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=nvEEJFkW5qmB9zn7gS%2FXhp%2BQ58r%2Be2NGNgqZOVLtgaU%3D&reserved=0" style="mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #007C89;font-weight: normal;text-decoration: underline;">FAQ</a>: API SYSAID > Formulários Customizados<br/>
<br/>
Em caso de dúvidas referentes a esta atualização, faça a abertura de um chamado na plataforma do <a href="https://bra01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fservicedesk.openbankingbrasil.org.br%2F&data=05%7C02%7Cmatheus.mantovani%40chicagoadvisory.com.br%7C24da38ae4c444a84c48e08dd4a0ceb22%7C7531e8b3c928494b9b897ee3d353272d%7C0%7C0%7C638748141534053484%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=bvwjaWkJnYTedLYVwooEkHnkBqmxCIrjiaCP8o4Ds2Y%3D&reserved=0" style="mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #007C89;font-weight: normal;text-decoration: underline;">Service Desk</a>.</div>
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<td class="mcnTextContent" style="padding-top: 0;padding-right: 18px;padding-bottom: 9px;padding-left: 18px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;word-break: break-word;color: #202020;font-family: Helvetica;font-size: 16px;line-height: 150%;text-align: left;" valign="top">
<h1 style="text-align: justify;display: block;margin: 0;padding: 0;color: #202020;font-family: Helvetica;font-size: 26px;font-style: normal;font-weight: bold;line-height: 125%;letter-spacing: normal;"><font color="#008080">Atualização de documentação de boas práticas para consumo de APIs do Diretório </font></h1>
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<p data-olk-copy-source="MessageBody" style="margin: 10px 0;padding: 0;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #202020;font-family: Helvetica;font-size: 16px;line-height: 150%;text-align: left;">A área do desenvolvedor do Portal do Open Finance foi atualizada com a adição da documentação de orientações para boas práticas para o consumo de APIs do Diretório. Essa documentação pode ser encontrada na seguinte seção: Diretrizes Técnicas e Operacionais > Guia de Operação do Diretório Central > 25. APIs do Diretório – Boas Práticas.</p>
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<a class="mcnButton" href="https://openfinancebrasil.atlassian.net/wiki/spaces/OF/pages/807108609/25.+APIs+do+Diret+rio+-+Boas+Pr+ticas" style="font-weight: bold;letter-spacing: normal;line-height: 100%;text-align: center;text-decoration: none;color: #FFFFFF;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;display: block;" target="_blank" title="Clique aqui para acessar a documentação atualizada">Clique aqui para acessar a documentação atualizada</a>
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<h1 style="text-align: justify;display: block;margin: 0;padding: 0;color: #202020;font-family: Helvetica;font-size: 26px;font-style: normal;font-weight: bold;line-height: 125%;letter-spacing: normal;"><font color="#008080">Instrução Normativa BCB nº 588 <br/>
</font></h1>
<div style="text-align: justify;">
<p data-olk-copy-source="MessageBody" style="margin: 10px 0;padding: 0;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #202020;font-family: Helvetica;font-size: 16px;line-height: 150%;text-align: left;">A partir de 17/02/2025, o ambiente do Service Desk Open Finance será atualizado conforme a Instrução Normativa BCB n° 588 de 31/01/2025. As principais mudanças consistem em:<br/>
<br/>
<strong>1. Criação e atualização metas de atendimento de incidentes sem indisponibilidade: </strong> As metas de atendimento foram segregadas em 3 tipos de incidentes sem indisponibilidade, listados abaixo.</p>
a. Degradação de qualidade de serviço: SLA de 2 dias úteis;<br/>
b. Erro de desconformidade: SLA de 10 dias úteis;<br/>
c. Demais erros: SLA de 30 trinta dias úteis.<br/>
<br/>
Os tickets da categoria<strong> “Erro na Jornada ou Dados”</strong>, com exceção da subcategoria “Gerando uma credencial”, terão inicialmente <strong>10 dias úteis de SLA</strong> (erro de desconformidade). A equipe de atendimento poderá solicitar a alteração do tipo de erro para “demais erros” conforme fluxo de reclassificação já existente.
<p data-olk-copy-source="MessageBody" style="margin: 10px 0;padding: 0;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #202020;font-family: Helvetica;font-size: 16px;line-height: 150%;text-align: left;"><strong>2. Contagem do prazo dos tickets</strong>: Caso haja necessidade de complementação de informações em relação aos tickets, a contagem de prazo fica suspensa até que as referidas informações sejam prestadas. Dessa forma,<strong> todos os status de responsabilidade do usuário requisitante passarão a ter pausa no SLA do ticket</strong>. O status “AGUARDANDO REQUISITANTE - ESSENCIAL” será desativado.<br/>
<br/>
<strong>3. Monitoramento:</strong> As categoria do fluxo de monitoramento de desconformidade serão atualizadas conforme as tabelas abaixo.</p>
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<th style="border: 0px solid black; padding: 8px; text-align: center; width:"> </th>
<th style="border: 1px solid black; padding: 8px; text-align: center; width:110px">Categoria</th>
<th style="border: 1px solid black; padding: 8px; text-align: center; width: 130px">Subcategoria</th>
<th style="border: 1px solid black; padding: 8px; text-align: center;">Categoria de 3º Nível</th>
<th style="border: 1px solid black; padding: 8px; text-align: center;width: 100px">SLA</th>
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<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px"><strong>DE:</strong></span></td>
<td style="border: 1px solid black;padding: 10px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Monitoramento e Gestão de Consequência</span></td>
<td style="border: 1px solid black;padding: 11px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Desconformidade</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Aplicação da Advertência</span></td>
<td style="border: 1px solid black;padding: 12px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">5 dias úteis</span></td>
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<tr>
<td style="border: 1px solid black;padding: 8px;width: 50px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px"><strong>PARA:</strong></span></td>
<td style="border: 1px solid black;padding: 10px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Monitoramento e Gestão de Consequência</span></td>
<td style="border: 1px solid black;padding: 11px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Desconformidade</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Apresentação Avaliação Específica de Taxa de Conversão</span></td>
<td style="border: 1px solid black;padding: 12px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">10 dias úteis</span></td>
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<div style="text-align: center;"> </div>
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<tbody>
<tr>
<th style="border: 0px solid black; padding: 8px; text-align: center;"> </th>
<th style="border: 1px solid black; padding: 10px; width: 8px; text-align: center;width:110px">Categoria</th>
<th style="border: 1px solid black; padding: 11px; width: 8px; text-align: center; width:130px">Subcategoria</th>
<th style="border: 1px solid black; padding: 8px; text-align: center;">Categoria de 3º Nível</th>
<th style="border: 1px solid black; padding: 12px; width: 100px; text-align: center;">SLA</th>
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<tr>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px"><strong>DE:</strong></span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Monitoramento e Gestão de Consequência</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Desconformidade</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;width: 101px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Documento Assinado pelo Diretor</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">90 dias corridos</span></td>
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<td style="border: 1px solid black;padding: 8px;width: 50px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px"><strong>PARA:</strong></span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Monitoramento e Gestão de Consequência</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Desconformidade</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">Apresentação Relatório de Situações de Desconformidade</span></td>
<td style="border: 1px solid black;padding: 8px;text-align: center;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:12px">90 dias corridos</span></td>
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</tbody>
</table>
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As informações técnicas sobre os campos e categorias estão disponíveis na <a href="https://bra01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fservicedesk.openbankingbrasil.org.br%2FKBFAQTree.jsp&data=05%7C02%7Cgabriela.lettieri%40chicagoadvisory.com.br%7C24da38ae4c444a84c48e08dd4a0ceb22%7C7531e8b3c928494b9b897ee3d353272d%7C0%7C0%7C638748141534008206%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=l7rTPJ7GGWt58Q9gz%2FiOtrl8aidDBxAcXlJ4wVfkuCw%3D&reserved=0" originalsrc="https://servicedesk.openbankingbrasil.org.br/KBFAQTree.jsp" shash="VlS9b3dMIUvv+wCTWFENlRCwOnYVbCvAC9ITqQsuvt537AEQr4/KI0itQZgS2FGukUvDTg1tlqEpxxMlLET1Adrb2baaVVsjvwnH9yifriMo1+4DTUu++YwXwEVk8ZG+pp8baRZuyCNZZkOMA2EeNk+QZ2+NXH67KDfxZbOmkqc=" style="mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #007C89;font-weight: normal;text-decoration: underline;" title="https://bra01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fservicedesk.openbankingbrasil.org.br%2FKBFAQTree.jsp&data=05%7C02%7Cgabriela.lettieri%40chicagoadvisory.com.br%7C24da38ae4c444a84c48e08dd4a0ceb22%7C7531e8b3c928494b9b897ee3d353272d%7C0%7C0%7C638748141534008206%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=l7rTPJ7GGWt58Q9gz%2FiOtrl8aidDBxAcXlJ4wVfkuCw%3D&reserved=0">FAQ</a>: API SYSAID > Formulários Customizados.<br/>
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Em caso de dúvidas, faça a abertura de um ticket na plataforma do <a href="https://bra01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fservicedesk.openbankingbrasil.org.br%2F&data=05%7C02%7Cgabriela.lettieri%40chicagoadvisory.com.br%7C24da38ae4c444a84c48e08dd4a0ceb22%7C7531e8b3c928494b9b897ee3d353272d%7C0%7C0%7C638748141534025077%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=WtJF8RXLRU24RZhwXn19a%2BGyb6Wbp1g3wIoXAnOIgkM%3D&reserved=0" originalsrc="https://servicedesk.openbankingbrasil.org.br/" shash="BuOWgekeTTdNQ9+8DQ79wxnt91eT23G9QUa3NcAnVHU/6C2zWj0kAMEuA5s97mLaU2G96W0wEp0T7YETkY0t4YdKQoCzr9MthOE9WwigASSwJvuFSwbWQEojzkLZnYsaA3IbBgsz0AIv9rVZhwm47WD5qkxLhZErYOfwEh0NDbU=" style="mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #007C89;font-weight: normal;text-decoration: underline;" title="https://bra01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fservicedesk.openbankingbrasil.org.br%2F&data=05%7C02%7Cgabriela.lettieri%40chicagoadvisory.com.br%7C24da38ae4c444a84c48e08dd4a0ceb22%7C7531e8b3c928494b9b897ee3d353272d%7C0%7C0%7C638748141534025077%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=WtJF8RXLRU24RZhwXn19a%2BGyb6Wbp1g3wIoXAnOIgkM%3D&reserved=0">Service Desk</a>.
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<a class="mcnButton" href="https://bcb.gov.br/estabilidadefinanceira/exibenormativo?tipo=Instru%C3%A7%C3%A3o%20Normativa%20BCB&numero=588" style="font-weight: bold;letter-spacing: normal;line-height: 100%;text-align: center;text-decoration: none;color: #FFFFFF;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;display: block;" target="_blank" title="Clique aqui para consultar a IN BCB nº 588">Clique aqui para consultar a IN BCB nº 588</a>
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<a class="mcnButton" href="https://openfinancebrasil.atlassian.net/wiki/spaces/OF/pages/309821988/06.+Reclassifica+o+e+Altera+o+do+prazo+de+SLA#Reclassificação-e-Alteração-do-prazo-de-SLA" style="font-weight: bold;letter-spacing: normal;line-height: 100%;text-align: center;text-decoration: none;color: #FFFFFF;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;display: block;" target="_blank" title="Clique aqui para acessar o fluxo de recategorização de incidentes (SLA Dinâmico)">Clique aqui para acessar o fluxo de recategorização de incidentes (SLA Dinâmico)</a>
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<td class="mcnTextContent" style="padding-top: 0;padding-right: 18px;padding-bottom: 9px;padding-left: 18px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;word-break: break-word;color: #202020;font-family: Helvetica;font-size: 16px;line-height: 150%;text-align: left;" valign="top">
<h1 style="text-align: justify;display: block;margin: 0;padding: 0;color: #202020;font-family: Helvetica;font-size: 26px;font-style: normal;font-weight: bold;line-height: 125%;letter-spacing: normal;"><font color="#008080">Atualização na Categoria do Processo de <em>Onboarding </em></font></h1>
<div style="text-align: justify;">
<p data-olk-copy-source="MessageBody" style="margin: 10px 0;padding: 0;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #202020;font-family: Helvetica;font-size: 16px;line-height: 150%;text-align: left;">Informamos que, no dia 17/02/2025, será aplicada a seguinte atualização no Service Desk:<br/>
<br/>
O campo “Detentoras com êxito nos testes” será removido do formulário da categoria já existente:<br/>
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<td nowrap="nowrap" style="width: 180px;height: 30px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:13px"><strong>Categoria</strong></span></td>
<td nowrap="nowrap" style="width: 200px;height: 30px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:13px"><strong>Subcategoria</strong></span></td>
<td nowrap="nowrap" style="width: 200px;height: 30px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:13px"><strong>Categoria de 3° Nível</strong></span></td>
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<td nowrap="nowrap" style="width: 190px;height: 30px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:13px">Processo de Onboarding</span></td>
<td nowrap="nowrap" style="width: 200px;height: 30px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:13px">Comunicação de Conclusão de Onboarding</span></td>
<td nowrap="nowrap" style="width: 200px;height: 30px;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;"><span style="font-size:13px">Conclusão de Onboarding</span></td>
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<strong>Catálogo de Serviços:</strong><br/>
<img data-file-id="6194861" height="255" src="https://mcusercontent.com/49f5ff8910ce85bdb1d9a7864/images/f6186a07-80c4-45c9-1f22-9b018e934d91.png" style="border: 0px;width: 180px;height: 255px;margin: 0px;outline: none;text-decoration: none;-ms-interpolation-mode: bicubic;" width="180"/><br/>
As instituições que possuem integração com o Service Desk devem estar preparadas para abrir os chamados nesta categoria.<br/>
<br/>
As informações técnicas sobre os campos e categorias estão disponíveis na <a href="https://bra01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fservicedesk.openbankingbrasil.org.br%2FKBFAQTree.jsp&data=05%7C02%7Cmatheus.mantovani%40chicagoadvisory.com.br%7C24da38ae4c444a84c48e08dd4a0ceb22%7C7531e8b3c928494b9b897ee3d353272d%7C0%7C0%7C638748141534040179%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=nvEEJFkW5qmB9zn7gS%2FXhp%2BQ58r%2Be2NGNgqZOVLtgaU%3D&reserved=0" style="mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #007C89;font-weight: normal;text-decoration: underline;">FAQ</a>: API SYSAID > Formulários Customizados<br/>
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Em caso de dúvidas referentes a esta atualização, faça a abertura de um chamado na plataforma do <a href="https://bra01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fservicedesk.openbankingbrasil.org.br%2F&data=05%7C02%7Cmatheus.mantovani%40chicagoadvisory.com.br%7C24da38ae4c444a84c48e08dd4a0ceb22%7C7531e8b3c928494b9b897ee3d353272d%7C0%7C0%7C638748141534053484%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=bvwjaWkJnYTedLYVwooEkHnkBqmxCIrjiaCP8o4Ds2Y%3D&reserved=0" style="mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #007C89;font-weight: normal;text-decoration: underline;">Service Desk</a>.</div>
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