ONLINE BANKING ENTERPRISE™ OPERATING - FNB · PDF fileFNB Online Operating Manual...

ONLINE BANKING ENTERPRISE™ OPERATING MANUAL

V 20.0 MAY 2012

FNB Online

Operating Manual – South Africa

Version 20.0 of 28

Change History Date Ver. Description

Various 14.0 Original document

19 March 2008 14.1 Updated to include - new Cash Management functionality; Statements Functionality; Accounts Verification; new cut-off times and new formats for receiving statements by email; Client ID functionality has been discontinued.

11 July 2008 15.0 Updated to include – NAEDO; historical and transaction data now over a 180-day period; Payments & Collections (lock & unlock facility); text amendments to 2.3.1.2.5, 7.2, 7.5.2, 6.2.2.

15 September 2008 16.0 Addition of ‘Sufficient Funds’ to Definitions in order to reference ESA 7.6;

System requirements updated;

Reference to archived statements functionality removed pending implementation thereof;

01 November 2008 17.0 Amendments reflecting enhancements to the Account Verification service.

09 March 2010 18.0 Annexure A – updated; Annexure B – OBE service types and cut-off times added; Annexure C list of banks participating in Express Clearing added; Annexure D – Client Support contact numbers and operating hours expanded and updated; Introduction – wording changed to “…The Manual also serves as an overview of the OBE solutions.” Addition of Hierarchies and Online Limits clauses; Digital Certificate clauses amended.

18 August 2011 19.0 New security clause added; PayToday renamed Express Clearing/NPS; Non-commercial/corporate cut-off times and services removed from Annexure B; Software requirements updated; Annexure F “Countries participating in the Account Verification service” removed.

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15 March 2012 Express Clearing/NPS renamed Pay and Clear Now; Annexure C – List of Banks participating in Pay and Clear Now updated; Annexure E – Transaction history formats updated; all references to three questions and answers were replaced by Passcodes; Annexure D – Client Support updated

11 May 2012 20.0 Review of Operating Manual to ensure consistency with services provided on OBE

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Contents

1 INTRODUCTION .................................................................................................................... 5

1.1 Objectives ............................................................................................................................... 5 1.2 Definitions and Terminology ................................................................................................... 5

2 SERVICES .............................................................................................................................. 8

2.1 Electronic Funds Transfer (EFT) and Transaction Search ..................................................... 8 2.2 SARS eFiling .......................................................................................................................... 8 2.3 Pay and Clear Now ................................................................................................................. 8 2.4 Verify Account Owner (VAO) .................................................................................................. 9 2.5 Cash Management (CashMan) ............................................................................................. 10 2.6 Hierarchies ............................................................................................................................ 12 2.7 Online Collection Service ...................................................................................................... 12 2.8 Online Settlement Limits ....................................................................................................... 13 2.9 Components and Functionality ............................................................................................. 14 2.10 OBE Role Allocations ........................................................................................................... 16 2.11 Software Requirements ........................................................................................................ 18 2.12 System Availability ................................................................................................................ 18

3 RISK MANAGEMENT .......................................................................................................... 18

4 DISCLAIMER, PRIVACY AND SECURITY.......................................................................... 19

5 SECURE CONNECTION ...................................................................................................... 19

5.3 Password Encryption ............................................................................................................ 19 5.4 User Permissions .................................................................................................................. 19 5.5 Digital Certificates, Passwords and Passcodes .................................................................... 19 5.6 User ID .................................................................................................................................. 20 5.7 Log-in Password ................................................................................................................... 21 5.8 Lock and Unlock facility ........................................................................................................ 21 GENERAL ..................................................................................................................................... 21

6 ANNEXURES ....................................................................................................................... 22

6.1 Annexure A - OBE Payments and Collections Service Types and Cut-off Times ................ 22 6.2 Annexure B - OBE Payment Service Types and Cut-off Times ............................................ 23 6.3 Annexure C - List of Banks participating in Pay and Clear Now ........................................... 23 6.4 Annexure D – Client Support ................................................................................................ 25 6.5 Annexure E –Available formats for Transaction History, Interim Statements and Statements .................................................................................................................................... 28

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1 INTRODUCTION

This Online Banking Enterprise™ Operating Manual (hereinafter referred to as the Operating Manual) should be read in conjunction with the Electronic Services Agreement (the Agreement) between FirstRand Bank Limited, herein represented by its business unit FNB Online, (interchangeably referred to as the Bank or “us”) and the Client (interchangeably referred to as the Client or “you”), as it sets out the procedures for use of the Services.

The Manual also serves as an overview of the Online Banking Enterprise™ (OBE) solution, detailing all relevant information needed to understand the functionality of the system. All the Services outlined in the Operating Manual are rendered to in accordance with the terms and conditions of the Agreement. This Operating Manual may be amended from time to time and Clients will be duly notified of such amendments and such notification/s shall be placed on the website www.fnb.co.za on the Clients banking profile communications page.

1.1 Objectives

1.1.1 The Operating Manual seeks to assist you by providing a clear understanding of how OBE is offered and operates, including authority of individuals to access and use the Services, procedure and regulations under which OBE is provided, a detailed outline of the Services provided by the Bank to the Client on OBE and reference to any rules that you may be required to acknowledge when using OBE.

1.2 Definitions and Terminology

1.2.1 Definitions Unless inconsistent with the context, the words and expressions set forth below shall bear the following meanings:

Administrator The person or persons nominated by the Client to perform certain functions on behalf of the Client and having certain powers including but not limited to the power to use and administrate OBE and to appoint Administrators or Authorisers or Super-Authorisers (if applicable) or Users;

Agreement The agreement titled the “Electronic Services Agreement” entered into between the Bank and the Client;

Authoriser A person nominated by the Administrator to authorise the processing of an Instruction;

Autobump A service that automatically moves the action date of a payments or collections file to the next business day.

BankServ South African Bankers Service Company Limited;

Client An individual or legal entity that enters into an Agreement with the Bank to utilise the Services

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Customer The relevant customer of the client; Customer’s Bank

A bank or other financial institution with which the Client’s Customer holds accounts against which a Transaction may be processed;

EFT An Electronic Fund Transfer;

Email Electronic Mail Instruction An electronic instruction received by the Bank for the purposes of the

Agreement; Multiple Administrator Enrolment

The selection by the Client, at the time of enrolment for use of the Services, for there to be more than 1 (one) Administrator;

MUA Manage User Access NPS The National Payment System in terms of which Instructions for

payment are processed for value on the same day in a gross settlement environment and the resultant settlement is final and irrevocable;

Passcode A secret string of characters that is used for authentication, to prove identity or gain access to a resource used when the secret information is purely numeric;

Password Such alphanumeric characters as are chosen and supplied by each Client in terms of Clause 3 of this Operating Manual to enable access to the Services;

PSK Personal Security Key referred interchangeably as PKI RTC Real Time Clearing RTGS Real Time Gross Settlement Relationship Manager

An employee of the Bank who advises and assists Clients on current / prospective FNB products and solutions;

SAMOS The South African Multiple Option Settlement system operated by the South African Reserve Bank or any other settlement system adopted by the South African Reserve Bank in replacement of SAMOS;

SARS The South African Revenue Service;

SARS eFiling Electronic filing (eFiling) is a secure electronic tax return and submission service offered by the South Africa Revenue Services (SARS) that minimises the risks and hassles of manual tax returns;

Security Certificate

means a digitally signed data message which includes the following information: (i) identity of the Certificate Authority issuing it; (ii) the name or identity of its Subscriber, or a device or electronic agent under the control of the subscriber; (iii) a Public Key that corresponds to a Private Key under the control of the subscriber; (iv) the validity period; (v) the Digital Signature created using a Private Key of the Certificate Authority issuing it; and (vi) a serial number;

Services The Services provided in terms of the Agreement and set out in paragraph 2 below provided by the Bank to the Client;

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1.2.2 Terminology

MB Megabyte

SSL Secure Sockets Layer

PC Personal Computer

Settlement Cycle The period commencing immediately after a Settlement Cycle Date and

terminating on the next Settlement Cycle Date as established by SAMOS;

Settlement Cycle Date

The value date and time applicable to the settlement of payment obligations to be settled in any single Settlement Cycle;

SMS Short Message Service Single Administrator Enrolment

The selection by the Client, at the time of enrolment for use of the Services, for there to only be 1 (one) Administrator;

Standard Settlement Confirmation

A confirmation sent by SAMOS confirming that the Standard Settlement Instruction has been given effect to;

Standard Settlement Instruction

The instruction sent to SAMOS to debit the Bank’s settlement account and credit the Customer’s Bank’s account with an amount equal to that of the payment instruction;

Sufficient Funds An available balance from which to make payment and, in the case of the utilisation of dated services with limits, having the available balance on the prescribed limit;

Super Authoriser A person nominated by the Client to authorise the processing of transactions, e.g. payments and transfers without requiring the authorisation of an additional Authoriser;

System Participants

Any member using any system that is a component of OBE functionality;

Transaction Any transaction performed as a result of an Instruction;

User The person or persons nominated by the Administrator to perform certain functions on the system, with restricted access, as assigned by the Administrator. Users are only able to perform those functions that are authorised by the Administrator.

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2 SERVICES

2.1 Electronic Funds Transfer (EFT) and Transaction Search

2.1.1 Electronic Funds Transfer (EFT) EFT is an electronic instruction whereby the Clients may transfer monies from specified accounts held with the Bank to specified third party accounts held elsewhere.

2.1.2 For the time frames within which these transactions may be processed and/or transmitted, please refer to Annexure A of this manual.

2.1.3 Transaction Search Service 2.3.1.1 Transaction Search is a Service provided to the Clients

whereby the Clients may log a query, requesting information or details of an EFT.

2.3.1.2 A response to the query is then provided to the Client either by email or on the website for downloading by the Client.

2.2 SARS eFiling

2.2.1 Description of SARS eFiling Service 2.2.1.1 SARS eFiling is a Service whereby you can enter into a

SARS eFiling agreement with SARS. SARS is the sole provider of the SARS eFiling tax service, with which SARS eFiling integrates. This Service allows you to submit specific returns and payments electronically.

2.2.1.2 As SARS is an external provider, the Bank is not responsible for the services that it provides and therefore the services provided by SARS are therefore used entirely at the Clients own risk.

2.3 Pay and Clear Now

2.3.1 Description of the Pay and Clear Now Service 2.3.1.1 All Pay and Clear Now transaction Instruction received by

the Bank will be subject to the following: 2.3.1.1.1 the Transaction shall be deemed to have been

validly executed by the Bank as soon as SAMOS sends the Standard Settlement Confirmation, and the payment Instruction has been released, notwithstanding any failure by any other System Participant, including but not limited to the Customer’s Bank, to respond to or implement such Transaction timeously, or at all;

2.3.1.1.2 the settlement between the System Participants, Client and the Bank shall be final and irrevocable;

2.3.1.1.3 the Client must note that amounts of R5 million and over are by default handled by NPS which

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means that transactions with a value of R5 million and over must be submitted by the Pay and Clear Now cut-off times stipulated in Annexure A to this Manual.;.

2.3.1.1.4 any Instruction given by the Client is not capable of recall;

2.3.1.1.5 the Bank shall only be obliged to send a payment Instruction if the execution thereof would not result in the Bank’s settlement account with SAMOS being exceeded and provided that the Instruction would not exceed the settlement limit afforded to the Customer’s Bank by the Bank. However, settlement will be effected by the end of the Settlement Cycle Date;

2.4 Verify Account Owner (VAO)

2.4.1 VAO is a Service whereby the Client is able to verify if the account details that they input as a payment beneficiary for a person or organisation belong to that particular person or organisation.

2.4.2 VAO applies to accounts held by the Bank and accounts at participating banks.

2.4.3 Requests for verification on accounts held at the Bank will be answered in real-time. For verification requests on accounts held at other banks, a 2-hour (two–hour) turnaround time is required for the request to be processed by BankServ.

2.3.4 Batches containing VAO requests for accounts held at the Bank and at other banks will be returned an hour after being processed by Bankserv. The answer to the Client will be a once-off reply informing of all the results of the request for account verification.

2.4.5 VAO requests must be submitted between 06h00 and 16h00 Monday to Saturday (excluding Sundays and public holidays).

2.4.6 Requests submitted outside of the abovementioned times will be replied to on the next business day. Requests submitted for verification on accounts held at the Bank may be submitted at any time. Requests for verification on accounts held at other banks may be sent up to 15:45; a reply will be received real-time or two hours later subject to the accounts being held at the Bank or at other banks respectively.

2.4.7 The VAO process involves the initial validation of the data that the Client inputs when requesting the service. Should the data be in the acceptable format and type, the system will extract the current profile of the account as reflected in the request data. 2.4.7.1 For personal accounts, the Client must input the account

number and the related identity document number, the account holder’s first initial and surname and account age.

2.4.7.1 For organisations, the Client must input the company registration number and the account number. The name of the company and the account age are optional fields. For personal accounts initials, surname and account age are optional fields.

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2.4.8 Should the account not exist on the Bank’s system, a negative response will be issued. If the account exists, in the case of individuals, the responses will show if the account and the identity number are related. Where an organisation’s data is being verified, the response will show if the relationship between the account and company registration number are related. Once this check has been successful, a further check and response will be provided to ascertain the status of the account and this will be reflected on the response field.

2.4.9 The VAO Service allows the Client to check that the account number that they input matches the details of their intended beneficiary. It does not in any way affect or invalidates the Instructions given to the Bank on the basis of the account number. The Client must always ensure that their intended beneficiary account details are correct. This is not the responsibility of the Bank.

2.5 Cash Management (CashMan)

2.5.1 Cash Management is an application that is implemented in single or multi-tiered businesses. It offers the client four major functions – group structuring, set-off, interest distribution and target balancing.

2.5.2 Cash Management related reports and information can be viewed and exported as and when required

2.5.3 Scheduled exports – reports containing Cash Management information which clients maintain and set up to receive on a specified period.

2.5.4 Set-off (Regulations relating to Banks Chapter II Risk-Based Returns and Instructions, Directives and Interpretations relating to the Completion thereof) 2.5.4.1 When a client maintains both debit and credit balances

with a bank, it may be permissible in certain circumstances to set such balances off against one another for the purposes of completing the prescribed forms, resulting in net balances only being reported.

2.5.4.2 Unless otherwise provided in these Regulations, set-off shall be allowed only if all of the following circumstances apply: a. a legal right to set-off shall exist, and the reporting

bank shall in cases of legal uncertainty obtain a legal opinion to the effect that its right to apply set-off is legally well founded and would be enforceable in the liquidation or bankruptcy of the client or of the bank;

b. the debit and credit balances shall relate to the same person;

c. both the debit and the credit balances shall be denominated in the same currency;

d. the debit and credit balances shall have identical maturities; and

e. the reporting bank shall monitor and control the relevant debit and credit balances on a net basis in

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its risk-management process and client database for the granting of facilities.

2.5.5 Cash Management schemes (Regulations relating to Banks Chapter II Risk-Based Returns and Instructions, Directives and Interpretations relating to the Completion thereof)

2.5.6 Unless otherwise prescribed in these Regulations, the reduction of balances resulting from the application of a cash-management scheme shall be taken into account in completing the prescribed forms only when all of the following circumstances apply: a. A cash-management scheme shall be conducted only for

those companies that are subsidiaries of the same holding company and that are included in the group audited annual financial statements of such holding company, as well as for such holding company;

b. Transfers of debit or credit balances from individual accounts to a central group account shall be shown as actual transactions on individual accounts, as well as in the accounting records of the individual account holders, in order to ensure that the accounting system of a bank reflects the true debtor/creditor and legal relationships;

c. A bank shall provide its clients with statements of account evidencing the effect of transfers, whenever such transfers are made between their accounts and a central group account, in order to enable its clients to make the necessary entries to ensure that their accounting records reflect their true debtor/creditor and legal relationships vis-à-vis the bank (except for uncleared items, balances in the books of clients should therefore correspond to balances on client accounts in the accounting system of the bank);

d. A group account, or any other account to which transfers are made, shall be in the name of a legal entity in order to protect the legal position of the bank;

e. Transfers between client accounts and a central group account shall be supported by legal authorisation granted to the bank by its clients, including resolutions of clients’ boards of directors, to effect such transfers;

f. Written agreements whereby authorisation is granted as contemplated in paragraph (e) shall legally limit the bank’s risk to the debtor/creditor relationship that exists after transfers have been effected;

g. Statutory returns shall reflect the true debtor/creditor and legal relationships of the bank vis-à-vis its clients;

h. A bank entering into written agreements relating to cash-management schemes with its clients shall ensure that the clients are fully aware that after the transfer of balances on their accounts, they have no claim against or obligation to the bank in respect of the amounts so transferred;

i. A bank shall ensure that all written agreements relating to cash-management schemes entered into by it with clients are legal and binding; and

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j. All cash-management schemes involving the transfer of balances among different legal entities, as well as a standardised written agreement, providing for the conduct of such a scheme, entered into between a bank and its clients, shall be submitted to the Registrar for his approval.

2.6 Hierarchies

2.6.1 The Client Hierarchy is an optional facility that, in terms of OBE, refers to the organisational structure into which clients can group companies, divisions or departments.

2.6.2 This structure is viewable in the form of a hierarchical diagram or as a list. This facility is used by the Client to manage their company accounts and transfers between these accounts as well as to manage their profile in terms of determining the permissions and administration of users.

2.7 Online Collection Service

2.7.1 The Online Collection Service comprises the receipt of Instructions from Clients, the processing of such Instructions and the collection in accordance therewith to nominated accounts with the Bank; and where the Instructions relate to nominated accounts at the Customer’s Bank, the transmittal of the data containing the Instructions (which may be by delivery of magnetic tapes, electronic medium or otherwise) to BankServ for processing and onward transmission to the Customer’s Bank.

2.7.2 Clients must have the authority or have given voice-recorded authority for the Customer’s Bank to debit such Customer’s account accordingly and the Client’s acknowledge that there is no onus on the Customer’s Bank or any other person to ensure that the amounts and/or accounts numbers on entries submitted under such authority are, in fact, correct. It is the responsibility of the Client to ensure that they comply with all collections legislation.

2.7.3 The Clients furthermore: 2.7.3.1 indemnify the Bank and the Customer’s Bank and

undertake to hold each of them harmless for any and all loss, costs, fees, damages, liabilities, claims, suits and demands whatsoever which they may suffer, incur or be under or which may be made or brought against them by whomsoever made or brought, by reason of or in any way arising out of any debit originated or purporting to be originated by the Clients, or the failure with or without cause and whether intentional or inadvertent, to pay any such Transaction; and

2.7.3.2 undertake to refund to the Bank or Customer’s Bank, as the case may be, any and all amounts paid to the Clients in respect of any such debits if the Customer at any subsequent time disputes the validity of the transaction, provided that the Bank or the Customer’s Bank has given the Clients notice of its intention to reverse the credit concerned, or it has, in respect of debts less than R500

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000,00 within 30 days after processing reversed such credit and in the case of debit exceeding R500 000,00, within four (4) days after processing reversed such credit.

2.7.3.3 Notwithstanding anything to the contrary contained in the preceding paragraphs BankServ, the Bank and the Customer’s Bank, shall not be indemnified in the event of any loss, cost, fees, damages, liabilities, claims, suits and demands which may result from any negligent or intentional act or omission on the part of the BankServ, the Bank or the Customer’s Bank. The warranty and indemnity given herein shall remain operative and enforceable, notwithstanding the termination of this Agreement in respect of any such loss, costs, fees, damages, liabilities, claims, suits or demands as aforesaid, the cause of which arose during the subsistence of this Agreement.

2.7.4 For the time-frame within which these Transactions may be processed and/or transmitted, please refer to Annexure A and B to this manual.

2.8 Online Settlement Limits

2.8.1 Online Settlement Limits is a facility that the Bank makes available to Clients on application, enabling them to process payments, collections and/or Transfers, notwithstanding the fact that they may not have available funds such as cash and/or overdrafts.

2.8.2 Collections cannot be utilized unless an Online Settlement Limit is issued by FNB.

2.8.3 These Settlement Limits cover the Client for payments should the Client not have sufficient funds at the time of transacting. For Transfers, Online Settlement Limits serve as a control mechanism that the Client puts in place, thus ensuring that only a specified maximum is transferred between entities controlling possible risk in this way.

2.8.4 Three types of limits are available to the Client who may use any one of the limit types or a combination of all three, provided that the Client has a permanent limit in place to allow them to apply for Scheduled or Temporary limits. Four different statuses are applicable to payment limits, namely: Settlements only; lesser of settlement limit or available balance; available balance; and greater of settlement limit or available balance. The three limit types are Permanent Limit, Scheduled limit and Temporary Limits and are defined as follows: 2.8.4.1 Permanent limits refer to limits of a specific amount

against which the Client may process transactions (settlements); a permanent limit is not restricted to a specific period.

2.8.4.2 Scheduled limits refer to limits of a specified amount over a specified, recurring period over and above the permanent limit; this limit may be put in place to cover a period where settlement transactions are known to be particularly heavy.

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2.8.4.3 Temporary limits refer to limits that are allocated on a once-off basis, over and above the permanent and scheduled limits; This limit may be put in place to cover a period where settlements may for whatever reason be particularly high over a short-term period.

2.8.5 Online Settlement Limits are implemented for a limit structure comprised of entities within the Client’s company. Each entity in the structure is allocated a limit status (of which four exist) and which serve as limit management mechanisms for the client. The limit status is defined for the client in terms of the risk criteria and standing of the Client utilising the Online Settlement Limit.

2.9 Components and Functionality

2.9.1 Accounts This module consists of account balances, transaction history, scheduled exports, stop cheques, user permissions, eZiPay and eZiTransfer. 2.9.1.1 Maintain accounts - allow you to personalise your name

on your Payment Advice’s per account and to over-ride your site settings for the number of Authorisers required per account. This function can be found under Profiles.

2.9.1.2 Transaction History - up to 180 (one hundred and eighty) days worth of information.

2.9.1.3 Scheduled Exports - allows you to schedule maintain and delete your transaction history to be emailed on a daily, weekly or monthly basis. This e-mail is in multiple formats Please refer to Annexure E of this manual for a list of these formats. Scheduled exports are available on Transaction History, Interim and Statements..

2.9.1.4 Stop Cheque - allows you to stop cheques that have been issued. Please note that Stop cheque requests will not be actioned if cheques have been paid or are guaranteed.

2.9.1.5 User Permissions - you can view which users have permissions on the selected account.

2.9.1.6 eZipay - a quicker method of effecting once off and folder payments.

2.9.1.7 eZiTransfers - a quicker method of effecting transfers. 2.9.2 Payments

This module consists of payments done through the system. 2.9.2.1 Payments - payment to recipients whose details have

been setup in folders. You can maintain, submit, authorise, de-authorise, reprocess, search and print payments. Failed items can also be viewed. For a quicker method of payment, eZipay can be selected.

2.9.2.2 eFiling - allows you to submit specific returns and payments electronically to SARS. Please note that you need to be registered with the SARS eFiling tax service before you can avail of this option.

2.9.2.3 eZipay - a quicker method of effecting once off and folder payments.

2.9.2.4 eZiTransfers - a quicker method of effecting transfers.

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2.9.3 Pay and Clear Now 2.9.3.1 The Pay and Clear Now option is available in the payment

section by selecting the option in the Service Type field when required. Pay and Clear Now makes it possible for you to make payments to other banks within the same day. Please note that due to increased volumes over month-end, payments may take longer.

2.9.3.2 Pay and Clear Now payments can only be made to participating banks.

2.9.3.3 Payments processed after the cut-off times will not be processed and an error message will be displayed.

2.9.3.4 Please consult your Relationship Manager for the latest pricing with respect to Pay and Clear Now.

2.9.3.5 For the time-frames within which Pay and Clear Now transactions may be processed please refer to Annexure A of this manual.

2.9.4 Transfers This module consists of transfers, between your linked accounts, done through the system. 2.9.4.1 Transfers - transferring of funds between your linked

accounts held with the Bank, which appear on OBE. You can maintain, submit, authorise, de-authorise, reprocess, delete, search and print transfers.

2.9.4.2 eZiTransfers - a quicker method of effecting transfers. 2.9.5 Recipients

This module consists of your grouped recipients in folders. These recipients in folders form the basis of your Payments. 2.9.5.1 Recipients - once you have selected a folder, you can add

a recipient to the folder. 2.9.5.2 Folders - you can add, maintain, submit, authorise, search

and delete folders. 2.9.6 Authorisations

Authorisations - allows for multiple authorisations / rejection of items from one screen.

2.9.7 Additional Services and Information The Additional Services and Information consists of online billing, the bank table, the event log, transaction codes, account validation, account verification and viewing of the Public List (see 0 below). 2.9.7.1 Online Billing - provides details of your OBE charges. 2.9.7.2 Bank table – this is a list of banks branches and account

rules that you can download thus allowing you to build CDV validation into your line of business systems.

2.9.7.3 Event log - you can view a detailed trail of what has been done on your system and by whom.

2.9.7.4 Transaction codes – this is a list that represents a list of items (for example cheques) on your statement. You can capture or import these transaction codes into your line of business to assist with statement reconciliation. When importing your Bank statements into your line of business, you can post the transactions based on the transaction codes from the table and statement accordingly.

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2.9.7.5 Validate Account - validates the account numbers and branch codes across all banks. Note that it will not verify the owner of that account. It is the responsibility of the Client to confirm the information with the respective banking institution.

2.9.7.6 Verify Account Owner – please refer to Account Verification.

2.9.7.7 View Public List - you can view a list of commonly used recipients with account details. Please note that account details of public recipients are NOT displayed, only reference numbers for each recipient is displayed.

2.10 OBE Role Allocations

2.10.1 Overview On OBE an Administrator/s is set up at enrolment; thereafter Authorisers and Users may be created by the Administrator/s.

2.10.2 Role of the Administrator 2.10.2.1 The Administrator can create Users and allocate

permissions for each User to perform any or all of the following functions: 2.10.2.1.1 Capture folders, transfers, payments and

collections. 2.10.2.1.2 Authorise folders, transfers, payments and

collections. 2.10.2.1.3 Reset passwords. 2.10.2.1.4 View any or all Bank accounts. 2.10.2.1.5 Allocate limits with regard to payments and

transfers for each account, e.g. allowing a User permission to capture folders but restricting the authorisation level to a predetermined amount.

2.10.2.1.6 The Administrator can also create new Users, modify existing Users and allocate any combination of the above functions.

2.10.2.1.7 In the event of a Multiple Administrator Enrolment, the second Administrator will have to authorise any limit change or modification done by the first Administrator.

2.10.2.1.8 OBE is accessed via the Internet therefore, as an example, one Administrator can make modifications in Johannesburg and the second can authorise the changes in Cape Town.

2.10.2.1.9 The attention of the Client is drawn to the fact that the administration of the Services, on behalf of the Client, is managed and administered by the authorised Administrator/s. The Administrator/s has/have access to all accounts that are linked to the Clients’ profile from time to time, and has/have extensive powers. The Bank cannot limit the powers of the Administrator/s on the system and is not responsible or liable for the actions of any

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Administrator whether or not such actions have been authorised by the Clients. In order to provide additional security for Clients, the Bank recommends that the Client should appoint at least two Administrators.

2.10.2.1.10 Should the Administrator’s password, for any reason, require resetting, the Bank shall be responsible for resetting the Administrator’s password. The Client shall initiate an application in this respect and the Bank shall fulfil it.

2.10.2.1.11 The Bank strongly recommends the appointment of more than one Administrator particularly because of the unlimited powers a single Administrator has on the system, as opposed to the limited powers Administrators in a multiple Administrator setting enjoy. In a single Administrator setting, the one Administrator has the ultimate power to authorise any kind of transaction he chooses and does not need anyone else’s authorisation to perform these transactions; whereas, in a multiple Administrator set-up, one Administrator alone cannot authorise transactions. He needs the authorisation of the other Administrator/s to do so, and this restriction, among others, limits the inherent risks of frauds and thefts that are prevalent in a single Administrator set-up.

2.10.3 Role of the User

Users are created on the system by the Administrator/s. The User profile can be customised according to his/her function within the company of which the following is possible: 2.10.3.1 Tailored viewing access for all accounts. 2.10.3.2 They can either be capturers and/or Authorisers or both. 2.10.3.3 They can perform all or selected EFT functions (Transfers,

Nominated and Un-nominated payments). 2.10.3.4 Limits can be allocated to any User for the EFT functions. 2.10.3.5 They can be setup to reset other User passwords. 2.10.3.6 They can be given authority to maintain and / or authorise

payments. 2.10.4 Role of the Super Authoriser

The Super Authoriser is an Authoriser that can fully authorise the processing of transactions. It does not apply when changing or authorising User permissions. This function will always require 2 (two) Administrators to authorise changes.

Please note: The appointment of a Super Authoriser poses a risk, as a Super-Authoriser can authorise the processing of transactions, e.g.

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payments, collections and transfers without requiring the authorisation of an additional Authoriser.

2.10.5 Role of the Authoriser Permission can be granted to any User to authorise any or all transactions. Limits are put in place for the Authoriser by the Administrator/s.

2.11 Software Requirements

It is strongly recommended that you adhere to the recommended software requirements stipulated below for optimal efficiency of your PC/s. Please be advised that if you do not adhere to our recommended requirements stipulated below, we will not accept responsibility for your use of OBE or the effectiveness thereof. All of the software indicated below is available for downloading from the Bank’s website on the Software Downloads option under the Registration link. 2.11.1 Browsers:

2.11.1.1 Internet Explorer 8. 2.11.1.2 Mozilla Firefox 4 (Mac). 2.11.1.3 Mozilla Firefox 4 (PC).

2.11.2 JAVA Runtime latest version 2.11.3 Adobe Acrobat Reader

2.12 System Availability

2.12.1 Cut-off times No extensions will be made on the cut-off times. Payments, Transfers and Collections made after the cut-off times will only be processed on the following day’s batch run depending on the Autobump setting for the account. For system availability cut-off times please refer to Annexures A and B to this manual.

2.12.2 OBE Availability

OBE is accessible 24 (twenty-four) hours a day. Routine maintenance and foreseen / unforeseen events may cause downtime from time to time; therefore some or all of the Services may not be available to the Client. The Bank will endeavour to limit the impact on Clients. No processing will take place on Sundays and public holidays. Processing will only take place on the next business day.

2.12.3 System Support Support is available for any OBE related queries. For support availability, please refer to Annexure D of this manual. In instances of downtime, we strongly recommend that you contact us directly for support or use other channels within the Bank.

3 RISK MANAGEMENT Due to the nature for which OBE is utilised, certain procedures need to be implemented to reduce your risk exposure. Please refer to the Security Guide, found on www.fnb.co.za for all your security requirements.

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4 DISCLAIMER, PRIVACY AND SECURITY We have taken care that the content of the information on our website is accurate and shall reasonably endeavour that you suffer no loss when using our website. As a user of the website, please ensure that you familiarise yourself with the various website use policies, terms and conditions and privacy policies. These can be found on www.fnb.co.za under the legal link. For the privacy and security policy, please visit www.fnb.co.za/legal-matters/privacy-policy.html. These policies will outline the Banks responsibility as well as the Clients responsibility on matters such as privacy, personal information and data retention.

5 SECURE CONNECTION

5.1 When connecting to the OBE website, Clients are directed to a secure Internet connection that makes use of a Secure Sockets Layer (SSL) which is established at a 128bit encryption level. SSL is a protocol that was originally developed to address the problem of sending confidential/secure information over an insecure network. The OBE server has a Secure Site Digital Certificate that has been audited and digitally signed by Verisign and along with the SSL protocol; a secure connection is established between your PC and the Bank, before login takes place.

5.2 While we have taken all reasonable security precautions, the nature of communication by the Internet is such that we cannot guarantee the privacy or confidentiality of any information relating to you, the Client, passing over the Internet. In accessing our website and in availing of the Services, you accept that electronic mail messaging may not be free from interference by third parties and may not remain confidential. The use of our website is at your sole risk.

5.3 Password Encryption

OBE login passwords are encrypted. The primary reason for this is that it makes it impossible for unauthorised persons or anyone to access your password unless you share it with them.

5.4 User Permissions

OBE is an owner-managed system wherein Administrators allocate all permissions on the system. They have sole control over the permission on the OBE system including viewing privileges and any financial authorisation limits for any accounts. It is important to note that any User(s) using the OBE system of the Client will not hold us responsible for any limits given in error by the Administrator(s) that may lead to any misappropriation of funds.

5.5 Digital Certificates, Passwords and Passcodes

5.5.1 Digital Certificates are issued to all Administrators and Users that have been given authorisation capability on OBE. On Login the digital certificate applies to all users (capturers, authorisers and administrators) set up for this function. Once the Administrator has loaded and fully authorised the Profile for the user, the user will be required to enter their digital certificate and digital certificate password in addition to their user name and password to gain access

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to OBE at login. These Digital Certificates are saved on the PC from where the authorisation would take place.

5.5.2 Digital Certificates can be stored on a memory stick, compact disc or any other form and moved around to a different PC if required. The Bank will from time to time advise you of the required means of storing your Digital Certificate

5.5.3 Upon application by you, we shall supply Digital Certificates. 5.5.4 The only requirement needed for a Digital Certificate to function on a

specific PC is Java software. Clients will be redirected from the OBE website http://www.fnb.co.za to download Java software. When you need to authorise an instruction you will need to make use of your Digital Certificate and its Password.

5.5.5. Your Digital Certificate is your final authorisation process and also has a password linked to it. It is advisable not to use the same Digital Certificate password as the login password for added security. On login the Digital Certificate applies to all users (capturers, authorisers and administrators) set up for this function. Once the Administrator has loaded and fully authorised the profile for the User, the User will be required to enter their Digital Certificate and Digital Certificate password in addition to their user name and password to gain access to OBE. Your Digital Certificate password is the final authorisation password. It is for the personal use of each Administrator and shall not be disclosed to any other User or Authoriser. The secrecy of this password is of the utmost importance and your sole responsibility. Administrators and Authorisers will be required to present their Digital Certificates to authorise an Instruction.

5.5.6 You shall select Passwords, which shall comply with our security requirements from time to time.

5.5.7 It shall be your responsibility to maintain the secrecy of any, login ID and all other passwords and security codes they hold. All Passwords and Passcodes are for your personal use only and must therefore not be disclosed to any other party.

5.5.8 Should any Password or Passcode be disclosed to any person who is not authorised to obtain it or should any person obtain access to a Digital Certificate who is not authorised and the Client is unable for any reason to prevent access by changing such Password, Passcodes or other Digital Certificate, the Client whilst remaining liable in respect of any Instructions or any Transactions processed prior to such notification, shall immediately notify the Bank in writing proving sufficient detail to enable the Bank to take the necessary steps to prevent access to the Services by anyone using such Password, Passcodes and/or Security Certificate.

5.5.9 It is important to ensure that the contact details of all users are kept up to date.

5.6 User ID

The User ID is unique to every User. Each User must be given their own User ID. The User ID is case sensitive.

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5.7 Log-in Password

The login Password is for the personal use of each User and should not be disclosed to any other User, as it is the key to accessing the OBE. This Password is case sensitive and must consist of a minimum of 7 (seven) and a maximum of 30 (thirty) digits. On enrolment you will be asked to provide a Password Expiry and a Temporary Password Expiry, which will be your log in Password. Once you are activated on OBE, you can log in with your Client ID, User ID and temporary login Password. At this point you will be prompted to change your temporary log in Password to one that you may keep until you feel the need to change it. The Password change interval function is set to 0 (zero) days as default but can be changed by the Administrator to suit your security needs. The Client is responsible for ensuring that each User is made aware of these requirements.

5.8 Lock and Unlock facility

5.8.1 An additional security feature preventing submitted, authorised, sent and already processed payment and collection batches from unauthorised editing.

GENERAL

The Bank complies with all the legislation required of it with regards to data retention, privacy, processing of your instructions and the provision of Services on OBE. The Bank subscribes to and is governed by the laws of the Republic of South Africa.

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6 ANNEXURES

6.1 Annexure A - OBE Payments and Collections Service Types and Cut-off Times

Service Corporate Same

Day Value (Normal)

1-day (Salaries) 2-Day Pay & Clear Now

Submission Anytime

1 business day before execution date.

2 business days before execution date

In accordance with cut-off times below

Cut-off times

Monday to Friday

FNB: 20h00* Other banks: 16h15

All banks: 16:15* All banks: 14:45*

FNB: 20:00 NPS participating banks: 16:00

Saturday

FNB: 20h00* Other banks: 10h15*

All banks: 10:15* Not Applicable – not a business day

FNB: 20:00 NPS participating banks: 10:00

Sunday

Not applicable Not applicable Not applicable

NPS participating banks: Not applicable

Time of Posting

Posted next day Value date same as action date.

Morning of action date

Morning of action date

Immediately

* Any transaction with a value of R5 million and over is handled by the NPS system. This means that the cut-off times for Pay & Clear Now as stipulated above must be adhered to.

Please see Annexure C for a list of banks participating in Pay and Clear Now.

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6.2 Annexure B - OBE Payment Service Types and Cut-off Times

South Africa

NAEDO

Monday – Friday FNB/ Non-FNB

16:00

Saturday/Sunday FNB/ Non-FNB

16:00 Submit one business day before execution date. Submissions on Saturday or Sunday will be posted on Monday.

6.3 Annexure C - List of Banks participating in Pay and Clear Now

Bank Branch Range Pay and Clear Now

allowed?

ABSA Bank

300000 - 349999 420000 - 429999 500000 - 569999 630000 - 659999

Y

African Bank 430000 - 430999 N Albaraka Bank 800000 - 800999 N Calyon Corporate and Investment Bank SA 400105 Y Capitec Bank 470000 - 470999 Y Citibank N.A. 350000 - 350999 Y Bidvest Bank 462000 - 462999 Y FirstRand Bank 200000 - 299999 Y Grindrod Bank 584000 - 584999 N Habib Overseas Bank 700000 - 709999 N HBZ Bank 570000 - 570999 N HSBC 587000 - 587999 Y Investec Bank 580000 - 580999 Y Ithala (ABSA) 750000 - 759999 Y Mercantile Bank 450000 - 459999 Y MTN Banking (Standard Bank) 490000 - 490999 Y Nedbank Corporate Saver 720000 - 729999 N Nedbank Incorp. FBC 780000 - 789999 N Nedbank Limited 100000 - 199999 Y Nedbank Ltd inc. BoE Bank 440000 - 449999 Y

Nedbank Ltd inc. Pep Bank 400000 - 400104 400106 - 400999 Y

Peoples Mortgage Limited 760000 - 769999 N Postbank Div of SA Post Office (SAPO) 460000 - 460999 N Society General None Y S.A. Banks of Athens 410000 - 419999 Y

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S A Reserve Bank 900000 - 980171 980173 - 999999 Y

Standard Bank S.A.

000000 - 005971 005973 - 060066 063968 - 080070 087374 - 099999

Y

Standard Chartered Bank 730000 - 730999 Y State Bank of India 801000 - 801999 Y Ubank Ltd 431000 - 431999 N Unibank 790000 - 799999 Y VBS Mutual Bank 588000 - 588999 Y

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6.4 Annexure D – Client Support

Online Assistance and Corporate Client Care operating hours and contact numbers are as follows:

Product or ServicePhone

Number Information

Operating Hours

General

Enquiries 087 575 9404

[email protected] to us

For information, general enquiries and account services

08:00 - 19:00 Mon - Sat

08:00 - 13:00 Sun

Sales 0860 FASTAP(0860 327827)

Need to apply for a cheque account, credit card or overdraft

08:00 - 17:00 Mon - Fri

Card Cancellations 087 575 9406

+27 11 369 1189

Need to report any of your cards lost or stolen

24 hours seven days a

week.

Customer Care 087 575 9408

Need to complain or give a compliment

08:00 - 17:00 Mon - Fri

Banking Channels

Corporate Client Care

0860 103 208

Need assistance with OBE, technical or navigation issues

08:00 - 17:00 Mon - Fri

08:00 - 12:00 - Sat

OBE 087 575 0000

Need assistance with OBE, technical or navigation issues

08:00 - 17:00 Mon - Fri

08:00 - 12:00 - Sat

FNB APP 087 575 0362

Need assistance with FNB App technical and navigation issues

08:00 - 19:00 Mon - Sat

08:00 - 13:00 Sun

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Cellphone Banking 087 575 9405 Need to register or have a cellphone banking query

08:00 - 19:00 Mon - Sun

eWallet & eWallet Pro

087 575 9405

Enquiries on how to send or receive money to or from the FNB eWallet or FNB eWallet Pro

08:00 - 19:00 Mon - Sun

Telephone banking 087 575 9404

Need to perform payments and transfers on your accounts

08:00 - 19:00

Mon - Sat 08:00 - 13:00 Sun

Commercial Client Resolution Centre

0860 263 362

For business banking information, general enquiries and account services

07:30 - 17:00

Mon - Fri 08:00 -

12:30 Sat

Premier Banking 087 577 7000

As a Premier client, we will help to simplify your banking experience - contact the Premier Suite

08:00 - 19:00

Mon - Fri 08:00 -

13:00 Sat

FNB Private Clients 011 245 5000 Private banking enquiries and account services

08:00 - 17:00

Mon - Fri 08:00 -

12:00 Sat

Product

Cheque Accounts 087 575 9404 For information and account services on cheque accounts

08:00 - 19:00

Mon - Sat 08:00 - 13:00 Sun

Credit Card 087 575 1111+27 11 369

2800

Customer services for existing card customers

08:00 - 19:00

Mon - Fri 07:00 -

13:00 Sat

Home loans 087 575 9402 For help with existing home loan queries

08:00 - 17:00

Mon - Fri 8:00 -

13:00 Sat

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One account 087 575 9403 For all your One account queries or services needs

08:00 - 17:00 Mon - Fri 08:00 - 13:00

Sat

Investments 087 320 4321

For investment account enquiries, to apply or require investment advise

08:00 - 17:00 Mon - Fri 8:00 - 13:00

Sat

FNB Share Investing

0860 742 737

Want to open a Share Investing Account or have a share/Kruger Rand related question

08:00 - 17:00 Mon - Fri

eBucks 087 320 3200

Want to start earning and/or spending eBucks or have an eBucks related query

08:00 - 18:00 Mon - Fri 08:00 - 16:00

Sat 09:00 - 13:00 Sun

FNB Forex 0860 136 739

Need to enquire about a foreign payment, purchase currency or require Forex advice

08:00 - 17:00 Mon - Fri 08:00 - 12:00

Sat

Car and home insurance

0860 32 83 28

For all your car and home insurance quotations, policy amendments, claims, queries or advice

08:15 - 16:30 Mon - Fri

Unsecured Loans Queries

0860 102 631 For Unsecured and Student Loan Queries

08:00 - 16:30 Mon - Fri 08:30 - 12:00

Sat

Unsecured and Student Loan Applications

0861 40 40 40

Need to apply for a loan, progress on an application or query your account

08:00 - 16:30 Mon - Fri 08:30 - 12:30

Sat

FNB Vehicle Finance

0860 362 227

Need to apply for Vehicle Finance, follow up on an application or require After Sales Service

08:00 - 17:00 Mon - Fri

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Law on Call 0860 88 66 00

Access to a legal professional and

assistance with paying legal costs

for matters covered under the

policy

24 hours seven days a week.

6.5 Annexure E –Available formats for Transaction History, Interim Statements and Statements

Scheduled export format option for Transaction history is .CSV

Scheduled Exports for Interim Statements include:

CSV PDF Microsoft Money (OFX) Quicken (QIF) Rich Text (RTF) Pastel Text

Scheduled Export Options for Statements include:

FNB Data Statement (Stmt 3) CSV PDF Microsoft Money (OFX) Microsoft Money (OFC) Quicken (QIF) Rich Text (RTF) SAP Swift MT940 Oracle Financials Pastel Text Multicash.

Transaction history can be downloaded in the following formats:

Adobe™ Acrobat (PDF) Coma Sep. Values (CSV) Quicker™ Format (QIF) Microsoft™ Money (OFC) Microsoft™ Money (OFX)

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