Definition of Work

This document outlines the scope of work for a card conversion project within the FLEX system, detailing deliverables, add-ons, and responsibilities of the Client, Former Processor, and New Processor.

This document describes the tasks and responsibilities associated with a card conversion project for users of the FLEX system. It covers the services provided by FLEX, optional add-on services, and the responsibilities of all parties involved to ensure a successful migration.

1. FLEX Deliverables

The FLEX project manager will be responsible for the following key deliverables:

• Batch-File Certification (Core-Side) 1
  • Configuring the system for generating card issue/update files based on the New Processor’s parameters. 2

  • Collaborating with the New Processor to ensure test files meet their standards for the go-live date. 3

  • This work is performed during the six months prior to go-live and must be completed at least two weeks before the go-live date. 4

  • This task is dependent on the New Processor or their systems verifying generated files and providing feedback for final verification. 5

• Online Certification (Core-Side) 6
  • Configuring the system for online transaction processing using the New Processor’s parameters. 7

  • Working with the New Processor during coordinated certification windows to verify successful online transaction posting and communication flow. 8

  • This work occurs during the six months prior to go-live and must be completed at least two weeks before the go-live date. 9

  • This task is dependent on the New Processor sending test transactions during the certification window and verifying responses on their end. 10

• Free ATM/ATM Network Updates 11
  • Adjusting settings for the Client’s free ATM locations and/or network settings to align with any changes required by the New Processor as part of the card conversion. 12

• FLEX-Managed Firewall Updates 13
  • If the Client’s firewall is managed by FLEX, the FLEX firewall team will handle necessary updates, including IP whitelisting and port configurations. 14

• Communications Testing 15
  • Performing ping testing on the Client’s system prior to go-live to verify connectivity with the New Processor. 16

• Point of Contact with Processor 17
  • The FLEX project manager will work directly with the New Processor as needed throughout the card conversion project. 18

• Meetings Representing FLEX 19
  • Attending online meetings with the Client and the New Processor to represent FLEX and coordinate with all stakeholders on card conversion project-related items concerning the FLEX system. 20

• Pre-Live Training 21
  • Providing necessary documentation and arranging training for the Client on procedural changes related to the card conversion project and any new products implemented on the FLEX side. 22

  • This training takes place in the two weeks prior to the go-live date. 23

• Post Go-Live Support 24
  • Providing a period of post-go-live support to the Client for systems moved to the New Processor and any new products on the FLEX side. 25

  • This support typically lasts two to four weeks following go-live, after which support transitions to FLEX’s standard Support team. 26

• Image ID Changes 27
  • Updating the FLEX system for any new image IDs provided for card production as part of the Client’s card conversion. 28

• Consultations for Card Cleanup 29
  • Providing guidance to the Client on how to clean up their card database (e.g., removing closed cards) prior to go-live. 30

• Two Days of Balancing Assistance Following Go-Live 31
  • In addition to post-go-live support, the FLEX project manager will be available to assist the Client with balancing related to the new product for the first two days following go-live. 32
    

2. Add-Ons

The following are optional services available at an additional cost:

• Relay Services 33
  • FLEX offers automated transmission of daily card issue and update files. 34

  • Included for FLEX-hosted clients, with no additional charge for adjustments to a New Processor. 35

  • Non-hosted clients not already using FLEX’s Relay Services can request this service for an additional cost. 36

• Brand Flips 37
  • If the card conversion involves a change of card branding (e.g., VISA to Mastercard), an additional cost will be incurred for FLEX to perform the necessary work for mass card reissuance. 38

• BIN Changes 39
  • If the card conversion requires a change of card BINs for the Client’s existing card base and a corresponding mass reissuance, an additional cost will be incurred. 40

• Instant-Issue Integration 41
  • FLEX offers an integrated module for instant card issuance through Card@Once for an additional cost. 42

• Points Program Integration 43
  • FLEX offers integrations for card loyalty programs for an additional cost. 44

• Remote Control Cards 45
  • FLEX offers member-level card control functionality (allowing members to check card status and block lost/stolen cards online) for an additional cost. 46
    

3. Client Responsibilities

 

The Client is responsible for the following during a card conversion project:

• Card Database Cleanup 47
  • Clients are responsible for cleaning up their card database (e.g., removing closed cards) prior to migration. 48

• General Ledger Setup and Maintenance 49
  • Clients are responsible for creating and utilizing their own General Ledger accounts for card processing. 50

• Test Account Setup 51
  • Clients must set up and maintain their own test accounts on their system. 52

  • Both FLEX and processors require six separate test accounts for certification testing during a migration. 53

• Test Card Setup 54
  • Clients must set up and maintain their own test cards on their system. 55

  • Both FLEX and processors require six separate test cards on separate accounts for certification testing during a migration. 56

• Card Limit Setup 57
  • Clients determine, set, and maintain their own card transaction limits. 58

• Confirmation of All Card Data and Fees 59
  • Clients should confirm all card parameters, including expiration date settings, card number generation parameters, and card fees. 60

• Engaging Any Instant-Issue Provider (Existing or Proposed) 61
  • Clients using or bringing online an instant-issue system must determine a contact/project manager with their provider and ensure their involvement in applicable project portions. 62

• Engaging Third-Party Firewall Provider (If Applicable) 63
  • Clients using a third-party provider for network/firewall services must determine a contact/project manager at their provider and ensure their involvement in applicable project portions. 64

• Engaging Third-Party IT (If Applicable) 65
  • Clients using a third-party provider for any other impacted IT services must determine a contact/project manager at their provider and ensure their involvement in applicable project portions. 66

• Engaging Any Other Third-Party Provider (If Applicable) 67
  • Clients using a third-party provider for any other impacted product or service must determine a contact/project manager at their provider and ensure their involvement in applicable project portions. 68

4. Former Processor Responsibilities

The Former Processor is responsible for:

• Providing a Full Cardholder Account File (CAF) for the New Processor 69
  • The Former Processor must create and provide any full CAF files requested by the New Processor. 70

  • Failure to provide keys in accordance with the New Processor’s timelines will disrupt the migration and necessitate manual CAF file creation by FLEX at an additional cost. 71

• Providing All Applicable Keys to the New Processor 72
  • The Former Processor must provide any applicable debit and/or credit keys to the New Processor in a timely fashion. 73

  • Failure to provide keys in accordance with the New Processor’s timelines will disrupt the migration and necessitate mass reissuance of the Client’s card-base at an additional cost. 74

• Providing All PIN Information to the New Processor 75
  • The Former Processor must provide PIN information to the New Processor in a timely fashion. 76

  • Failure to provide PIN information in accordance with the New Processor’s timelines will disrupt the migration and necessitate mass reissuance of the Client’s card-base at an additional cost. 77

• Any Other Deconversion Services Contracted Between the Client and the Former Processor 78
  • Any additional deconversion services contracted between the Client and their Former Processor not listed above are the responsibility of the Former Processor to deliver and not the responsibility of the New Processor or FLEX. 79

5. New Processor Responsibilities

The New Processor is responsible for:

• Batch-File Certification (Processor-Side) 80
  • Coordinating with FLEX to validate any test files for card issue/update generated during the batch-testing window, or to identify any issues requiring correction before go-live. 81

• Online Certification (Processor-Side) 82
  • Coordinating with FLEX to validate online processing during their online-testing window and providing FLEX with specific parameters or testing procedures. 83

• Providing Limit Group IDs 84
  • Providing new Limit Group IDs to FLEX and any other party requiring this information. 85

• Providing CAF Data Mapping Information 86
  • Providing data mapping information for their own CAF layout to FLEX and any other party requiring this information. 87

• Providing Conversion/Migration Timelines 88
  • Setting conversion/migration timelines with the Client and FLEX, including meeting schedules and go-live dates. 89

• Setting Certification Date Windows 90
  • Working with the Client and FLEX to determine the dates and times for both batch and online certification windows. 91

• Providing VPN/Routing Information for Firewall Configuration 92
  • Providing FLEX and any other impacted party (e.g., third-party firewall providers) with any new or updated VPN/Routing information impacting the project. 93

• Providing Any Processor-Specific Training and Support to the Client 94
  • Providing the Client with any training related to the new system/services they are migrating onto that lie outside the FLEX system. 95
    

6. Incidentals

These are items that fall outside normal FLEX deliverables or add-ons and may incur additional costs due to:

• Failure by the Former Processor to provide required data. 96

• Extra requests from the New Processor. 97

Specific incidentals include:

• Creation of a Full CAF for the New Processor 98
  • If the Former Processor fails to provide a full CAF file, FLEX can be engaged to manually create one for an additional cost. 99

• Mass-Reissuance of Cards 100
  • If the Former Processor fails to provide debit/credit keys or PIN information, FLEX can perform a mass reissuance of all cards in the Client’s card-base to work around the missing items for an additional cost. 101

  • Mass reissuance is also part of any brand flip if not performed by the Former Processor prior to conversion. 102

• Additional Testing or Test File Creation After the Go-Live Date 103
  • If the New Processor requests additional testing or test file creations following the go-live date, FLEX can perform these for an additional cost. 104