Q_CLPF 430224 002-2019茶陵浦发村镇银行网上银行服务标准企业标准.pdf

Q/CLPF 茶陵浦发村镇银行股份有限公司网上银行服务标准 QCLPF 430224 002—2019 茶陵浦发村镇银行网上银行服务标准 2019 - 07 - 19 发布 2019 - 07- 20 实施 茶陵浦发村镇银行股份有限公司 发 布 Q/CLPF 430224 002—2019 II Q/CLPF 430224 002—2019 目 次 前言 ·····································II 1 范围 ···································1 2 规范性引用文件 ······························1 3 术语与定义 ································1 3.1 网上银行 ·································1 3.2 网上银行服务系统 ·····························1 3.3 网上银行服务对信 ·····························1 3.4 网上银行交易验正 ·····························2 3.5 网上银行交易记录 ·····························2 4 网上银行服务安全 ·····························2 4.1 基本安全要求 ·······························2 4.2 服务连续性 ································2 4.3 客户信息安全 ·······························2 4.4 交易风险提示 ·······························3 5 客户体验 ·································3 5.1 客服代表行为规范 ·····························3 5.2 客服服务响应 ·······························3 5.3 服务功能 ·································3 5.4 服务性能 ·································4 附录A 茶陵浦发村镇银行个人网上银行交易规则 ··················5 附录B 茶陵浦发村镇银行企业网上银行交易规则 ··················8 Q/CLPF 430224 002—2019 前 言 本标准根据GB/T1.1-2009给出的规则起草。 本标准由茶陵浦发村镇银行股份有限公司提出。 本标准起草单位：茶陵浦发村镇银行股份有限公司。 本标准主要起草人：李蓉。 本标准为首次发布。 II Q/CLPF 430224 002—2019 茶陵浦发村镇银行网上银行服务企业标准 1 范围 本标准规定了本行网上银行服务要求，明确了交全性和服务体验标准，确立了服务实施 保险机制。 本标准适用于本行所有机构。 2 规范性引用文件 下列文件对于本文件的应用是必不可少的。凡是注日期的引用文件，仅所注日期的版本 道用于本文件。凡是不注日期的引用文件，其最新版本(包括所有的格改单)适用于本文件。