Risk Management

Customer input drives service disruption communication enhancements

Delivering secure, reliable payment services is a top priority for the Federal Reserve Banks. This includes providing you with business continuity resources and service alerts to help you proactively prepare for service disruptions. In turn, this helps you deliver the level of service your customers have come to expect.

Recently, we conducted a customer survey to learn more about your communication preferences in contingency situations. We gathered feedback about the optimum timing, content and delivery method of these service messages and have incorporated your preferences into communication enhancements to better provide you the information and resources that you need when it matters most.  

Of the customers that participated in the survey, the majority indicated that receiving updates from us every 30 to 60 minutes during service disruptions can help you to better manage your operations and meet your customers’ needs. You can expect to receive these types of status updates from us via the following communication mediums.

Real-time access to service information

• The Service Status page on FRBservices.org provides real-time information on the operational status of our services in an easy-to-read format. During a contingency scenario, we normally post updates to this page about the situation until the issue is resolved and services are operating normally. In response to the feedback gathered in our customer survey, we have accelerated the time span between each update to be approximately every 30-60 minutes depending on the severity level of the situation. Bookmark this page as the first line of information when you experience a disruption in your services.
• FedLine^® Home is another important source of day-to-day operational notifications and service updates, as well as service alerts related to disruptions. FedLine Home messages are accessible by your institution’s authorized Subscribers and will also be updated in alignment with Service Status.
• Email is another effective communication method and your primary communication channel preference, according to survey results. We send email updates to affected End User Authorization Contacts (EUACs) and Subscribers. You will want to ensure your contact information on file with us is current and complete so that we can deliver these critical communications to you in the event of a service disruption. To make changes to EUAC information, please complete an EUAC Form (PDF). To change Subscriber information, EUACs can make updates in the EUAC Center.

Business continuity resources at your fingertips

We regularly update our online National Business Continuity Guide to include the most helpful information about how to prepare for, what to expect, and steps you should take during and after a service disruption or contingency situation. Please review the guide today for business continuity information specific to each service.

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