Professional Documents
Culture Documents
Dp270 Managing The Service Guide
Dp270 Managing The Service Guide
Contents
1 Service Features 3
2 Service Availability 4
3 Online Security 4
4 Primary Users / Secondary Users 4
5 Security Device 5
5.1 Lost / Faulty Security Device 5
5.2 Activate Replacement Security Device 5
6 Function Overview 8
6.1 Accounts 8
6.1.1 Account List 8
6.1.1.1 Accounts List – Business / Commercial Card 8
6.1.2 Recent transactions 9
6.1.2.1 Recent transactions – Business / Commercial Card 9
6.1.3 Next Working Day’s Transactions 9
6.1.4 Statements 9
6.1.5 Manage Statements 9
6.1.6 Charges and Interest 9
6.2 Secure E-Mail 9
6.3 Payments 9
6.3.1 Bill payments 9
6.3.2 CHAPS payments 10
6.3.3 International payments 10
6.3.4 BACS payments 11
6.3.5 BACS Beneficiary List 11
6.3.6 BACS Payment History 11
6.3.7 Pending Payments 11
6.3.8 Payment Options at a Glance 12
6.3.8.1 Create Inter-account transfers 13
6.3.9 Pending Transfers 13
6.4 User Administration 13
6.5 Authorisation 13
6.6 International Trade Services 13
6.7 Standing Orders 13
6.8 Direct Debits 13
6.9 Cheques 13
6.10 Activity History 14
7 Payment Limits 15
7.1 Payment Limits – User 15
7.2 Payment Limits – Business 15
7.3 Amend a payment limit 15
8 Deregistering The Business 16
9 Other Points of Reference 16
9.1 Online help 16
9.2 Business Internet Banking Information Centre 16
9.3 Business information website 16
9.4 BIB on a mobile device 16
10 Helpdesk 17
1 Service Features
Business Internet Banking lets the business:
®® obtain real time account balances and transaction information on your
®® sterling current, savings and loan accounts
®® view last night’s statement balance for foreign currency accounts
®® see Business Card and Commercial Card account balances and transactions (including last 6 months
card statements)
®® view at least 7 years of statements for both business and savings accounts
®® view statements for both business and savings accounts
®® view applicable credit and debit interest rates for your accounts on your statements
®® a choice of payment methods, including overseas payments
®® make payments up to £100,000 per day – subject to application
®® apply for / increase overdraft up to £5,000 – subject to conditions
®® forward date bill/bacs payments up to 45 days in advance
®® view transaction details of payments made
®® store unlimited bank account details for bill payment beneficiaries
®® store up to 500 bank account details for BACS payment beneficiaries
®® delete bill payment beneficiaries or specified bill payment references
®® view import and export accounts for internet trade services
®® make transfers between accounts in seconds*
®® set-up access and control rights for other users online
®® access the service with a username and password of your choice
®® access the accounts of your other businesses from a single logon
®® create, view, amend or cancel standing orders
®® view or cancel Direct Debits
®® stop a cheque
®® order a replacement cheque or paying-in book
®® request a copy of a cheque or credit to assist with account reconciliation
®® review company / individual cardholder limits and submit a request to increase and/or decrease limits
as necessary
®® review all activity made on the Business Internet Banking service
®® export a transaction list to financial software such as Quicken® or MS Money® or spreadsheets
®® get telephone support every day, from 8am to 10pm (except for planned periods of maintenance).
®® access a dedicated Business Internet Banking information website (www.hsbc.co.uk/bibinfo)
*Transactions made using the transfer function of Business Internet Banking are only subject to available
funds or an agreed overdraft covering the transfers and not any payment limits.
4
2 Service Availability
Business Internet Banking is usually available seven days a week,
24 hours a day, apart from the scheduled maintenance periods, which will usually be from midnight
Saturday until 8am Sunday. The service may be unavailable for some or all of this maintenance period.
Exceptionally, this maintenance period may need to be longer or at different times.
3 Online Security
There is much that your business can do to protect itself, and its users, whilst online. Some of
these measures are simple, others may require a little time invested, or additional help from a PC
support resource.
You can access the digital form from the Account services section in the left hand menu of BIB or on
the public website – www.business.hsbc.uk/en-gb/everyday-banking/ways-to-bank/account-services.
Also please see your Product Terms and the Business Internet Banking Additional Conditions which set out
your security responsibilities.
The Primary User may create and delegate various access and control rights (including payment limits)
to other individuals (‘Secondary Users’). An explanation of how a Primary User does this is provided
in the ‘Set-up Business/User’ guide available from the Business Internet Banking Help Centre at
www.hsbc.co.uk/bibinfo.
To change the Primary User, a ‘Replace Primary User’ form should be completed. This form can also be
found in the Business Internet Banking Help Centre (Forms – Form 3).
Please Note
Once the ‘Replace Primary User’ form has been processed, the existing Primary User will not be able to
gain access to the service. Secondary Users will still be able to access the service, however you should
ensure they have access to the service and the relevant permission levels before this form is submitted as
those details can not be amended until the new Primary User has set him/herself up.
5
5 Security Device
In order to access the Business Internet Banking service, each user will require their own security device.
This credit card sized device generates a new six digit number (a ‘Security Code’) every few seconds,
which is used in conjunction with the user’s chosen username and password to access the service.
Once the code has been entered during logon, it will not be accepted again. Because of this, the security
device offers increased protection against risks such as phishing and spyware.
In addition, you will be asked to authorise the set up of any new payment beneficiary and confirm the set
up of any Secondary User and / or the editing of any existing user’s details. Full on-screen instructions will
be available.
This device will also allow the user access to the business accounts from any internet connected computer.
This gives the user the flexibility of working from home or the office (using the same username, password
and security device).
Further information and Frequently Asked Questions about the Security Device, can be found within the
BIB Information Centre, www.hsbc.co.uk/bibinfo (security device).
The Primary / Secondary user will be sent a replacement security device by post and a security device
replacement code by e-mail, SMS or post.
6 Function Overview
The following section details all of the functionality ®® Any transactions that have been debited or
within Business Internet Banking and explains credited that day up to the time and date
what it allows a user to do. displayed.
For payments made to HSBC Business Card and You can check on the status of your payment by
Commercial Credit Cards, the main company looking at list of transactions in BIB. A charge is
account number must be used. This can be found levied in accordance with your agreed account
either on your monthly statement or by selecting tariff for each payment made.
‘Your Accounts’ then ‘Balances’ from the left
hand menu within Business Internet Banking. When are payments received by the
Payments cannot be made to an individual card. beneficiary?
®® Next working day for payments to accounts in
Payments will normally be credited within two the EEA in euro and sterling
hours*, however the credit card balance and ®® Same working day for SEPA credit transfers
transaction list will not be updated until the next
®® Usually up to 4 working days for all other
working day, unless the payment is made on a
payments (but this may take longer depending
weekend or on a public holiday when it will not be
on the country the money is being sent to).
updated until the second working day.
Payments made within the European Economic
*HSBC Credit Cards (including first direct), HSBC
Area (EEA) must have shared charges. i.e. when
Business Card and Commercial Credit Cards only.
sending a payment you must pay HSBC charges
For full details of payment processing information and the beneficiary of your payment must pay any
please refer to the Business Banking Terms and charge from their bank.
Conditions.
SEPA Credit Transfers
6.3.2 CHAPS Payments The Single Euro Payment Area (SEPA) is designed
CHAPS payments are made in sterling to accounts to create a convenient single market for batched,
domiciled in the UK. Like bill payments, each non-priority Euro payments within Europe. SEPA’s
CHAPS payment is created individually and will reach extends to over 30 European countries.
contain one beneficiary. Payments are subject to
®® All SEPA payments require a BIC (Bank Identifier
available funds in your account.
Code) and IBAN (International Bank Account
You can save CHAPS Beneficiary details when Number) for the beneficiary
making a payment. These details are exclusive to ®® We offer a BIC and IBAN validation/conversion
CHAPS payments and can be reused in the future. tool enabling customers to make the most of
SEPA payments
A charge is levied in accordance with your agreed ®® We provide full end-to-end data from remitter to
account tariff for each payment made. beneficiary in electronic format.
6.3.3 International Payments You can check on the status of your payment by
International payments, also known as SWIFT looking at list of transactions in BIB. A charge is
payments or Priority Payments, are used for levied in accordance with your agreed account
sending funds overseas or currency within the tariff for each payment made.
UK. This gives you the flexibility to trade with
international companies and organisations. 6.3.4 BACS Payments
Instructions to make these types of payment must BACS payments can be made in batches of up
include all the following details: to twenty five beneficiaries (one debit), so you do
not need to make payments one-at-a-time. Full
®® the correct details of the recipient’s bank, transaction details of recent BACS payments made
including the bank’s BIC, sort code (e.g. 40-41- are available from the ‘BACS Payment History’
14) for payments within the UK or national bank function within the ‘Manage Payments’ option.
code for payments outside the UK Payments are made in sterling and addressed to
®® the recipient’s bank account number (or IBAN if beneficiary accounts domiciled in the UK.
paying to a bank in the EEA)
®® the name and address of the recipient A charge is levied in accordance with your
agreed account tariff for each payment made to
®® any recipient reference you wish to provide; and
a beneficiary.
®® your own account number, name and address,
and these details will be passed to the
recipient’s bank.
11
For additional security, you will be asked to authorise the set up of any new payment beneficiary for these
payment types. Full onscreen instructions will be provided.
12
7 Payment Limits
7.1 Payment Limits – User
These limits apply to an individual user and are controlled through the ‘User Administration’ function.
10 Helpdesk
If you need assistance please call our Business General enquiries can be answered without
Internet Banking Helpdesk on 0345 602 2014 formal identification. For other enquiries
(if calling from overseas +44 1792 496 941) or callers will need to identify themselves using:
Textphone 0800 028 3516 (+44 1792 494 394 ®® Their Business Internet Banking ID (GBHBEU….)
from overseas) and we’ll be happy to help. / username.
®® The password reset questions / answers set-up
Our Helpdesk is open from 8am to 10pm, every
during Business Internet Banking activation
day. To help us continually improve our service and
process.
in the interests of security, we may monitor and/or
record your telephone call. ®® If you think your security your security details
have been compromised please call the
Our operators can answer questions on: Helpdesk urgently.
®® Between 10pm and 8am when the Helpdesk is
®® The Business Internet Banking service in general closed please call the Security Team on 0345
®® Business Internet Banking activation process 600 7010 (overseas +44 1442 422 929) or
®® Payment limit requests Textphone +44 1792 494 394 for any security
®® Security device issues and password resets. issues. Please note they cannot deal with any
general enquiries during these times.