Q: What is a Service Request (SR)? 

Answer:

Service Request (SR) is a formal request raised by clients for changes, additions, or issue handling related to any Infinitium product, in both UAT and production environments. 


Q: What are some examples of Service Requests? 

Answer:

Typical incoming Service Requests may include (but are not limited to):

  • Card BIN Management

  • User Management

  • IP Whitelisting

  • Authentication Page Updates

  • Technical or Maintenance Activities

  • Key Enrollment / Key Retrieval

  • RBA (Risk-Based Authentication) Setting Changes

  • Retrieve SMS OTP 

  • SMS OTP Template Updates

  • UAM Access Updates

  • Merchant Onboarding

  • Unauthorised Transaction Blocking

  • FDS Merchant Blocking request

  • Others


Q: How do I prepare the Service Request Form (SRF)? 

Answer:

  1. Company & System Details

    • Fill in your company information and the system name where the change is required.

  2. Section A – Request Details

    • Provide the reason and full details of the requested change.

    • For IP whitelisting, ensure all required details (IP source, IP destination, ports, etc.) are filled in the provided table

  3. Section B – Approval

    • This section must be signed by the bank’s authorized PIC (Person-in-Charge) along with the official company/department stamp.

  4. Sections C & D – Infinitium Use

    • These sections will be completed by Infinitium.


Q: How do I submit the Service Request Form (SRF)? 

Answer:

Upon completing the Service Request Form, you may send it to Support@infinitium.com for review and processing.


Note:
Always use the latest version (v1.5) of the SRF. If you don’t have one, please contact Infinitium Support (Support@infinitium.com) to obtain the updated form.