In order to provide customers with stable and trustworthy financial services and
to ensure business continuity without interruption, E.SUN has established various
business continuity management plans to respond to situations such as capital
management, IT system faults, natural disasters or urgent man-made incidents,
and thereby mitigate the impact of the disasters and ensure fast recovery of the
key financial services to protect customers' interests.
■ Business Continuity Plan
E.SUN has established a Business Continuity Plan and conducts periodical business
impact analyses and drills to assure adequate responses to disaster and to ensure the
minimization of impact on business when the IT services encounter sudden disasters and
the fast recovery of key services.
■ IT System Interruptions
In 2020, the availability rate of our core accounting systems reached 99.99%. In 2020,
there was one anomaly that affected the services of the core accounting system for
approximately 12 minutes. The incident occurred during system adjustment and system
recovery was immediately conducted. Correction and prevention measures were
suggested afterwards. E.SUN Bank aims to provide a continuous online service 24 hours
a day, 7 days a week. In 2021, it will continue to optimize system's capacity, providing
customers with a convenient service.
- IT Infrastructure abnormal incidents in 2020: 1
- The financial loss caused by such incidents in 2020: TWD 0
■ Customer Service Quality
To continue to provide the customers with the best service, all business units have
categorized the scenarios that can cause business interruptions and have formulated
relevant plans and handling measures to respond to the possible impact on service.
||Business Continuity Plan
In order to prevent service quality problems caused by lack of manpower in
branches, interbank human resources adjustments can be made to maintain
branch service standard and to provide customers with the best service
Regarding common special circumstances that may affect branch
operation, such as natural disasters (earthquakes, typhoons, power
outages and fires), illegal behaviors (such as robberies, frauds, threats and
suspicious figures) and other factors of force majeure, prevention measures
and drills are formulated and simulation drills are conducted quarterly.
■ Emergency Fund Allocation Plan
The "Emergency Fund Allocation Plan" was formulated as guidance in crisis situations
where E.SUN faces insufficient fund liquidity or inability to obtain funds with reasonable
costs to ensure that funds can be allocated within the planned time frame when liquidity
crisis occurs, in order to maintain service operations and protect customers' interests.