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Table of Contents

  1. Tools Required

  2. Roles and Responsibilities on Duty

  3. WhatsApp Template

...

  1. Grafana Dashboards:

    1. Monnify Dashboard

    2. Moniepoint Success Rate Dashboard

    3. NIP Liquidity Manager

  2. MetaBase

  3. New Relic

  4. Monnify BackOffice - Switching Providers:

    1. Collections Back Office

    2. ATLAS UI - adding providers

  5. Skype Channels

    1. NALA <> Moniepoint

    2. MONNIFY<> SQUAD

    3. Monnify vs Fidelity Virtual account

    4. Payattitude /Teamapt

  6. Monnify Web Portal for Testing/Simulations

  7. Pager duty (Access granted by Simpa Saiki)

  8. Status page

  9. GCP access (Log explorer ,Workloads)

  10. Jira Monnify Support DesK

  11. WhatsApp groups

    1. VGG

    2. Baxi

    3. Wema-Monnify

    4. Sterling Monnify

    5. Coral pay

    6. TSE Monnify

    7. Monnify operations group

  12. Slack channels

    1. apm-monitoring-alerts

    2. Grafana-monnify-alerts

...

S/N

Panels

Implications

Issues

Threshold

Escalation

1

Disbursement (Rsp Time)

The average response time per transaction from the provider

  • Delayed Response from Provider

  • Database Lag (Kafka-Monnify)

> 4 seconds

NIP Success Rate < 94%

TSE

2

Pending Disbursements (Total)

It is the count of transactions currently pending and is caused by the following:

  • Destination not Available/Unresponsive

  • High Response Time

> 100 transaction count (above 10 mins)

TSE

3

Outflow (MPT, Sterling, Wema, Fidelity)

These are monitored because we are integrated to them for “Collections” also. Hence, when there is a downtime on this panel, there will be a downtime on the corresponding “Collections” panels

< 60%

TSE

4

Super Merchant Panels

Baxi, NALA, VGG, Abeg Tech, Palmpay are super merchants that utilize monnify’s disbursement API.

Last Transaction >

1 hour

TSE

5.

Balances

These are the disbursement account balances.

Balances < 300mil for
Habari Pay, e-Tranzact Account

< 300 million

TSE

6.

ATLAS Providers Success Rates

Transactions are failing . Resolution is to turn on other providers eg (ISW, Habari Pay, ETZ, Hydrogen Pay etc.)

Success rate < 95 -90 %

< 94%

Specific Bank on the provider is < 50%

TSE

7.

Disbursement Performance - By Banks (10m)

Transactions are failing on that specific bank

Bank is encountering technical issues

**Success rate on RED especially for major banks

Send communication to critical stakeholders(monnify operation groups ,TSE)

...

Please note that issues that occur during shift whether transactional or tied to the portal should be communicated to the TSE when there is no resolution in site or confusion on what action to take. When in doubt, always ask!!!

  1. Whatsapp escalation templates(sample)

Communications to Partners (Monnify Operations Group, Baxi, VGG and NALA (Skype), when there is a downtime from Specific banks -

1. Hi Team, Please note that we are receiving "Timeout waiting for response from destination" error from Ecobank. Disbursements to this bank will be failing at this time.

2. Hi Team, Please note that we are receiving "Timeout waiting for response from destination" error from Standard Chartered Bank Nigeria Ltd. Disbursements to this bank will be failing at this time.

Communications to Partners (Monnify Operations Group, Baxi, VGG and NALA (Skype), when there is a downtime from NIBSS -

3. Dear Team,

We are encountering issues with the central transfer processor for banks (NIBSS), which is affecting our disbursement service. Consequently, merchants may experience delays (pending disbursements) and failures when transferring funds from their wallets to other bank accounts.

These challenges are originating from our connection with NIBSS. We are maintaining close contact with them to get updates on the resolution. We are mitigating this challenge by routing transactions via other providers.

We apologize for any inconvenience caused and will provide updates as we receive them.

Communications to Partners (Monnify Operations Group, Baxi, VGG and NALA (Skype), when there is a downtime from NIBSS (high response time) -

  1. Dear Team,
    We are encountering a high response time with the central transfer processor for banks (NIBSS), which is affecting our disbursement service. Consequently, you may experience delays (pending disbursements) when attempting to transfer funds from your wallet to other bank accounts.
    These challenges are originating from NIBSS. We are maintaining close contact with them to get updates on the resolution.
    We apologize for any inconvenience caused and will provide updates as we receive them.
    Thank you for your patience and understanding.

...

Communications to Partners ( Baxi, VGG and NALA (Skype), when the last transaction time is high -

5. Hello Team,

We noticed that your last transaction was 1.45 hour ago.

Kindly let us know if there are any issues.

  1. Jira Ticket Update Template

Panel | Monnify-Type | Response Message (if applicable) | Date

Example: Pending Disbursements | 20250203;

Wema | Disbursement | Timeout waiting for response from destination | 20250203

  1. ESCALATION MATRIX
    Emmanuel Eke TBD
    Depends on Jira service management setup

Shift Pattern

TeamApt currently runs a 24/7 monitoring schedule - See rota here

Monnify currently runs 06:00 - D+1 02:00