Content Comparison

Table of Contents

1. Tools Required

2. Roles and Responsibilities on Duty

3. WhatsApp Template

Must View:

https://teamapt.atlassian.net/wiki/x/UoCgWw

...

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 DesKDesk

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

...

• View the failure reasons section for reason of failures

  • How to check failure reason by bank on metabase

    • SELECT created_on,transaction_reference,transaction_status,bank_name,provider_reference,provider_response_message
      FROM disbursement_transaction
      WHERE transaction_status in ('failed')
      and bank_name = "Ecobank Nigeria Plc"
      AND created_on < DATE_ADD(DATE_SUB(NOW(), INTERVAL 3 minute), INTERVAL 1 HOUR)
      order by created_on DESC

COLLECTION

For each provider, it is required to monitor and review the transaction notifications received per bank provider and ensure we are getting traffic as required. At any point where the performance drops, it is required to reach out to the provider to address the issue promptly.

...

OTHERS

Transactions stuck on atlas MJS (Monnify-Job-Service)
At certain times, the queueing system for jobs (atlas-monnify-job-service) on the atlas-service gets clogged due to pending transactions or errors amongst other reasons. Thus affecting disbursements sent from Monnify-disbursement-service to atlas-service. Below are the panels to monitor to get these instances.

...

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!!!

5. 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) -

4. 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.

6. 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

7. 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