MONITORING PLAYBOOK | ATS / SWITCH

TABLE OF CONTENT

1. Roles & Responsibilities while on duty

2. Escalation Rules

3. Mailing Etiquette

Must Watch:
KSS on DCIR Product

1. Hourly Report:

While on duty there will be an hourly report sent via mail(sent to aptpaymonitoring@teamapt.com copying success.imakuh@teamapt.com and chidera.molokwu@teamapt.com) commencing an hour from the start of shift. This report will detail current incidences and any portal issues in the below format:

Hourly Report Example

N.B : Any issue not documented but seen to occur during a shift will count against the staff towards appraisal.

2. Incident Logging on Jira

All issues that occur during a shift must be logged at time issue is picked to allow for accurate measurement of timeline to resolution.

Steps to log issues on Jira

• Staff should login to Jira via link : https://teamapt.atlassian.net/jira/servicedesk/projects/TDSD/queues/custom/533

• Click on the create button

• Select issue type as incident

• Fill in the required details as requested and shown in the images below

• Assign the issue to yourself or a technical support staff if one has been assigned to assist you resolve an issue

Open

Open

N.B SUMMARIZE THE PROBLEM SHOULD FOLLOW A SIMILAR FORMAT TO THE EMAIL FORMAT DESCRIBED LATER ON IN THIS DOCUMENT

3. Portal Checks

While on shift there should be periodic checks on all dcir portals carried out to ensure there is no issue affecting the portals. These check should be done 3 times in a shift; at the start, in the middle of the shift and at the end of shift and should be included in the handover report if any issue is noticed. Below details checks to be carried out on the portals:

• LOGIN- Confirm login to portals is fine

• BACKOFFICE DISPUTE-Confirm last time a back office dispute was logged

• BULK SETTLEMENT- Confirm settlement has run for the hours in the day and the status is completed

• PARTICIPANT REPORT- Confirm participant report for the previous day ran and is in completed state

• TRANSACTION MIGRATION- Confirm that last transactions viewable on the portal are within 5 minutes from current time

• SETTLEMENT REPORT - Confirm settlement reports are generating

4. Handover Report:

A handover report must be sent at end of shift documenting incidents logged while on duty and stating clearly all open issues so the next person on shift can continue from wherever the resolution stage is currently at.

Please include:

1. Status of ATS interchanges (On/off)

2. Number of incidents tickets raised / closed (Move all open tickets to the app monitoring engineer taking over)

3. Portal checks (settlement, dispute, authentication checks)

4. Validation report status; Date of Last validation report sent

5. Whatsapp DCIR config Updates:

Dcir config updates must be dropped on the dcir tech support group at every config change or every 2 hours if no changes have been made within those 2 hours ,

Format is below:

DCIR (TeamApt)

FCMB: 4k - 300k
Wema(No verve): 4k - 300k
Keystone: 4k- 300k
Union Verve 0 - 99999999999k
Union DCIR 4k- 99999999999k
Polaris: 0 - 99999999999k
UBA: 4k - 300k
FCMB Verve: 4k - 300k
Access DCIR: 8k - 300k

Turned Off
Fidelity: 4k - 300k

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

For transactional issues, monitoring is to be done on slack.

Below is an example of an alert on slack, once such alerts occur 3 times within a 30- 45 mins interval it must be assumed there is an issue and escalation protocols must be triggered.

There are two types of links on slack which can aid you in investigating when an issue occurs:

1. The first link allows you view all the errors that have occured on a particular dcir within a specified range. For example Access has been returning a low success rate alert a check to see the prevalent error on the bank can be done using the below link https://watchtower.teamapt.com/d/rQPtldJIk/spool-samples?viewPanel=3&orgId=1&from=now-6h&to=now&var-Interchange=24&var-Resp_Code=92&var-Time=5

Once the link is clicked the view below shows an example of the expected result to aid in further investigations:

Key components in screenshot above

Interchange: can be adjusted to any dcir bank and return prevalent errors for that bank

Response code: Should be ignored for this particular link

Time range(in mins): Can be adjusted to capture the time range of a particular failure

2. The second link is a follow up to the first which allows for spooling of transactions tied to a specific response code. The first link allows you flag what response code is causing issues and the second link allows you spool specific transaction details for whatever response code you have specified:
   Click here to spool samples of the affected transactions --> https://watchtower.teamapt.com/d/rQPtldJIk/spool-samples?viewPanel=2&orgId=1&from=now-6h&to=now&var-Interchange=24&var-Resp_Code=92&var-Time=5

Once the link is clicked the view below shows an example of the expected result to aid in further investigations:

Key components in screenshot above

Interchange: can be adjusted to any dcir bank and return transactions for that bank

Response code: The response code seen to occur most often in the first link can be specified here to bring out specific transactions affected by that error.

Time range(in mins): Can be adjusted to capture the time range of a particular failure

Escalation protocols apply thus per bank:

N.B: Always assume 51,61s,57s are customer induced and ignore

When escalating an issue to a bank via mail the following subject format should be adopted-

Bank| DCIR | RESPONSE CODE (transactional failures only)| EFFECT OF FAILURE ON TRANSACTIONS/PORTAL | DATE (Use format YYYYMMDD)

See examples below to guide:

Example : FCMB | DCIR | RC 69 | High response time| 20240621

The expectation is for every escalation there be a 30 min follow up to the escalated bank until resolution.

If there is no response after an hour a call must be placed through to the Level 1 contact person via the escalation Matrix to ensure there is a response.