Support and Monitoring
To ensure optimal system performance, security, and user satisfaction, the MoMo Lighway Finance platform is supported by a structured support framework and a proactive monitoring strategy. These measures guarantee quick issue resolution, continuous uptime, and a secure transaction environment.
1. Support Framework
Dedicated Support Channels
Email and phone support for registered customers.
In-app support requests for faster assistance.
Tiered Support Levels
Level 1 (L1): First-line user support for common issues and inquiries
Level 2 (L2): Technical troubleshooting and configuration assistance
Level 3 (L3): Advanced support for system bugs, integrations, and infrastructure-related issues
Response & Resolution SLAs
Defined timelines for acknowledging, investigating, and resolving issues
2. Monitoring Strategy
24/7 System Monitoring
Real-time tracking of platform uptime, transaction processing rates, and system performance.
Transaction Monitoring & Alerts
Automated detection of failed transactions, anomalies, and suspicious activities.
Configurable fraud detection rules to mitigate financial risks
Security Event Logging
Continuous logging of authentication attempts, API access, and administrative actions.
Integration with security information and event management (SIEM) tools.
Performance Metrics & Reporting
Dashboards tracking transaction success rates, error rates, and latency
Regular performance reviews to inform optimization activities
3. Maintenance & Continuous Improvement
Scheduled Maintenance Windows
Communicated in advance to minimize service disruption
Proactive System Updates
Deployment of patches, security updates, and feature enhancements
Post-Incident Reviews
Root cause analysis and preventive measures are implemented after major incidents.
This combination of tiered customer support, continuous system monitoring, and proactive maintenance ensures that the MoMo LightWay Finance platform remains reliable, secure, and responsive to both user and business needs.
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