# Support and Monitoring

The Nano Lending platform will adopt a **multi-tiered support and monitoring framework** to ensure platform reliability, customer satisfaction, regulatory compliance, and operational excellence.



### 1. Technical Monitoring

* **System Health Monitoring**
  * Real-time monitoring of APIs (Interswitch, payment gateways, KYC providers).
  * Infrastructure monitoring (servers, cloud resources, storage, databases).
  * Automated alerts for downtime, latency spikes, or integration failures.
* **Transaction Monitoring**
  * End-to-end tracking of loan applications, disbursements, and repayments.
  * Automated reconciliation with Interswitch Lending Services.
  * Exception handling for failed or delayed transactions.



### 2. Fraud & Risk Monitoring

* Continuous monitoring of unusual loan requests, high-frequency transactions, or repeated defaults.
* Integration with Interswitch’s fraud detection tools and internal risk engines.
* Real-time flagging of suspicious activity for review by compliance officers.



### 3. Customer Support

* **Multi-channel Support**: In-app chat, email, call center, and FAQs.
* **Tiered Escalation Levels**:
  * Level 1: General inquiries, app usage issues.
  * Level 2: Transaction failures, repayment disputes.
  * Level 3: Compliance and regulatory escalations.
* Knowledge base and self-service guides for borrowers.



### 4. Compliance & Audit Monitoring

* Automated logs of all loan lifecycle events (application, approval, repayment, default).
* Scheduled internal audits of loan operations and system security.
* Compliance checks with CBN lending regulations, AML, and KYC standards.



### 5. Performance & Optimization

* Regular analytics to measure platform performance (uptime, response times, and transaction throughput).
* Periodic review of customer feedback to improve loan products and repayment experience.
* Predictive monitoring to anticipate peak load times and scale infrastructure accordingly.



### 6. Support & Monitoring Tools

* **Application Performance Monitoring (APM):** Tools like Datadog, New Relic, or Azure Monitor.
* **Customer Support Platforms:** Zendesk, Freshdesk, or in-app chat integrations.
* **Fraud & Risk Tools:** Interswitch Fraud Monitoring APIs, internal risk dashboards.
* **Reporting Tools:** Power BI/Tableau for real-time dashboards and scheduled reporting.



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.
