🏅Support & Monitoring

Post-deployment, the deduplication system will receive ongoing support to maintain peak performance and adapt to MTN’s evolving needs.

Planned Support Structure

Support Area	Description	Ownership
Help Desk	Dedicated portal/email for - Agent alert troubleshooting - Dashboard access issues	EBS Primary, Tech5 Backup
Routine Maintenance	Monthly updates: - Biometric algorithm tuning - Security patches	Tech5
Training	Quarterly refreshers for: - New field staff - Fraud team workflow updates	EBS
Performance Watch	24/7 monitoring of: - Real-time check latency (<1 sec SLA) - Duplicate detection accuracy.	Joint Team
Emergency Escalation	Critical issues (e.g., system downtime):	Tech5 Engineers

Key Maintenance Activities

• Data Health Audits: Monthly reviews of duplicate resolution outcomes

• Compliance Checks: Quarterly validation against NCC/NIMC requirements

• User Feedback Cycles: Bi-monthly surveys with field agents and fraud teams