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Production Support
Live incidents in production: transaction errors, interface outages, performance degradation and data fixes.
How we handle production support issues
- 1. Raise it in the portal. Tag it Production Support, set a severity, and attach logs.
- 2. An engineer is assigned. You work together in one continuous thread; attachments stay private to your bank.
- 3. Resolution. When the engineer marks it resolved, one credit (or the pay-as-you-go rate) is charged. If you withdraw the issue yourself, the reserved credit is used.
- 4. Knowledge base. An anonymised version helps other banks, who pay to unlock the solution. Your bank always sees the full thread.
1 issue in this area already resolved on the platform.