Uptime, Support and Incident Handling

Our commitment to uptime

At Transfi, we understand the critical importance of maintaining consistent and reliable service. We are dedicated to providing an uptime of 99.90% availability. This commitment is not just a goal; it's an integral part of our service promise.

What is an incident?

In the context of our services, an incident is defined as any unexpected event that disrupts our business operational processes or reduces the quality of the service we provide. Recognising the potential impact of such events, we have put robust measures in place to minimise their occurrence and severity.

Monitoring and immediate response

Our systems are under continuous surveillance with sophisticated monitoring tools. Our goal is to ensure that any system outages are detected as quickly as possible. In the event of an incident, our on-call engineers are promptly notified via an escalation management tool. This rapid response is a cornerstone of our incident management protocol.

24/7 support availability

We ensure that there is always an engineer on duty, 24 hours a day, 7 days a week, 365 days a year. This round-the-clock availability guarantees that expert help is always at hand to address and resolve any issues as swiftly as possible. We provide support on major communication platforms like Slack, Telegram and Whatsapp.

Stay informed

To keep our users informed about, planned interruptions due to maintenance, uptime and any incidents, we communicate actively through our communication channels.

Learning and improvement

Following any incident, we engage in a thorough learning process to understand and address the root cause. This includes conducting a Post-Mortem for every incident, which is completed within 48 hours of resolution. The key outcome of this process is to identify and implement actions that drive continuous improvement in our systems and processes.

Continuous improvement

We believe in the power of learning from incidents. The most important outcome of our Post-Mortem process is not just understanding what happened, but ensuring that the actions identified are implemented. This commitment to continuous improvement helps us in enhancing our systems and reducing the likelihood of future incidents.