Uptime and Incident Handling

Our Reliability Promise

EFIcyent is built for businesses operating across multiple currencies, markets and regions. We focus on maintaining high service availability so your operations run smoothly. Our system is designed to minimise downtime and ensure essential functions like account management, payments and settlements remain accessible at all times.

How we define an Incident?

An incident is any unexpected issue that affects platform performance, accessibility or stability. This includes slow response times, partial interruptions, full outages, external provider issues or abnormal system behaviour. Once identified, our team follows a structured, time-bound response process.

Continuous Monitoring

All core services are monitored in real time. Automated systems track performance, latency, service health and third-party dependencies. If anything falls outside normal thresholds, alerts are triggered instantly. Our monitoring tools help detect issues early, escalate them to on-call engineers and quickly identify their source for faster recovery.

24/7 dedicated Technical Team

We maintain continuous-time support engineering coverage across business hours, nights, weekends and holidays. Alerts are acknowledged immediately, issues assessed quickly and coordination happens fast across internal and external teams to minimise disruption for users.

Communication and Status Updates

We ensure transparency during incidents. Updates are shared on our public status page with details on the issue, its impact, ongoing actions, estimated recovery timelines and final resolution. Users can subscribe to stay informed about incidents or planned maintenance.

After-incident review

Every resolved incident goes through a structured review. We analyse the root cause, event timeline, user impact and fixes applied. Improvement actions are clearly documented, prioritised and tracked to prevent recurrence.

Constant improvement for Long-Term Stability

Our process focuses on both quick restoration and continuous improvement. By refining our systems, tools and processes after every event, we strengthen platform reliability so your business can operate confidently without interruptions.