We are aware that when one of our services is not operational, your ability to process your transactions is reduced. That's why we strive to resolve these issues quickly.
The purpose of this article is to detail how we respond to incidents and how we keep you informed of the situation.
This article covers the following topics:
- How to report an incident ?
- How to obtain information about an incident ?
- What will be notified to you in the event of an incident ?
How to report an incident?
When you notice that a specific service is impacted, we invite you to contact us through our contact form. This is the most appropriate channel to get back to you promptly. This will allow us to assess your issue and investigate. We can then keep you informed of the status of your issue in the most reactive way possible.
Even if we have already identified the problem, the information you provide can help us confirm the scope and impact of the incident, and help us communicate and resolve it more quickly. We therefore encourage you to be as specific as possible in your interactions with our customer service department.
Note : we invite you to use the contact form rather than the forum to report an incident. This will allow us to contact you in a more personalized way and centralize the information we receive more efficiently.
How to obtain information about an incident?
In the event of an incident, in addition to the emails we exchange with you, our preferred channel of communication is the Help Centre.
A detailed incident report is made available to you and updated daily to keep you informed.
We invite you to acquire the habit of consulting it when you encounter a specific issue.
What will be notified to you in the event of an incident?
We are committed to providing you with the following information in a timely manner in the event of an incident:
- a confirmation that the incident has happened and that it has been taken into consideration by our technical team
- a description of the incident and its impact on your use of the website
- daily updates regarding the progress of its resolution
- a confirmation that it has been solved.
It is important to remember that we often don't have much information to share until the incident is stabilized. During an incident, our goal is to restore the situation and provide meaningful updates on a regular basis.
However, once the incident is resolved, we investigate to determine its cause and what steps can be taken to prevent it from happening again.