Situations, where the Mambu platform is completely unavailable, or so severely impacted that you cannot continue operations, putting your business at immediate risk, and there are no workarounds available, are handled as P1 incidents.
The process for reporting critical incidents remains unchanged and follows the same P1 incident workflow.
When submitting a P1 request, follow the steps below:
Step 1: Select the correct request type:
When creating a new request in the Customer Portal, select: “Report an issue (P1-P4)”
This will open a dedicated workflow for critical incidents.
Step 2: Provide comprehensive details
To help our engineering teams investigate and resolve the issue quickly, please include as much information as possible:
A clear summary of the issue and its business impact. Technical identifiers such as affected account IDs, payloads, and user impact. Provide timestamps in UTC format when issue started, and together with API calls. Visual evidence such as screenshots or video recordings of the error. Any troubleshooting steps already performed.
Once submitted, the Mambu Incident Response Team is alerted and begins reviewing the incident.