Service Level Agreement
Use this page to understand Brick Disbursement service levels for operational monitoring, transaction status handling, transaction complaints, and technical issue response targets.
Source: Brick Disbursement - SLA to Client.pdf, last updated 24 April 2024.
Service Availability
Brick targets 99% service uptime. Disbursement transactions can be performed 24/7, subject to bank, partner, network, or scheduled maintenance availability.
If there is unscheduled maintenance or an unexpected bank or partner disturbance, Brick Payment Ops informs clients through the available communication channels.
Payment Monitoring Support
Brick Payment Monitoring is available 24/7.
For operational disbursement issues, contact Brick through:
| Channel | Contact |
|---|---|
| Payment Ops email | payment-ops@onebrick.io |
| WhatsApp contact | +62858-4592-2268 |
Reports received during working hours are responded to within a maximum of 30 minutes. Reports received outside the relevant operational hours are handled in the next operational window, following the applicable SLA.
Manual Top-Up Operations
Manual top-up is not real time. Use this SLA when you need to replenish balance manually before disbursement operations.
| Schedule | Operational Hours |
|---|---|
| Weekdays | 08:00-20:00 WIB |
| Weekend | 09:00-16:00 WIB |
Manual top-up execution targets:
- Manual top-up transactions are executed within a maximum of 1 hour after Brick receives the Manual Top-Up Confirmation Form.
- Manual top-up requests submitted after 20:00 WIB can still be submitted, but are processed manually on the next day during the applicable manual top-up operational hours.
Disbursement Status SLA
Disbursement transaction statuses are grouped into the statuses below.
| Status | Meaning | SLA Handling |
|---|---|---|
Completed | The receiving bank has declared the transaction successful and funds are credited to the recipient account. | Treat as final successful status. |
Processing | The transaction has been created and is still being processed by the bank or partner. | Brick provides the final Completed or Failed status by D+1 business day from transaction time. Processing transactions cannot be cancelled. |
Failed | The receiving bank has declared the transaction unsuccessful. | Funds are automatically returned to the client balance. |
Failed - Due to Reversal | The transaction was initially marked Completed, but the recipient side did not receive funds after bank confirmation. | Resolution from Completed to Failed - Due to Reversal can take up to D+7 business days from the first report to Brick. |
When a Processing transaction becomes Completed, the recipient receives the funds on the same day the status changes. When a Processing transaction becomes Failed, funds are returned to balance.
Transaction Complaints
Submit transaction complaints no later than 30 days after the transaction date.
Every complaint should include:
- transaction reference number;
- transaction date;
- proof of transaction or bank mutation record, if requested; and
- any additional document requested by Brick Operations.
Brick resolves transaction complaints and disputes within a maximum of 7 business days, excluding weekends. Brick Operations will inform the client if the dispute requires more time.
Technical Issue Reporting
For technical issues, email:
| Channel | Contact |
|---|---|
| Technical Sales | tech-sales@onebrick.io |
| Support | support@onebrick.io |
Include a clear description of the issue, affected flow, expected result, actual result, timestamp, and relevant transaction or request identifiers.
Technical Issue Response Targets
The response and fix targets below apply to client-submitted errors, bugs, and technical issues.
| Priority | Issue Type | Response Target | Fix Target | Notes |
|---|---|---|---|---|
P0 | System crash, data duplication, incorrect data, or data loss. | Weekdays: max 45 minutes. Weekend: max 45 minutes. | Max 24 hours. | Time is calculated from Brick's first response through the provided channel. |
P1 | Core functionality issue, serious issue, or crash in a specific edge case. | Weekdays: max 45 minutes. Weekend: max 45 minutes. | Max 48 hours. | Time is calculated from Brick's first response through the provided channel. |
P2 | Minor functionality issue. | Weekdays: max 45 minutes. Weekend: max 2 hours. | Max 5 days. | Time is calculated from Brick's first response through the provided channel. |
P3 | Typo, unclear explanation, or less visible error message issue. | Weekdays: max 45 minutes. Weekend: max 2 hours. | Max 5 days. | Time is calculated from Brick's first response through the provided channel. |
Related Guides
- Disbursement API Overview
- Check Disbursement Status
- Regular Disbursement Callback
- BIFAST Disbursement Callback