Наталя Хандусенко Hot News 2 January 2025, 13:02

Monobank experienced a technical failure due to New Year's greetings from customers

The new year for monobank support began with a technical failure.

This was announced by the co-founder of monobank, Oleg Horohovsky.

As he explained, failures in the bank's operations are conventionally divided into minor and more significant. The criticality of the failure is assessed by the load on the support.

“When the support queue exceeds 25 requests per employee (instead of the standard 7-8), we understand that the failure affects a large number of customers, and this is a “battle alert” - at this point the main task of the entire IT team is to immediately fix the incident,” explains Gorohovsky.

According to him, the main load and the main number of incidents occur on the first of each month, usually due to regulatory procedures related to "closing the month", interest accruals, cashback issuance, and reporting, which lead to a significant increase in the load on all complexes.

"The end of the year is a special challenge and it is difficult to complete it "without splashing," noted Gorokhovsky.

So, that's what happened on January 1. The bank received the first escalation at 1 am, the support manager reported this at 1 am: "Happy New Year! Escalating 25+ queues. 50 requests per 1 employee in the chat. Top requests — congratulations on the HP...)".

Fortunately, as it later turned out, this was the only incident on January 1.