1) This document establishes the procedure for handling alerts from the Enhanced Transaction Controller (ETC) payment processor. 2) When an ETC alert is received, customer support investigates the issue by checking the payment processor website and contacting the processor if needed. 3) If transactions are not processing as usual, customer support pauses the queue, resolves the issue with the processor, and notifies internal teams once complete.

1. Tiltproof Incorporated
Document No.
Handling Enhanced Transaction Controller Effective Date 12/20/2007
(ETC) Alerts Revision Date
Approval
1.0
This document establishes how to handle Enhanced Transaction Controller
Purpose: (ETC) processor alerts.
2.0 1) Cashier Team Leads
Persons 2) Cashier Supervisors
Affected:
3.0 1) Payment processor contact information is located at:
Forms, <http://10.50.3.24/ETC/Lists/Payment%20Processor%20Contacts/AllIte
ms.aspx>.
Checklists,
2) Printable version: tpfs1nwworkflow$HANDBOOK-CASHIER TL
Flowchart: AND ABOVEPrint VersionsCashier TL and Above
HandbookHandling ETC Alerts.doc
4.0 1) If a payment processor queue is automatically paused following a
Policy: technical issue, an ETC processor alert email is sent to
<etcalert@pocketkings.ie>.
 The etcalert distribution list includes the Network Operations
Centre (NOC) and all Operations Team Leads and above.
2) Payment processor contact information can be found at:
<http://10.50.3.24/ETC/Lists/Payment%20Processor%20Contacts/AllIte
ms.aspx>.
5.0 1) Immediately respond to the ETC email to inform NOC that Customer
Procedure: Support (CS) has received the alert and is investigating the issue.
2) Attempt to log into the merchant site of the appropriate processor as per
the associated payment processor document listed in 5.10 in the Cashier
Team Lead and Above Handbook.
3) If the merchant site is operational:
a) Locate the queued transactions on the site following the associated
payment processor document listed in 5.10 in the Cashier Team
Lead and Above Handbook.

2. Tiltproof Incorporated
b) Unpause the queue in WAT.
c) Verify any transactions in a “ProcessingFailed” state.
d) Respond to the ETC email to inform NOC that the queue has been
unpaused and CS is monitoring the situation.
4) If the merchant site is inaccessible or the queued transactions are not
located, contact the processor to see if they are experiencing technical
issues at their end.
 Contact information can be found at:
<http://10.50.3.24/ETC/Lists/Payment%20Processor%20Co
ntacts/AllItems.aspx>.
a) If the processor confirms they are experiencing issues, respond to
the ETC email to inform NOC.
b) Email <announcements@tiltproof.ca> and CC:
<supsopstls@tiltproof.ca> and request an announcement to inform
everyone of the payment processor issue.
c) If you do not hear from the processor, attempt to access the
processor merchant site every hour. When it becomes operational,
follow step 3.
Monitoring the Queue
1) Monitor the transactions to ensure they process as usual.
2) If the deposits do not clear within 10 minutes, pause the queue.
a) Check the issue isn’t internal.
 View the status/disposition of recent transactions.
 Check with relevant departments (NOC or ETC).
b) If the issue isn’t internal, contact the processor to inform them that
transactions are not processing as usual.
c) If the processor informs that there is no issue at their end, ask
them to investigate further and contact us once their investigation
is complete.
d) Once the issue has been resolved, unpause the queue.
3) Once the queue is clear, respond to the ETC alert email to inform NOC
the issue has been resolved and CS will monitor the situation.
4) Email <announcements@tiltproof.ca> and CC:
<supsopstls@tiltproof.ca> to request an announcement to inform
everyone that the issue is resolved and deposits are processing as
normal.
6.0 1) Enhanced Transaction Controller (ETC) - handles and manages all
Definitions: financial transactions on behalf of players, customer support and the
game system. The ETC enforces all financial limit policies and provides
the foundation for fraud detection and prevention. ETC provides no user
interface as interaction with users is accomplished via other software
components in the system.

3. Tiltproof Incorporated
2) Network Operations Centre (NOC) – acts as a point of escalation for
CS for issues relating to production tools and services. NOC provides
real time monitoring of the game system and engages all relevant parties
when a production issue/failure is detected. NOC is a central point for
notifications to all departments in relation to scheduled
updates/downtime.
7.0
Revision
History: