[BCM] [Boost] [E3] [BCS] [T2] [CBF] [1] Customer Transactions and Payment Processing

Sub-Critical Business Function

Sub-CBF Code

RTO

Recovery Strategy

Recovery Location

Details of Recovery Strategy

Justification for Selected Recovery Strategy

Customer Transactions and Payment Processing

CBF-1

4 Hours

Hot Site + Cloud Replication

Tier-3 Data Center (Cyberjaya) + Cloud (AWS MY)

Use of a hot standby system with real-time data replication. Core transaction systems are mirrored at both the hot site and in the cloud for rapid switchover.

Essential for maintaining financial stability and customer trust, high-volume, real-time requirements demand minimal downtime.

Fund Transfers (Peer-to-Peer and Interbank)

1.1

2 Hours

Active-Active Setup + DR Site

Dual Data Centres + BNM Link

Transfers processed concurrently; integration with BNM (Bank Negara Malaysia) ensures fallback routes.

High criticality for financial continuity and regulatory compliance; the system must be available 24/7.

Bill Payments and Scheduled Payments

1.2

6 Hours

Cloud Failover + Job Queuing

Cloud Recovery Region

Scheduled payments are queued in a cloud-based task scheduler; failover ensures no loss of automation or disruption to customer expectations.

Moderate urgency, combined with high volume and customer trust, makes recovery within 6 hours essential.

Debit Card Transactions (POS and Online)

1.3

4 Hours

Managed DR Services (PCI-DSS)

PCI-DSS Compliant DR Provider

Transaction systems are hosted with a secure, certified provider that offers contractual Service Level Agreements (SLAs) and disaster recovery (DR) facilities.

Security and compliance with card networks avoid the risk of financial loss and reputational damage.

eWallet-to-Bank Transfers (and vice versa)

1.4

4 Hours

Multi-Cloud Redundancy

AWS & Azure (Malaysia Region)

Real-time syncing across multiple cloud providers; automatic routing of requests through healthy zones to ensure continuity.

High transaction dependency; redundancy ensures that interconnectivity with banks is never lost.

Merchant Payments (QR Code and Online Checkout)

1.5

2 Hours

Active-Active Processing

Onshore & Offshore Data Centres

Real-time payment processing in dual locations, with each location supporting the full payment load.

Crucial for the retail ecosystem and business clients; even short downtimes affect merchant trust.

Dispute Resolution and Chargebacks

1.6

8 Hours

Remote Ops + Manual Tracking

Remote Ops Centre

Staff can access the chargeback management platform remotely; if the system fails temporarily, they can fall back on manual forms and spreadsheets.

Lower time sensitivity, but necessary for customer service and regulatory response. Manual options ensure continuity in emergencies.