faq_data.py

faq_entries = [
    {
        "question": "How does our payment processing system handle real-time transactions?",
        "answer": "Our payment system uses an event-driven architecture that enables real-time handling. After validation, transactions are routed through our gateway and recorded in the ledger system in sub-second latency. Failover and retry mechanisms ensure high availability.",
        "category": "Payments"
    },
    {
        "question": "What are the steps involved in verifying a new customer account?",
        "answer": "New accounts undergo KYC: uploading ID, proof of address, and a selfie. Documents are verified via APIs and third-party services. Flags trigger manual review. Standard cases complete in under 5 minutes.",
        "category": "Onboarding"
    },
    {
        "question": "How do we detect and respond to fraudulent activity?",
        "answer": "We use rule-based and ML models to detect anomalies in real-time. Alerts trigger multi-factor re-authentication or account locking. All events are logged for SOC team review.",
        "category": "Security"
    },
    {
        "question": "How can customers dispute a transaction?",
        "answer": "Users submit disputes via app or dashboard. A case is created, and the transaction is reviewed. Temporary reversal may occur. Cases are resolved in 7–10 business days.",
        "category": "Support"
    },
    {
        "question": "What encryption methods are used to protect sensitive data?",
        "answer": "AES-256 is used for data at rest, TLS 1.3 for data in transit. Keys are rotated and stored via HSM. Sensitive info is tokenized and access-controlled via RBAC.",
        "category": "Security"
    },
    {
        "question": "How does our system ensure AML compliance?",
        "answer": "We use transaction monitoring, customer profiling, and watchlist checks. Risk scoring and SAR generation are automated. High-risk activity triggers enhanced due diligence.",
        "category": "Compliance"
    },
    {
        "question": "How does a third-party developer integrate with our APIs?",
        "answer": "Developers register for an API key, use HMAC-SHA256 for auth, and access sandbox & production environments. We provide RESTful APIs with Swagger docs and SDKs.",
        "category": "API"
    },
    {
        "question": "What rate limits are enforced on our public APIs?",
        "answer": "Default limit is 100 requests/minute per key. Headers like X-RateLimit-Remaining are included. Overages return 429 errors. Premium users may request higher limits.",
        "category": "API"
    },
    {
        "question": "How do we manage scheduled maintenance and downtime?",
        "answer": "Maintenance is announced 48h in advance. We use failover clusters and load balancers to avoid disruption. Status is shared in real-time on our status page.",
        "category": "Operations"
    },
    {
        "question": "What is the SLA for enterprise clients?",
        "answer": "99.99% uptime SLA. Includes global redundancy, fast support tiers, and SLA credits if violated. Critical issues get a 1h response window.",
        "category": "Enterprise"
    }
]