Service Level
Agreements
Version date: May 27, 2026
TABLE OF CONTENTS
Service Overview
Definitions and Remedies
Incident Reporting
Company Responsibilities
Service Overview
This Service Level Agreement (SLA) outlines the terms and conditions for the provision of payment processing services by Company to Partner.
Definitions and Remedies
| Severity | Definition | Response Time | Resolution Time |
|---|---|---|---|
| Severity 1 Event Critical Outage |
A Severity 1 event is characterized by a critical system outage that significantly impacts the Partner’s ability to onboard clients or process payments, resulting in substantial financial loss or legal implications | The Company commits to initiating resolution efforts within 1 hour of receiving a Severity 1 incident report. | The Company commits to resolving Severity 1 events within 3 hours of receiving a Severity 1 incident report. |
| Severity 2 Event Major Disruption |
A Severity 2 event involves a significant disruption to payment processing services, affecting multiple users or transactions, causing a notable impact on business operations. | The Company commits to initiating resolution efforts within 4 hours of receiving a Severity 2 incident report. | The Company commits to resolving Severity 2 events within 5 hours of receiving a Severity 2 incident report. |
| Severity 3 Event Minor Disruption |
A Severity 3 event signifies a minor disruption to payment processing services, causing inconvenience to users but not significantly impacting overall business operations. | The Company commits to initiating resolution efforts within 1 business day of receiving a Severity 3 incident report. | The Company commits to resolving Severity 3 events 1 business day of receiving a Severity 3 incident report. |
Incident Reporting
Partner shall report incidents to the Company’s designated contact points promptly upon discovery. Incident reports must include a detailed description of the issue, its impact, and any relevant supporting documentation.
Company’s Responsibilities
Company shall use commercially reasonable efforts to resolve incidents promptly. Regular status updates on incident resolution progress will be provided to the Partner until the issue is resolved.