This Service Level Agreement (SLA) outlines the standards and expectations for the services provided by Payixay (“we,” “us,” “our”) to its customers (“you,” “the client”). This agreement ensures that we meet agreed-upon service levels and provide high-quality service to support your business needs.
1. Purpose of the SLA
The purpose of this SLA is to define the scope, objectives, and service levels of the payment processing services provided by Payixay. It outlines the responsibilities of both parties, including service availability, performance metrics, and escalation procedures.
2. Services Covered
This SLA applies to the following services provided by Payixay:
- Payment gateway services
- Merchant account setup and onboarding
- Transaction management and processing
- Fraud detection and prevention services
- Settlement services (local and international)
- Multi-currency payment processing
- Data and transaction security
3. Service Availability
Payixay guarantees the following levels of service availability:
- Uptime: We aim to provide a 99.9% uptime for our payment processing platform. Any downtime will be communicated in advance or within a reasonable time frame.
- Scheduled Maintenance: Maintenance will be conducted during off-peak hours and will be communicated at least 48 hours in advance.
- Emergency Maintenance: In case of critical issues, Payixay may perform emergency maintenance with minimal notification to ensure service continuity.
4. Response and Resolution Times
Payixay will adhere to the following response and resolution time targets for support issues and inquiries:
- Critical Issues (System Outages, Security Breaches, etc.):
- Response Time: 1 hour
- Resolution Time: Within 4 hours
- High Priority Issues (Payment Processing Failures, Transaction Issues):
- Response Time: 2 hours
- Resolution Time: Within 8 hours
- Medium Priority Issues (Merchant Account Setup, Non-urgent Inquiries):
- Response Time: 4 hours
- Resolution Time: Within 24 hours
- Low Priority Issues (General Inquiries, Reporting Requests):
- Response Time: 24 hours
- Resolution Time: Within 48 hours
5. Support Availability
Payixay provides support through the following channels:
- Email Support: Available 24/7 for all inquiries. Expect a response within the specified times for your issue’s priority level.
- Phone Support: Available from 9 AM to 6 PM (GMT +3), Monday to Friday. Emergency support is available after hours.
- Live Chat: Available on our website during business hours.
6. Performance Metrics
Payixay monitors the performance of our services using the following key performance indicators (KPIs):
- Payment Processing Speed: Payments should be processed in under 5 seconds for local transactions, and under 10 seconds for international transactions.
- Transaction Success Rate: 98%+ success rate for all payments processed.
- Service Uptime: 99.9% uptime for the payment gateway system.
7. Escalation Procedures
In the event that an issue cannot be resolved within the agreed-upon time frame, the following escalation procedure will apply:
- First Level: Contact our support team via email or phone.
- Second Level: If the issue is not resolved within the agreed time, it will be escalated to a senior technical support representative.
- Third Level: For unresolved issues, you may request escalation to a service manager who will oversee the resolution.
8. Client Responsibilities
To ensure optimal service, the client agrees to:
- Provide accurate and up-to-date information during account setup and ongoing operations.
- Notify Payixay promptly of any service disruptions or issues.
- Comply with all applicable laws, regulations, and Payixay’s terms and conditions.
9. Exclusions
This SLA does not apply in the following circumstances:
- Force Majeure: Payixay will not be held responsible for any delays or failure in services due to events beyond our control (e.g., natural disasters, acts of war, strikes).
- Third-Party Service Failures: Payixay is not responsible for service disruptions caused by third-party services, including but not limited to internet service providers, financial institutions, or payment networks.
- Client Failures: Payixay is not liable for service interruptions due to issues on the client’s side, such as server downtime, incorrect configuration, or network issues.
10. Service Credits
In the event that Payixay fails to meet the agreed-upon service levels, clients may be eligible for service credits, subject to the following conditions:
- Service credits are provided for significant service outages or failures in response/resolution times.
- The maximum service credit will be 10% of the monthly fee for the affected month.
- Requests for service credits must be submitted within 30 days from the date of the service failure.
11. Review and Amendments
This SLA will be reviewed on an annual basis or as needed. Payixay reserves the right to modify or amend the SLA, and any changes will be communicated to the client in advance.
