Service Level Agreement

Last updated: 10 July 2026 · This page summarizes our standard service targets. The binding service levels for your account, including any service credits, are set out in your merchant agreement.

1. Platform availability

We target 99.9% monthly availability for the payment gateway and merchant dashboard, excluding scheduled maintenance announced at least 48 hours in advance. Payment processing also depends on card networks, banking partners and telecommunications providers outside our control.

2. Support channels and hours

• Email: info@payixay.com — monitored Monday to Friday, 9:00–17:00 EAT (GMT+3).
• Phone: +254 723 066 366 — same hours.
• Critical incidents (payments failing platform-wide) are worked around the clock until resolved, regardless of business hours.

3. Response targets

• Critical — platform-wide payment failure: response within 1 hour, continuous work until resolution.
• High — a merchant cannot process, or settlement is delayed: response within 4 business hours.
• Normal — questions, reporting issues, integration help: response within 1 business day.

These are response targets, not guaranteed resolution times — resolution depends on the nature of the issue and, in some cases, on third parties such as card networks or banking partners. We keep you informed until the issue is closed.

4. Maintenance

Scheduled maintenance is performed in low-traffic windows and announced to merchant contacts by email at least 48 hours in advance. Emergency security maintenance may occur without notice; we notify merchants as soon as practical.

5. Service credits

Where your merchant agreement provides for service credits, they are calculated against measured monthly availability as defined in that agreement. Contact info@payixay.com to raise an availability claim.