# Service Level Agreement (SLA) for Pay.io during Beta Program

### **1. Overview** <a href="#id-1.-overview" id="id-1.-overview"></a>

Pay.io provides a **Payment as a Service (PaaS)** orchestration platform designed for high-performance digital commerce operations. As an **Instructional Orchestrator**, we provide the technical infrastructure to manage your digital asset flows.

During the **Early Access phase**, Pay.io operates with **limited support available strictly during defined business hours**, and the SLA described below applies to:

**Business Hours (Early Access):**\
Monday–Friday, 09:00–18:00 EET, excluding public holidays observed in Estonia.

***

### **2. Service Availability** <a href="#id-2.-service-availability" id="id-2.-service-availability"></a>

We commit to providing a stable and resilient environment for your global operations.

* **Uptime Target:** Pay.io targets a monthly uptime of **99.8%** for the Merchant Console, CashierUI, and Payment Gateway API; excluding downtime resulting from scheduled maintenance and force majeure events.
* **Real-Time Monitoring:** We employ 24/7 automated monitoring to detect and resolve potential issues before they impact your business. Human response and troubleshooting shall be provided only during Business Hours in this Early Access phase.
* **Maintenance Windows:** All scheduled maintenance will be communicated via Slack Channel or email. Clients are notified at least **48 hours** in advance.
* **Degraded Service Definition:** If a third-party partner (e.g., Boomfi) experiences an outage, Pay.io is considered in a **"Degraded State"** but not "Down"; the Instructional Layer remains capable of processing internal data and non-impacted provider requests.

***

### **3. Support & Response Times** <a href="#id-3.-support-and-response-times" id="id-3.-support-and-response-times"></a>

Pay.io provides support based on the following incidents severity levels.

All response and resolution times below apply only during Business Hours.

Incidents reported outside Business Hours will be queued and treated as received at the start of the next Business Hour window, unless otherwise explicitly agreed.

| **Priority**      | **Incident Definition**                     | **Initial Response Time**            | **Resolution Target Time**                         |
| ----------------- | ------------------------------------------- | ------------------------------------ | -------------------------------------------------- |
| **Critical (P1)** | Complete service outage or security threat. | **30 minutes**                       | Within 4 Hours (Immediate escalation)              |
| **High (P2)**     | Major degradation of key platform features. | **2 hours** (during Business Hours)  | Within 8 Business Hours                            |
| **Normal (P3)**   | Minor bugs or individual account issues.    | **4 hours** (during Business Hours)  | Within 2 Business Days                             |
| **Low (P4)**      | Feature requests and general inquiries.     | **24 hours** (during Business Hours) | Depends on priority and capacity (Time might vary) |

***

### **4. Customer Service SLA** <a href="#id-4.-customer-service-sla" id="id-4.-customer-service-sla"></a>

Pay.io is committed to providing support and technical guidance, adhering to industry practices, including:

* **Multi-Channel Support:** Clients can reach the Pay.io team via Slack.
* **First Contact Resolution:** Pay.io aims to resolve technical inquiries, such as configuration questions or interface navigation during the first interaction whenever possible.
* **Escalation Process:** Unresolved technical issues or potential platform bugs will be escalated to the Engineering Manager and the DevOps team within **24 hours** of the initial report.
* **Slack channel**: Primary communication channel to report and escalate issues with Pay.io team.

***

### **5. Customer Responsibilities** <a href="#id-5.-customer-responsibilities" id="id-5.-customer-responsibilities"></a>

To ensure effective support, clients must:

* Provide accurate incident details when reporting issues.
* Use designated communication channels for support requests.
* Ensure the **Webhook Listener** is operational to receive transaction updates.

***

### **6. Exclusions & Limitations** <a href="#id-6.-exclusions-and-limitations" id="id-6.-exclusions-and-limitations"></a>

Pay.io shall not be liable for performance failures caused by systems outside its direct control:

* **Third-Party Outages:** Downtime caused by Boomfi or AWS (unless such downtime is demonstrably caused by a Pay.io misconfiguration).
* **Blockchain Latency:** Network congestion, high gas fees, or delays in block finality.
* **Client/Merchant Inaction:** Failure of the Merchant to provide a **Passkey signature** for cold-wallet withdrawals or transfers.
* **Internet Issues:** Problems inherent in the use of the public internet and external electronic communications.

***

### **7. Modification & Termination** <a href="#id-7.-modification-and-termination" id="id-7.-modification-and-termination"></a>

Pay.io reserves the right to update this SLA at any time, particularly as the service moves from **Early Access** to **General Availability (GA)**. Any material changes to the SLA will be communicated in advance where reasonably possible.

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