1. Uptime Commitment

PasteAZA will provide its Services with a target availability of:

99.5% monthly uptime

This includes:

• • Collections API
• • Disbursements API
• • Wallet service
• • Webhooks
• • Dashboard
• • Payment links

Downtime excludes:

• • Scheduled maintenance
• • Issues caused by banks
• • External networks or partners
• • Force majeure events

2. Support Response Time

We respond to support tickets within:

• • Critical issues: ≤ 2 hours
• • High priority: ≤ 6 hours
• • Normal: ≤ 24 hours
• • Low: ≤ 48 hours

Critical issues include:

• • API down
• • Failed disbursements across multiple attempts
• • Collections not reflecting globally

3. Webhook Delivery SLA

We guarantee:

• • At least 3 webhook retries for failed deliveries
• • Minimum 5 minutes exponential backoff
• • Event logs available for 48 hours

4. API Performance Commitment

• • Payout requests: respond ≤ 3 seconds
• • Collections queries: respond ≤ 2 seconds
• • Wallet operations: respond ≤ 2 seconds

5. Incident Communication

During outages or incidents, we will notify users via:

• • Dashboard banner
• • Email
• • Status page (if enabled)

6. User Responsibilities

Business users must:

• • Maintain correct integration
• • Protect API keys
• • Handle webhook retries
• • Monitor dashboard logs
• • Implement fallback logic in their system

7. SLA Non-Compliance

If PasteAZA fails to meet uptime for the month, businesses may receive:

• • Service credits applied to next billing period
• • Credits based on percentage of downtime (e.g., 5%–20% credit depending on severity)

No cash refunds are issued.

8. Exclusions

This SLA does NOT apply if:

• • Your app sends malformed API requests
• • You exceed rate limits
• • Your system drops webhooks
• • Banks, blockchain networks, or partners fail
• • You breach the Acceptable Use Policy
• • You have unpaid invoices or unresolved disputes