Service Level Agreement

Availability

Target availability is 99.5% monthly across collections, disbursements, wallets, webhooks, dashboard and payment links.

Scheduled maintenance, bank or partner failures, external networks and force majeure are excluded.

Support response

Critical: within 2 hours. High: 6 hours. Normal: 24 hours. Low: 48 hours.

Performance and delivery

At least three webhook retries with a minimum five-minute exponential backoff. Event logs remain available for 48 hours.

Payout requests target 3 seconds; collections queries and wallet operations target 2 seconds.

Service credits

Eligible businesses may receive service credits after a missed monthly uptime target. Credits are applied to a later billing period and are not cash refunds.