Effective Date: 01 July 2025

This Service Level Agreement (SLA) governs the service standards and mutual expectations between the Company (“we,” “our,” or “us”) and the client (“you,” “your”) regarding the delivery, performance, and maintenance of services offered through our platform, including but not limited to API-based pay-in (collection) and payout (payment) infrastructure.

By using our services, you acknowledge and agree to the terms of this SLA, which is in addition to and governed by our Terms of Use and Privacy Policy.

1. Scope of Services

This SLA applies to the following service areas:

• API-based Pay-in (Collection) Services

• Payout (Disbursement) Services

• Platform Integration with ERP or enterprise systems

• Technical support and system monitoring

• Service uptime and performance commitments

2. Service Availability

• Uptime Commitment: We guarantee 99.9% monthly service uptime, excluding:

  • Scheduled maintenance

  • Force majeure events

  • Client-side errors or third-party service interruptions

• Scheduled Maintenance:

  • Communicated at least 48 hours in advance

  • Conducted during non-peak hours

• Downtime Exclusions:

  • ISP/network issues on the client’s side

  • Natural disasters, power outages, or internet backbone failures

  • Client misconfigurations or unapproved code changes

3. Support Services

• Support Hours:
  Monday to Friday, 9:00 AM – 6:00 PM IST
  Emergency response available for critical failures

• Response SLAs:

  • Critical Issues: Initial response within 1 hour

  • Major Issues: Within 4 hours

  • Minor Issues: Within 1 business day

• Support Channels:
  Clients may contact us through the official company emails provided below.

4. Performance Metrics

• Average API Response Time: Less than 1 second (90% of requests)

• Maximum Latency: 2 seconds under peak conditions

• Transaction Success Rate: 99.5% for valid transactions

5. Client Responsibilities

To ensure optimal service, clients are expected to:

• Secure API credentials and access tokens

• Follow approved integration protocols

• Report bugs or issues promptly

• Maintain infrastructure compatibility

6. Remedies for SLA Breach

If performance metrics are not met:

• Clients may request service credits based on the downtime or impact severity

• Requests must be submitted within 30 days of the incident

• Credits are non-transferable and applied to future invoices

7. Termination of Agreement

• Clients may terminate the SLA if the Company fails to meet SLA targets for 3 consecutive months

• The Company may terminate access if services are misused or policies are violated

8. Limitations of Liability

We are not liable for:

• Indirect or incidental losses

• Downtime due to third-party failures

• Damages caused by events outside our control

9. Policy Updates

This SLA is subject to change. Clients will be notified of changes via email or website updates. Continued use of our services signifies agreement with the updated terms.

10. Contact Us

For questions regarding this SLA, please reach out to:

Level 5, ITPL Main Rd, Devasandra Industrial
Bengaluru, Karnataka 560048
Email: cbdo@dotpe.co
Phone: +44 7563 009191