Legal
Service Level Agreement
Last updated: January 2024
1. Overview
This Service Level Agreement ("SLA") defines the service level commitments, performance metrics, and remedies available to clients of Anton Payments services. This SLA applies to enterprise clients who have entered into a Master Services Agreement with Anton Payments.
Standard service levels apply to all clients. Enhanced service levels may be available through custom Service Orders for enterprise clients.
2. Service Availability
2.1 Uptime Commitment
We commit to maintaining the following service availability levels for our core payment processing services:
| Service Tier | Uptime Commitment | Maximum Downtime/Month |
|---|---|---|
| Standard | 99.5% | 3.6 hours |
| Enterprise | 99.9% | 43.2 minutes |
| Premium | 99.95% | 21.6 minutes |
2.2 Excluded Time
The following are excluded from uptime calculations:
- Scheduled maintenance windows (with advance notice)
- Emergency maintenance required for security or stability
- Force majeure events
- Client-caused issues (incorrect API usage, insufficient funds, etc.)
- Third-party service provider outages
- DDoS attacks or other malicious activities
- Issues caused by Client's systems or infrastructure
3. Performance Metrics
3.1 API Response Times
We commit to the following API response time targets:
- P95 Response Time: < 500ms for standard API endpoints
- P99 Response Time: < 1 second for standard API endpoints
- Payment Processing: < 2 seconds for payment submission confirmation
3.2 Payment Processing Times
Payment processing times vary by payment method and destination. We commit to:
- ACH Payments: Initiated within 1 business day of submission
- Wire Transfers: Initiated within 4 hours of submission (business hours)
- Card Payments: Processed within 24 hours of submission
- International Payments: Initiated within 2 business days of submission
Note: Actual settlement times depend on receiving banks and payment networks, which are outside our control.
3.3 Webhook Delivery
- Delivery Attempts: We will attempt webhook delivery at least 3 times with exponential backoff
- Delivery Time: Initial webhook delivery within 5 seconds of event occurrence (95th percentile)
- Retry Schedule: Retries at 1 minute, 5 minutes, and 30 minutes after initial failure
4. Support Response Times
We commit to the following support response times based on issue severity:
| Severity Level | Description | Initial Response |
|---|---|---|
| Critical (P1) | Service completely unavailable | 1 hour |
| High (P2) | Significant service degradation | 4 hours |
| Medium (P3) | Partial service impact | 1 business day |
| Low (P4) | Minor issues, feature requests | 2 business days |
5. Service Credits
If we fail to meet the uptime commitments specified in this SLA, eligible enterprise clients may be entitled to service credits as follows:
| Uptime Achieved | Service Credit |
|---|---|
| 99.0% - 99.5% | 5% of monthly fees |
| 98.0% - 99.0% | 10% of monthly fees |
| 95.0% - 98.0% | 25% of monthly fees |
| < 95.0% | 50% of monthly fees |
Service Credit Process:
- Service credits must be requested within 30 days of the end of the affected month
- Credits will be applied to the next billing cycle
- Maximum service credit per month is 50% of monthly fees
- Service credits are the sole and exclusive remedy for SLA failures
- Service credits do not apply to one-time fees or setup charges
6. Monitoring and Reporting
We continuously monitor our services and maintain detailed logs of availability, performance, and incidents. Enterprise clients may request:
- Monthly availability and performance reports
- Incident reports for any service disruptions
- Real-time status updates during incidents
- Quarterly business reviews with service metrics
7. Maintenance Windows
Scheduled Maintenance: We will provide at least 48 hours' advance notice of scheduled maintenance that may impact service availability. Scheduled maintenance is typically performed during low-traffic periods.
Emergency Maintenance: We may perform emergency maintenance without advance notice if necessary to address security vulnerabilities, prevent service degradation, or resolve critical issues.
8. Disaster Recovery and Business Continuity
We maintain comprehensive disaster recovery and business continuity plans, including:
- Regular data backups with point-in-time recovery capabilities
- Geographically distributed infrastructure
- Redundant systems and failover mechanisms
- Recovery Time Objective (RTO): < 4 hours
- Recovery Point Objective (RPO): < 1 hour
9. Limitations
This SLA does not apply to:
- Beta or preview features
- Third-party services or integrations
- Issues caused by Client's systems, networks, or configurations
- Issues resulting from Client's violation of our Terms of Service or Acceptable Use Policy
- Force majeure events
- Issues caused by Client's failure to maintain sufficient account balance
10. Changes to SLA
We may update this SLA from time to time. Material changes will be communicated to enterprise clients at least 30 days in advance. Continued use of our services after such changes constitutes acceptance of the updated SLA.
11. Contact
For questions about this SLA or to request service credits, please contact:
Anton Payments, Inc.
Support: [email protected]
Enterprise Support: [email protected]