Service Level Agreement (SLA)
Effective Date: 01 Dec 2024
This Service Level Agreement (“SLA”) outlines the terms and conditions under which STAAR PAYOUT PRIVATE LIMITED (“Company,” “we,” “our,” or “us”) provides its services to clients (“you,” “your”). This SLA defines the performance standards, responsibilities, and remedies for services delivered through our platform, including pay-in (collection) and payout (payment) APIs.
1. Scope of Services
This SLA applies to the following services:
- API-based pay-in (collection) and payout (payment) solutions.
- Integration with SAP platforms and other enterprise systems.
- Technical support and maintenance.
- Service uptime and availability.
2. Service Availability
Uptime Commitment
- We guarantee 99.9% service uptime on a monthly basis, excluding scheduled maintenance or unforeseen circumstances beyond our control.
Scheduled Maintenance
- Scheduled maintenance will be communicated at least 48 hours in advance.
- Maintenance windows will typically occur during non-peak hours to minimize impact.
Downtime Exclusions
The following are excluded from uptime calculations:
- Issues caused by client-side systems or integrations.
- Internet service provider disruptions.
- Force majeure events, including natural disasters and power outages.
3. Support Services
Support Hours
- Standard support is available Monday to Friday, 9:00 AM to 6:00 PM IST.
- Emergency support is available for critical issues outside standard hours.
Response Time
- Critical Issues (e.g., complete service outage): Initial response within 1 hour.
- Major Issues (e.g., degraded performance): Initial response within 4 hours.
- Minor Issues (e.g., general inquiries): Initial response within 1 business day.
Support Channels
Clients can reach us via:
- Email: support@itstarpay.com
- Phone: +91-XXXXXXXXXX
4. Performance Metrics
API Response Time
- Average API Response Time: Less than 1 second for 90% of requests.
- Maximum API Latency: 2 seconds during peak load.
Transaction Success Rate
- Guaranteed Transaction Success Rate: 99.5% of all valid transactions.
5. Client Responsibilities
To ensure optimal service delivery, clients must:
- Provide accurate and updated information for integration.
- Maintain the confidentiality of API credentials.
- Ensure their systems meet the technical requirements specified by the Company.
- Notify us promptly of any service issues.
6. Remedies for SLA Violations
If we fail to meet the performance metrics defined in this SLA:
- Service Credits: Clients may be eligible for service credits proportional to the impact of the downtime or performance issue.
- Credit Request Process: Clients must submit a written request for service credits within 30 days of the incident.
7. Termination of Agreement
Either party may terminate the SLA under the following conditions:
- Client Termination: If the Company consistently fails to meet SLA commitments for three consecutive months.
- Company Termination: For violations of terms or misuse of services by the client.
8. Limitations of Liability
The Company shall not be held liable for:
- Indirect, incidental, or consequential damages arising from service interruptions.
- Issues caused by third-party providers or client-side errors.
- Force majeure events.
9. Changes to the SLA
We reserve the right to update this SLA periodically to reflect changes in our services or legal requirements. Updates will be communicated via email or posted on our website.
10. Contact Us
For any questions or concerns regarding this SLA, please contact us:
STAAR PAYOUT PRIVATE LIMITED
A-1/2, First Floor, Shakti Nagar Extension, Ashok Vihar, North West Delhi, Delhi, Delhi, India, 110052