SLA & Uptime

Pagamio is committed to providing reliable, high-performance API services. This page outlines our Service Level Agreement (SLA) commitments, uptime guarantees, and compensation policies.

Service Level Agreement Overview

Uptime Commitment

We guarantee 99.9% uptime for the Pagamio VAS API in production environments.

Calculation Period: Monthly (calendar month)
Measurement: Total available minutes ÷ Total minutes in month
Exclusions: Scheduled maintenance, force majeure events

What This Means

Uptime %	Allowed Downtime per Month	Allowed Downtime per Year
99.9%	43 minutes 49 seconds	8 hours 45 minutes
99.5%	3 hours 36 minutes	1 day 19 hours
99.0%	7 hours 12 minutes	3 days 15 hours

Our Commitment: We aim to exceed 99.9% uptime every month.

Response Time SLA

Support Response Times

Severity	Initial Response	Status Update	Resolution Target
Critical (P1)	1 hour	Every 2 hours	4 hours
High (P2)	4 hours	Every 8 hours	24 hours
Medium (P3)	8 hours	Daily	72 hours
Low (P4)	24 hours	As needed	5 business days

Coverage Hours:

• Business Hours: Monday - Friday, 08:00 - 17:00 SAST
• After Hours: Critical issues only (P1)

API Response Time SLA

Endpoint Type	Target Response Time	95th Percentile
Authentication	< 500ms	< 800ms
Product Lookup	< 300ms	< 500ms
Purchase Transaction	< 2s	< 3s
Transaction Query	< 500ms	< 800ms

Measurement: Response time from request received to response sent, excluding network latency.

Severity Definitions

Priority 1 (Critical)

Complete service outage or critical functionality unavailable

Examples:

• API completely inaccessible
• Authentication system down
• All transaction processing failing
• Security breach

Business Impact: Complete inability to process transactions

Response:

• Initial: 1 hour
• Resolution: 4 hours
• Updates: Every 2 hours

Priority 2 (High)

Major functionality impaired but workaround exists

Examples:

• Intermittent API failures (>20% error rate)
• Specific payment category unavailable
• Significant performance degradation
• Major feature malfunction

Business Impact: Substantial business disruption

Response:

• Initial: 4 hours
• Resolution: 24 hours
• Updates: Every 8 hours

Priority 3 (Medium)

Minor functionality issue with workaround

Examples:

• Occasional errors (<5% error rate)
• Single product unavailable
• Non-critical endpoint issues
• Documentation inaccuracies

Business Impact: Minor inconvenience

Response:

• Initial: 8 hours (business hours)
• Resolution: 72 hours
• Updates: Daily

Priority 4 (Low)

General questions or feature requests

Examples:

• How-to questions
• Feature requests
• Enhancement suggestions
• General guidance

Business Impact: None

Response:

• Initial: 24 hours (business hours)
• Resolution: 5 business days
• Updates: As needed

Scheduled Maintenance

Maintenance Windows

Standard Maintenance:

• Day: Sunday
• Time: 02:00 - 06:00 SAST
• Frequency: Monthly or as needed
• Notification: 7 days advance notice

Emergency Maintenance:

• Notification: Minimum 4 hours (when possible)
• Circumstances: Critical security patches, urgent fixes
• Duration: Typically < 2 hours

Maintenance Notifications

You will be notified via:

1. Email to registered technical contacts
2. API Status Page updated
3. In-app notifications (if applicable)

Notification includes:

• Date and time of maintenance
• Expected duration
• Affected services
• Expected impact
• Alternative procedures (if available)

Service Credits

Eligibility

Service credits are provided when monthly uptime falls below 99.9%.

Credit Calculation:

Monthly Uptime Achieved	Service Credit
99.0% - 99.9%	10% of monthly fee
95.0% - 98.9%	25% of monthly fee
90.0% - 94.9%	50% of monthly fee
Below 90.0%	100% of monthly fee

How to Claim

1. Submit Request: Within 30 days of incident

2. Email: [email protected]

3. Include:

   • Merchant account ID
   • Month affected
   • Incident details
   • Impact description

4. Review: Claims processed within 15 business days

5. Credit: Applied to next invoice

Exclusions

Service credits do NOT apply to downtime caused by:

• Scheduled Maintenance (with proper notice)
• Customer Actions: Incorrect API usage, exceeded rate limits
• Force Majeure: Natural disasters, wars, terrorism
• Third-Party Services: Provider outages, network issues
• Customer Equipment: Internet connectivity, hardware failures
• Beta/Preview Features: Experimental functionality
• Sandbox Environment: Testing environment is best-effort

Monitoring & Reporting

Real-Time Status

Check current system status:

• Status Page: https://status.pagamio.tech (coming soon)
• API Health Endpoint: GET /health

Historical Performance

View historical uptime data:

• Monthly Reports: Published by 5th of following month
• Incident Reports: Posted within 72 hours of resolution
• Transparency Report: Annual report on service quality

What We Monitor

Metric	Target	Measurement
API Availability	99.9%	Uptime percentage
Response Time	95% < 3s	Transaction API
Error Rate	< 0.1%	Failed requests
Transaction Success	> 99%	Completed vs failed

Performance Metrics

Current Performance

Period	Uptime Achieved	Average Response Time
Last 30 days	99.98%	1.2s
Last 90 days	99.95%	1.3s
Last 12 months	99.92%	1.4s

Data updated monthly

Transaction Success Rates

Service Category	Success Rate Target	Current Rate
Airtime	> 99.5%	99.8%
Data Bundles	> 99.5%	99.7%
Electricity	> 99.0%	99.3%
Entertainment	> 99.0%	99.4%

Incident Management

Incident Response Process

Incident Detected
    ↓
Assessment & Classification (15 min)
    ↓
Customer Notification (Per SLA)
    ↓
Investigation & Diagnosis
    ↓
Resolution Implementation
    ↓
Verification & Testing
    ↓
Service Restored
    ↓
Post-Incident Review (72 hours)

Communication During Incidents

Status Updates Include:

• Problem description
• Current status
• Impact assessment
• Expected resolution time
• Workarounds (if available)
• Next update time

Update Frequency:

• P1 (Critical): Every 2 hours
• P2 (High): Every 8 hours
• P3 (Medium): Daily
• P4 (Low): As needed

Post-Incident Reports

Within 72 hours of major incidents, we provide:

• Root Cause Analysis: What went wrong
• Timeline: Detailed incident timeline
• Impact: Services and customers affected
• Resolution: How issue was fixed
• Prevention: Steps to prevent recurrence

Third-Party Dependencies

Provider SLAs

Our service depends on third-party providers with their own SLAs:

Provider Type	Typical SLA	Impact
Network Operators	99.0% - 99.5%	Product availability
Cloud Hosting	99.95%	API availability
Payment Gateway	99.9%	Payment processing

Our Commitment: We work only with tier-1 providers and maintain backup options where possible.

Cascade Effects

When third-party services experience issues:

• Transparent Communication: We'll notify you of provider issues
• Alternative Options: Suggest alternative products/methods when available
• SLA Protection: Third-party outages may qualify for service credits depending on our contract

Best Practices for High Availability

On Your Side

Implement these practices to maximize uptime:

1. Retry Logic: Implement exponential backoff for failed requests
2. Timeout Handling: Set appropriate timeout values (30s recommended)
3. Circuit Breakers: Prevent cascade failures in your systems
4. Health Checks: Monitor your API integration health
5. Fallback Options: Have manual processes for critical operations
6. Multiple Products: Offer alternative products when possible

On Our Side

What we do to ensure high availability:

1. ✅ Redundant Infrastructure: Multi-region deployment
2. ✅ Load Balancing: Distributed traffic handling
3. ✅ Automatic Failover: Seamless switching to backup systems
4. ✅ 24/7 Monitoring: Continuous system health checks
5. ✅ Regular Testing: Disaster recovery drills
6. ✅ Security Updates: Proactive patching during maintenance windows

Contact for SLA Issues

Service Credit Claims

• Email: [email protected]

SLA Questions

• Email: [email protected]
• Subject: "SLA Inquiry - [Your Question]"

Escalations

• Email: [email protected]

Last updated: October 2025