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:
- Email to registered technical contacts
- API Status Page updated
- 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
-
Submit Request: Within 30 days of incident
-
Email: [email protected]
-
Include:
- Merchant account ID
- Month affected
- Incident details
- Impact description
-
Review: Claims processed within 15 business days
-
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:
- Retry Logic: Implement exponential backoff for failed requests
- Timeout Handling: Set appropriate timeout values (30s recommended)
- Circuit Breakers: Prevent cascade failures in your systems
- Health Checks: Monitor your API integration health
- Fallback Options: Have manual processes for critical operations
- Multiple Products: Offer alternative products when possible
On Our Side
What we do to ensure high availability:
- ✅ Redundant Infrastructure: Multi-region deployment
- ✅ Load Balancing: Distributed traffic handling
- ✅ Automatic Failover: Seamless switching to backup systems
- ✅ 24/7 Monitoring: Continuous system health checks
- ✅ Regular Testing: Disaster recovery drills
- ✅ 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