Overview
This Service Level Agreement ("SLA") describes the service levels ClapPay commits to providing for its payment platform, remittance services, and partner integrations. This document applies to all API consumers, merchant partners, and enterprise clients.
Our commitment to reliability is backed by transparent metrics, proactive monitoring, and service credits for any SLA breaches.
Service Availability
Monthly uptime commitments by service tier
Premium
Enterprise
Standard
Developer
Service Components
Scheduled Maintenance
Maintenance Window
Sundays
02:00 - 06:00 UTC
Advance Notice
72 hours
Minimum for planned work
Emergency Notice
4 hours
For critical security updates
Planned maintenance is excluded from uptime calculations. Emergency maintenance may occur outside normal windows for critical security updates.
Performance Standards
API response time targets (under normal load conditions)
| Endpoint | P50 | P95 | P99 |
|---|---|---|---|
| Payment Authorization | 150ms | 400ms | 800ms |
| Transfer Initiation | 200ms | 500ms | 1s |
| Balance Check | 50ms | 150ms | 300ms |
| Exchange Rate Quote | 100ms | 250ms | 500ms |
| Transaction Status | 75ms | 200ms | 400ms |
P50/P95/P99 represent the 50th, 95th, and 99th percentile response times respectively.
Support Response Times
Target response times by priority and service tier
| Tier | Initial Response | P1 (Critical) | P2 (High) | Support Channels |
|---|---|---|---|---|
| Premium | 15 minutes | 30 minutes | 2 hours | 24/7 Phone + Dedicated TAM |
| Enterprise | 1 hour | 2 hours | 8 hours | 24/7 Phone + Email |
| Standard | 4 hours | 8 hours | 24 hours | Business Hours Email |
| Developer | 24 hours | 48 hours | 72 hours | Community + Email |
Service Credits
Compensation for SLA breaches
| Monthly Uptime | Service Credit |
|---|---|
| < 99.95% but ≥ 99.0% | 10% of monthly fees |
| < 99.0% but ≥ 95.0% | 25% of monthly fees |
| < 95.0% | 50% of monthly fees |
How to Claim Credits
- Submit a credit request within 30 days of the incident
- Include affected dates and impact description
- Credits applied to the next billing cycle
- Maximum credit per month: 50% of monthly fees
Exclusions
The following are not covered by this SLA