Service Level Agreement (SLA)

1. Scope and Purpose

This Service Level Agreement (“SLA”) defines the technical performance standards and availability commitments provided by FinTEM to its Merchants. Our goal is to ensure a resilient orchestration layer that maintains global connectivity between your CRM and selected Financial Partners.

2. Service Availability Commitment

• 2.1. Uptime Target: FinTEM commits to a 99.9% Monthly Uptime for its core API infrastructure and Merchant Dashboard, excluding Scheduled Maintenance.
• 2.2. High-Availability Infrastructure: Our platform is deployed on Amazon Web Services (AWS) across multiple geographic regions (Multi-AZ) to ensure automatic failover and data redundancy.

3. Uptime Calculation and Exclusions

Monthly Uptime Percentage is calculated as: (Total Minutes in Month – Minutes of Downtime) / Total Minutes in Month.

Downtime Exclusions:

• 3.1. Scheduled Maintenance: Any maintenance window communicated to the Merchant at least 24 hours in advance.
• 3.2. Third-Party Failures: Outages or technical issues originating from Payment Service Providers (PSPs), acquiring banks, or local regional gateways (e.g., Iraq, Africa, CIS).
• 3.3. Internet/ISP Issues: Failures in the public internet or the Merchant’s local ISP/Network connectivity.
• 3.4. Force Majeure: Events beyond our reasonable control, including natural disasters, large-scale cyber-attacks (DDoS), or government-mandated internet shutdowns.

4. Incident Severity and Response Times

FinTEM classifies technical incidents into the following categories with corresponding target response times:

Severity Level	Definition	Target Response Time
P1 – Critical	Total API failure; all transactions blocked globally.	< 30 Minutes
P2 – High	Partial failure affecting a specific region or feature.	< 2 Hours
P3 – Medium	Minor bugs or dashboard UI issues not affecting payments.	< 8 Hours
P4 – Low	General inquiries or technical documentation requests.	< 24 Hours

5. Service Credits (Remedies)

If FinTEM fails to meet the 99.9% Uptime Commitment in any given calendar month, the Merchant may be eligible for Service Credits applied to their next billing cycle:

• Uptime < 99.9%: 10% credit of the monthly service fee.
• Uptime < 99.0%: 25% credit of the monthly service fee.
• Uptime < 95.0%: 50% credit of the monthly service fee.
• Note: Service Credits are the sole and exclusive remedy for any downtime.

6. Merchant Responsibilities

To maintain SLA eligibility, the Merchant must:

• 6.1. Correct Integration: Ensure their CRM/system follows the official FinTEM API Documentation.
• 6.2. Alerting: Immediately notify our support team (via Telegram, Skype, or Email) upon identifying a potential system failure.
• 6.3. Load Management: Not exceed the agreed-upon Rate Limits (Requests Per Second) without prior written approval.

7. Dispute Resolution (Technical)

In the event of a dispute regarding Uptime calculations, FinTEM’s internal monitoring logs (AWS CloudWatch / Health Checks) shall be the definitive record for determining service availability.