Service Level Agreement.

Paybyrd commits to a monthly availability of 99.999% for the core payments API — specifically the authorization, capture, refund and webhook-delivery endpoints — measured across each calendar month.

Definition of monthly availability

Monthly availability is calculated as:

Availability (%) = (Total Minutes in Month − Unavailable Minutes) / Total Minutes in Month × 100

"Unavailable Minutes" means minutes during which more than 5% of valid requests to the covered endpoints, measured at the platform edge and aggregated over rolling one-minute windows, return HTTP 5xx errors or fail to respond within the published timeout, for reasons attributable to Paybyrd and not falling within the Exclusions below.

Planned maintenance

Planned maintenance is excluded from the availability calculation, provided that it is announced on the status page at least seven (7) days in advance and that the total duration of planned maintenance in any calendar month does not exceed four (4) hours. Maintenance windows are scheduled outside peak merchant hours wherever feasible.

If monthly availability falls below the committed level, the merchant is entitled to a service credit against the next invoice, calculated as a percentage of the monthly fees for the affected service:

• Monthly availability < 99.999% and ≥ 99.99% — 10% credit
• Monthly availability < 99.99% and ≥ 99.95% — 25% credit
• Monthly availability < 99.95% — 50% credit

How to claim

Credit claims must be submitted in writing to sla@paybyrd.com within 30 days of the end of the month in which the shortfall occurred. Claims must identify the affected service and the period concerned; Paybyrd may request reasonable corroborating detail. Where the claim is valid, the credit is applied to the next invoice issued after validation. Service credits are the merchant's sole and exclusive financial remedy for availability shortfalls under this SLA.

When an incident affects production, the first task is to classify it. Severity governs pager behaviour, the cadence of communications and the escalation path.

Sev-1 — payments down or systemic

• Pager response: ≤ 15 minutes
• Initial status-page update: ≤ 30 minutes from detection
• Ongoing updates: at least hourly until resolved
• Post-mortem: published to the status page after resolution

Sev-2 — significant degradation

• Pager response: ≤ 1 hour
• Initial status-page update: ≤ 2 hours from detection
• Ongoing updates: every 4 hours until resolved

Sev-3 — single feature, merchant or partner degraded

• Response: ≤ 4 working hours
• Updates: by end of working day

Sev-4 — low impact, workaround available

• Response: next working day
• Tracked as a standard engineering ticket

Paybyrd offers plan-tiered support with consistent severity-based response targets.

Response targets by severity — all plans

• Sev-1 — first response ≤ 15 minutes
• Sev-2 — first response ≤ 1 hour
• Sev-3 — first response ≤ 4 working hours
• Sev-4 — first response next working day

Coverage hours

• Standard plan — support during merchant working hours (08:00–20:00 CET, Monday to Friday) for Sev-3 and Sev-4; 24/7 for Sev-1 and Sev-2.
• Business plan — extended support hours (07:00–23:00 CET, seven days a week) for Sev-3; 24/7 for Sev-1 and Sev-2.
• Enterprise plan — 24/7 support across all severities, named account engineer, dedicated Slack Connect channel and quarterly operational reviews.

Paybyrd maintains multiple parallel channels for SLA-relevant communication. Merchants should not need to guess where to look.

• Status page — status.paybyrd.com (planned; to be announced when live). Real-time incident status, scheduled maintenance and historical uptime metrics. Merchants can subscribe to email and webhook notifications per component.
• Email — help@paybyrd.com for all merchants and severities; sla@paybyrd.com for credit claims.
• Slack Connect — a dedicated shared channel is provided to Enterprise merchants for day-to-day operational contact and direct Sev-1 escalation.
• Phone bridge — for live Sev-1 incidents, a phone bridge is opened and bridge details are shared via the channels above.

The following do not count against Paybyrd's availability commitment or generate service credits:

• Planned maintenance that complies with the notice and duration limits in the Service availability section above.
• Force majeure — events beyond Paybyrd's reasonable control, including but not limited to natural disasters, armed conflict, civil unrest, generalised internet or DNS outages, and acts of a sovereign authority.
• Merchant-caused outages — including but not limited to invalid or revoked API credentials, misconfigured webhook endpoints, IP allow-list errors on the merchant's side, exhaustion of merchant-side rate limits, and failures of merchant infrastructure.
• Scheme Owner, Acquirer or upstream provider failures — outages or degradations at card schemes (for example Visa, Mastercard), acquirers, issuing banks, alternative-payment-method providers or other third-party processors outside Paybyrd's operational control.
• Beta, sandbox and non-production services — services expressly labelled as beta, preview or sandbox are excluded from this SLA.
• Changes requested by the merchant that cause the outage — for example, a merchant-requested configuration change that takes a production endpoint offline.