Service level agreement

During the term of an Agreement that includes this SLA, Paycux would target a Monthly Uptime Percentage for the “Covered Services” named in that Subscriber’s plan. If Paycux misses that target and the Subscriber has met its own obligations under this SLA, the Subscriber would be eligible for the Service Credits set out in its Order Form.

• Covered Service — any service Paycux has agreed to cover under the Subscriber’s plan.
• Valid Request — a request to a Covered Service that matches Paycux’s documentation and would normally get a non-error response. Repeated identical requests count once.
• Downtime — an error rate above the threshold set in the Order Form for a Covered Service, sustained over a Downtime Period.
• Monthly Uptime Percentage — total minutes in a month, minus Downtime minutes, divided by total minutes in that month.
• Service Credits — a percentage of that month’s billing applied to a future invoice when the Monthly Uptime Percentage falls below the target in the Order Form. The percentages themselves are set per contract, not on this page.

To receive a Service Credit, a Subscriber would need to notify Paycux support within the calendar month following the Downtime, with the dates and times affected. If there is a dispute about the Monthly Uptime Percentage, Paycux would resolve it in good faith using its own system logs and monitoring, and may ask the Subscriber for supporting logs of its own.

This SLA would not apply to:

• Non-production environments, such as staging or sandbox.
• Features marked alpha, beta or preview, unless otherwise agreed in writing.
• Usage that places an unreasonable load on Paycux infrastructure without prior written approval.
• Downtime caused by a suspension permitted under the Terms of Service, or by a court or government order.
• Issues outside Paycux's control — third-party identity providers, a Subscriber's own infrastructure, or force-majeure events.
• Planned maintenance announced at least 15 days in advance, or emergency maintenance needed to address a security issue.

Unless the Agreement says otherwise, a Subscriber’s sole remedy for Downtime under this SLA is the Service Credit described above.

Questions about this SLA can be sent to legal@paycux.com.