Version: 1.2
Last updated: 22 December, 2025
This Service Level Agreement (“SLA”) describes Paymid’s service availability and support targets. This SLA is informational only and does not create binding guarantees, service credits, or remedies.
1. Definitions
“Availability” means the ability to access the Paymid platform and core functionalities, excluding Excluded Downtime.
“Excluded Downtime” means any unavailability resulting from:
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scheduled maintenance;
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PSP, acquirer, bank, or third-party service outages;
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force majeure events;
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internet, telecommunications, or infrastructure failures outside Paymid’s control;
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Client-side configuration, integration, or misuse.
2. Availability Target
2.1 Paymid targets 99.5% monthly Availability, measured on a calendar-month basis.
2.2 Availability is calculated excluding Excluded Downtime.
2.3 The Availability target is a performance objective, not a guarantee.
3. Scheduled Maintenance
3.1 Paymid may perform scheduled maintenance as reasonably required.
3.2 Where practicable, Paymid will provide advance notice of scheduled maintenance.
3.3 Scheduled maintenance does not count toward Availability calculations.
4. Support Services
4.1 Paymid provides technical and operational support in accordance with the Client’s selected support tier.
4.2 Support response times refer to initial acknowledgement, not resolution.
4.3 Support does not include:
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PSP dispute resolution;
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chargeback management;
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regulatory approvals;
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third-party service remediation.
5. Dependencies and Third-Party Services
5.1 The Services rely on third-party providers, including PSPs, hosting providers, and telecommunications networks.
5.2 Paymid is not responsible for the performance, availability, or actions of third-party services.
6. No Service Credits or Remedies
6.1 This SLA does not provide service credits, refunds, penalties, or financial remedies.
6.2 The Client’s sole remedies are those expressly set out in the Master Terms of Use.
7. Changes to the SLA
7.1 Paymid may update this SLA from time to time.
7.2 Continued use of the Services following an update constitutes acceptance of the revised SLA.