1. Purpose
This SLA defines the level of service that Bayarcash will provide to its merchants, establishes responsibilities, and sets expectations for service performance, support, and issue resolution.
2. Scope
This SLA applies to all merchants using Bayarcash payment processing, transaction services, or related platforms.
3. Roles & Responsibilities
| Party | Responsibilities |
|---|---|
| Bayarcash | - Provide secure, reliable, and compliant payment processing services. - Monitor service performance and availability. - Respond to incidents and support requests within defined timelines. - Communicate updates, maintenance schedules, and outages. |
| Merchant | - Provide accurate business and transaction information. - Comply with Bayarcash policies, regulations, and operational procedures. - Report issues, disputes, or anomalies promptly. - Maintain security of merchant accounts and credentials. |
4. Service Performance Metrics
| Service | Target Level | Measurement |
|---|---|---|
| Transaction Processing Availability | ≥ 99.5% uptime per month | System logs & monitoring reports |
| Transaction Settlement | Within 24 hours (or as agreed) | Settlement reports |
| Incident Response | High-priority: within 1 hour Medium-priority: within 4 hours Low-priority: within 24 hours | Support ticket tracking |
| Issue Resolution | High-priority: within 24 hours Medium-priority: within 48 hours Low-priority: within 5 business days | Support ticket tracking |
5. Support & Escalation
Support Channels
See the contact information at the bottom of this document.
Escalation Path
- Level 1: Customer Support Team - initial response and troubleshooting.
- Level 2: Merchant Operations Team - complex issues or unresolved Level 1 tickets.
- Level 3: Management / Technical Team - critical incidents or service outages.
6. Maintenance & Downtime
- Bayarcash will notify merchants at least 48 hours in advance for planned maintenance.
- Maintenance periods will be scheduled to minimize business impact (e.g., outside peak transaction hours).
- Unplanned downtime will be communicated promptly with updates until service is restored.
7. Security & Compliance
Bayarcash will:
- Ensure compliance with applicable laws, regulations, and industry standards (e.g., PCI DSS, AML/KYC).
- Protect merchant and customer data with encryption, access control, and monitoring.
- Notify merchants of any data breaches or security incidents affecting their account.
8. Reporting & Monitoring
- Monthly performance and settlement reports will be provided to merchants.
- Merchants may request additional reports with reasonable notice.
- Key performance metrics will be reviewed periodically to ensure SLA compliance.
9. Penalties & Remedies
- If Bayarcash fails to meet SLA targets, remedies may include:
- Service credits for transaction fees (as defined in individual agreements).
- Expedited support for unresolved issues.
- Continuous SLA breaches will be reviewed, and corrective action plans implemented.
10. Term & Termination
- This SLA remains effective as long as the merchant maintains an active account with Bayarcash.
- Either party may terminate the SLA according to terms defined in the Merchant Agreement.
11. Review & Updates
- This SLA will be reviewed annually or upon major changes to services or regulatory requirements.
- Updates will be communicated to all merchants in writing.
12. Acknowledgment
By using Bayarcash services, the merchant acknowledges and agrees to the terms outlined in this SLA.
Merchant Name : ________
Authorized Signatory : ________
Date : ________
Bayarcash Representative : ________
Date : ________
| compliance@bayarcash.com | |
| Address | PT 2499 Tingkat 1, Kampung Cherang, 15200 Kota Bharu, Kelantan |