Service Level Agreement

Support Availability

Paymenture will use commercially reasonable efforts to provide:

• platform support;
• API support;
• incident response; and
• operational assistance.

Target support availability:

• 24/7 monitoring;
• business-hours support for standard issues;
• priority escalation for critical incidents.

Platform Availability

Paymenture will use commercially reasonable efforts to maintain platform availability.

Availability excludes:

• scheduled maintenance;
• emergency maintenance;
• Force Majeure Events;
• third-party outages;
• blockchain disruptions;
• banking outages;
• telecommunications failures; and
• Service Provider interruptions.

Response Targets

Target response windows:

These are operational targets only and not guarantees.

Limitations

Paymenture does not guarantee:

• uninterrupted uptime;
• transaction completion;
• blockchain confirmation timing;
• settlement timing; or
• uninterrupted third-party provider availability.