This Service Level Agreement ("SLA") describes SaveCash's ("SaveCash," "we," "us," or "our") commitments regarding service availability, performance, and support for our services. This SLA is incorporated into and forms part of our Terms of Service.

1. Service Availability Commitment

1.1 Uptime Targets

SaveCash is committed to maintaining high service availability. Our target service availability is:

• Core Payment Services: 99.9% uptime (approximately 8.76 hours of downtime per year)
• API Services: 99.95% uptime (approximately 4.38 hours of downtime per year)
• Dashboard and User Interface: 99.5% uptime (approximately 43.8 hours of downtime per year)
• Mobile Applications: 99.0% uptime (approximately 87.6 hours of downtime per year, excluding user device issues)

1.2 Scheduled Maintenance

Scheduled maintenance windows are excluded from uptime calculations. We will:

• Provide at least 48 hours notice for planned maintenance
• Conduct maintenance during low-usage periods when possible
• Keep scheduled maintenance to under 4 hours per month
• Use rolling deployments to minimize service impact

1.3 Emergency Maintenance

We may perform emergency maintenance without advance notice to address critical security issues or prevent service degradation. Emergency maintenance time is excluded from uptime calculations.

2. Performance Metrics

2.1 API Response Times

SaveCash commits to the following API performance targets:

• Payment Processing API: 95th percentile response time under 500ms
• Data Retrieval API: 95th percentile response time under 200ms
• Webhook Delivery: 99% of webhooks delivered within 5 seconds
• Authentication API: 95th percentile response time under 300ms

2.2 Transaction Processing

• Payment Authorization: Real-time processing (typically under 2 seconds)
• Payment Settlement: Next business day for standard transactions
• Refund Processing: 3-5 business days to original payment method
• Payout Processing: 1-2 business days to bank accounts

3. Support Response Times

3.1 Support Tiers

SaveCash provides different support levels based on your service tier:

3.2 Severity Classifications

• Critical (P1): Complete service outage or inability to process payments - Response within 1 hour
• High (P2): Significant functionality degraded - Response within 4 hours
• Medium (P3): Partial functionality impacted - Response within 24 hours
• Low (P4): Minor issues or feature requests - Response within 72 hours

4. Service Credits

4.1 Credit Eligibility

If SaveCash fails to meet the uptime commitments specified above due to factors within our reasonable control, you may be eligible for service credits. Service credits are not available for:

• Issues caused by your systems, networks, or third-party services
• Scheduled or emergency maintenance
• Force majeure events
• Your violation of our Terms of Service
• Issues resulting from your misuse of our services
• Beta or experimental features

4.2 Credit Calculation

Service credits are calculated as a percentage of your monthly service fees:

• 99.0% - 99.9% uptime: 10% credit
• 95.0% - 99.0% uptime: 25% credit
• Below 95.0% uptime: 50% credit

4.3 Credit Request Process

To request a service credit:

1. Submit a request within 30 days of the incident
2. Provide details of the incident and affected timeframe
3. We will review and respond within 10 business days
4. Credits will be applied to your next billing cycle

5. Data Security and Backup

5.1 Data Backup

• Backup Frequency: Daily automated backups of all customer data
• Backup Retention: 30 days of daily backups, plus monthly backups retained for 12 months
• Backup Testing: Monthly restoration testing to ensure backup integrity
• Geographic Redundancy: Backups stored in multiple geographic locations

5.2 Disaster Recovery

• Recovery Time Objective (RTO): 4 hours for critical systems
• Recovery Point Objective (RPO): Maximum 1 hour of data loss
• Disaster Recovery Testing: Quarterly DR drills and testing
• Business Continuity Plan: Comprehensive BCP updated annually

6. Monitoring and Reporting

6.1 Service Status

SaveCash maintains a public status page at /status showing:

• Real-time service status
• Incident history and resolutions
• Planned maintenance windows
• Performance metrics

6.2 Monthly Reports

Enterprise customers receive monthly service performance reports including:

• Uptime statistics
• API performance metrics
• Incident summaries
• Service credit calculations (if applicable)

7. Limitations and Exclusions

This SLA does not cover:

• Issues caused by third-party services or integrations
• Network issues outside of SaveCash's control
• User device or browser compatibility issues
• Issues related to your account configuration or usage
• Beta, experimental, or preview features
• Services explicitly marked as "best effort"

8. Universal Legal Shield Provisions

Service Credits as Sole Remedy

EXCLUSIVE REMEDY: Your sole and exclusive remedy for any failure to meet the service level commitments set forth in this SLA shall be the service credits described in Section 4. Service credits are the exclusive remedy for any service level failures, and you waive any right to seek any other form of relief, including monetary damages, injunctive relief, or termination rights, for such failures.

Limitation of Liability

To the maximum extent permitted by law, SaveCash ("SaveCash," "we," "us," or "our") and its affiliates, officers, employees, agents, suppliers, and licensors shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or any loss of profits, data, goodwill, or other intangible losses, arising out of or relating to service availability, performance, or any SLA commitments, regardless of legal theory, even if SaveCash has been advised of the possibility of such damages.

SaveCash's total cumulative liability for any claim arising from or relating to this SLA or service performance shall not exceed the greater of: (a) the amount you paid to use the Services during the six-month period preceding the claim; or (b) one hundred U.S. dollars (US $100).

Disclaimer of Warranties

The Services are provided on an "AS IS" and "AS AVAILABLE" basis without warranties of any kind, express or implied. SaveCash disclaims all warranties, including any implied warranties of merchantability, fitness for a particular purpose, quiet enjoyment, non-infringement, and any warranties arising out of course of dealing or usage of trade. No advice or information obtained from SaveCash shall create any warranty not expressly stated herein.

Indemnification

You agree to defend, indemnify, and hold harmless SaveCash and its affiliates, directors, officers, employees, and agents from and against any claims, damages, liabilities, costs, and expenses (including reasonable attorneys' fees) arising from or related to your use of the Services, violation of this SLA, or violation of our Terms of Service.

Governing Law and Dispute Resolution

This SLA and any dispute arising hereunder shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law principles.

Any dispute, claim, or controversy arising from or relating to this SLA or the Services shall be resolved exclusively through binding arbitration under the rules of JAMS (or, if JAMS is unavailable, the American Arbitration Association) in San Francisco County, California, United States. The language of arbitration shall be English. You waive any right to participate in a class action, representative action, or jury trial.

Force Majeure

SaveCash shall not be liable for any failure or delay in performance caused by circumstances beyond its reasonable control, including but not limited to natural disasters, acts of God, war, terrorism, labor conditions, Internet failures, cyberattacks, government actions, changes in laws or regulations, or any other cause beyond SaveCash's reasonable control. Service level commitments are suspended during force majeure events.

Severability and Survival

If any provision of this SLA is found invalid, illegal, or unenforceable, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect. All provisions that by their nature should survive termination shall survive, including warranty disclaimers, indemnity, limitations of liability, and dispute resolution provisions.

Entire Agreement and No Waiver

This SLA, together with our Terms of Service, Privacy Policy, and other referenced policies, constitutes the entire agreement between you and SaveCash regarding service levels and supersedes any prior agreements. Failure by SaveCash to enforce any right or provision shall not be deemed a waiver of such right or provision.

9. SLA Modifications

SaveCash reserves the right to modify this SLA from time to time by posting an updated version on this page. Material changes will be communicated with at least 30 days notice. Continued use of our services after changes constitutes acceptance of the modified SLA.

10. Contact Information

For questions about this SLA or to request service credits:

11. Related Documents

This SLA is part of our comprehensive legal framework. Please also review:

• Terms of Service
• Data Processing Agreement
• Acceptable Use Policy
• Security Policy