Contractual SLA
Service level guaranteed upon contract signature. Availability, support, backups and penalties expressed as binding figures.
Effective date
This commitment takes effect upon signature of the service contract between Inopay and the production client. This document is authoritative in case of dispute over the service scope.
Key indicators
Commitments measured as monthly average, excluding planned maintenance windows.
REST API, routing engine and webhooks delivery. Measured as monthly average, excluding planned maintenance announced 7 days in advance.
Maximum service-restoration delay after a major incident. Automatic failover to secondary datacenter.
Maximum data loss in case of disaster. Postgres snapshots and audit logs replicated near real time.
Measured outside the client geographic region. Production target once the client is under sustained load.
Support
Three response tiers based on severity.
Service unavailable or financial loss. Dedicated email, escalation to on-call engineering, hourly status updates.
Feature degraded but global service operational. First analysis within 24h, action plan communicated.
Help request or documentation clarification. Integration team reply within the indicated window.
Availability penalties
Service credits applied to the next month's invoice. Cumulative with any contractual penalties.
| Disponibilité | Crédit | Détail |
|---|---|---|
≥ 99.9% | 0% | Commitment met. No credit due. |
99.0% to 99.89% | 10% credit | Credit applied to the next month's invoice. |
95.0% to 98.99% | 25% credit | Detailed post-mortem delivered within 15 days. |
< 95.0% | 50% credit + termination right | The client may terminate without notice and obtain a refund of pre-paid services. |
Exclusions
Cases where the SLA does not apply. Documented up front, enforceable on post-mortem.
Planned maintenance announced 7 days in advance, capped at 4h per month.
Unavailability of an explicitly-listed third-party service: partner SGI, telecom operator, correspondent bank, public registry.
Force majeure, massive DDoS attack, underlying cloud-infrastructure failure, regulator-mandated interruption.
Use beyond contractual quota or breach of documented rate-limit caps.
Incidents caused by client-side mis-integration (compromised key, ignored webhook signature).
Evidence and calculation
Availability is measured by our third-party monitoring (Better Stack or equivalent), cross-checked against internal monitoring. In case of disagreement, the third-party report is authoritative. Monthly SLA reports are emailed to the client CIO on the 5th of the following month.
A specific SLA for your deployment?
For white-label production deployments we tailor the SLA to volume, covered markets and criticality.