Service Level Agreement

1. Service Commitment

BillingMart is engineered for high reliability and resilient invoice processing. We commit to providing a Monthly Availability Percentage of at least 99.9% for our Covered Services during each calendar month.

2. Definitions

• "Covered Services" means the customer payment origin (pay.billingmart.com), the client portal, and the public REST v1 API (api.billingmart.com/v1/*).
• "Downtime" means a continuous period of more than five consecutive minutes during which the Covered Services fail to respond to valid HTTP requests or return a system error code (HTTP status 5xx), as determined by our synthetic monitoring probes.
• "Monthly Availability Percentage" is calculated as:
  (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100%

3. Availability Measurement and Synthetic Monitoring

Availability is monitored continuously using automated, multi-region synthetic health checks that execute transactions and probe endpoints every 60 seconds from multiple independent cloud zones.

System status, incident history, and scheduled maintenance notices are published on our operational status dashboard.

4. Scheduled Maintenance Windows

To deploy software upgrades, security patches, and database optimizations, we may periodically conduct scheduled maintenance:

• We will provide at least 48 hours’ advance electronic notice for scheduled maintenance anticipated to affect service availability.
• Maintenance windows are scheduled during low-volume periods (typically weekends between 01:00 and 05:00 UTC).
• Downtime resulting from announced scheduled maintenance is excluded from Monthly Availability calculations.

5. Service Credit Schedule

If our Monthly Availability Percentage falls below 99.9% in a given billing cycle, service credits will be issued according to the following schedule:

Service Credits are applied against your next invoice and are non-refundable and non-transferable.

6. SLA Exclusions

The service commitment does not apply to any downtime or unavailability:

• Caused by factors outside our reasonable control, including force majeure events, widespread internet access disruptions, or carrier routing failures.
• Resulting from outages or scheduled maintenance at external payment gateways (such as TranzPay) or banking settlement networks.
• Resulting from Customer’s equipment, network, third-party software, or invalid API credentials.
• Attributable to account suspension or termination enforced in accordance with our Acceptable Use Policy.

7. Credit Request and Claim Procedures

To submit an SLA claim, you must email support@billingmart.com within thirty (30) days of the end of the calendar month in which the downtime occurred.

Your claim must include the dates, times, and affected business workspace identifiers, together with any logs or documentation demonstrating the incident. If confirmed by our telemetry, credit will be applied to your subsequent billing statement.