SLA and incident support

PayStar provides a 99.5% service availability SLA, backed by financial responsibility if the SLA is not met. The agreement defines the covered services, measurement period and rules, exclusions and compensation process.

Compensation takes the form of service credits applied against PayStar service charges in subsequent billing periods. The amount depends on the nature of the breach and its impact on the customer's operations.

An interruption of payment processing caused by a failure in PayStar's technical layer and unavailable reporting have different business impacts. They carry different levels of financial responsibility. The agreement sets out the applicable compensation conditions and amounts.

The SLA covers the availability of the agreed PayStar services. Payment approval decisions, processing and settlement remain the PSP's responsibility under its agreement with the customer.

By default, PayStar's monitoring system is the primary source of availability and outage-duration data. Its records form the basis of incident investigation and SLA calculations.

We notify the customer in the agreed working chat of every outage affecting their services. In the same chat, we share progress updates and the current estimate for service restoration. We refine the estimate as the investigation progresses; if the timing is not yet known, we say so.

If a customer's observations differ from the monitoring data, we review the evidence provided and investigate the discrepancy. Useful details include the event time and time zone, a description of the issue and transaction identifiers where available.

Incidents are handled 24/7, including weekends and public holidays. Incident handling is free of charge: it incurs no additional fee and does not consume the standard support-hour allowance.

This arrangement operates separately from the regular support schedule. Work is prioritised according to the incident's impact on the service and the customer's operations.

You can message the agreed working chat or call your PayStar manager to report an incident.

Explain what happened, when the problem began and which operations are affected. Include available identifiers and error examples, without sharing passwords, access keys or full payment credentials. If some details are not yet available, report the issue with the information you have and add the rest during the investigation.

The agreement with PayStar sets out the full SLA terms, responsibility boundaries and service-credit process.