Service Level Agreement

1. Uptime Commitment

Payment Recovery System will use commercially reasonable efforts to make the Covered Services available at least 99.9% of the time in each calendar month.

Covered Services means: the web dashboard, the public API, the hosted card-update page at /pay, the Stripe webhook receiver, and the scheduled jobs that process retries and send recovery email.

99.9% permits approximately 43 minutes of unavailability in a 30-day month.

2. How Availability Is Measured

Monthly Uptime Percentage is calculated for each calendar month as:

Downtime means a period of five or more consecutive minutes during which a Covered Service returns an error to, or fails to respond to, valid requests — measured from our monitoring at the application edge. Periods shorter than five consecutive minutes do not count toward Downtime.

Degraded performance that does not prevent the Covered Service from responding is not Downtime. Delay of an asynchronous job — a retry attempt or a queued email — is treated as Downtime only where the delay exceeds four hours beyond its scheduled execution time.

3. Excluded Downtime

The following do not count as Downtime:

• Scheduled maintenance announced at least 48 hours in advance (Section 8);
• Emergency maintenance required to address a security vulnerability or imminent data-loss risk;
• Third-party failureoutside our control — including outages at Stripe, our email provider, our AI provider, DNS, or the public internet. We depend on Stripe entirely; if Stripe’s API is down, no retry can be attempted by anyone;
• Your side— your network, your revoked or expired Stripe connection, your misconfiguration, your invalid API requests, or exceeding your plan’s documented rate limits;
• Suspension of your account under the Acceptable Use Policy or for non-payment;
• Force majeure — events beyond our reasonable control, including natural disaster, war, civil unrest, government action, labour dispute, and widespread internet or utility failure. Florida hurricane season is a real operational risk for a Florida-operated business, and it falls here;
• Beta or preview features, which are provided without any SLA.

4. Service Credits

If we miss the commitment in a calendar month, you may claim a credit against a future invoice:

Credits are calculated against the fee for the affected month, are applied to a future invoice, and are not refundable in cash. Total credits in any month will not exceed 100% of that month’s fee. Annual-plan credits are calculated against one twelfth of the annual fee.

5. Claiming a Credit

Credits are not automatic. To claim, email support@paymentrecoverysystem.com with the subject “SLA Credit Request” within 30 days of the end of the affected month, including:

• Your account email;
• The dates and times of each incident;
• Any logs, error responses, or monitoring output showing the failed requests.

We respond within 10 business days. Claims made after the 30-day window are not eligible. You must have paid all invoices due at the time of the claim.

6. Sole Remedy

Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment. This does not limit your right to terminate under the Terms of Service, and nothing here limits liability that cannot be limited under applicable law.

In particular — and this is the point most often misunderstood about a dunning product — we do not compensate for revenue you did not recover during an outage. Recovery outcomes depend on card issuers, customer behaviour, and Stripe. See Section 9 of the Terms and our Disclaimer.

7. Support Response Targets

These are targets for first responseduring business hours (Monday to Friday, 9am–6pm US Eastern, excluding public holidays). They are not resolution times, and they are commitments of effort rather than SLA-credit-bearing obligations.

Security incidents are triaged immediately regardless of plan — see the Security page.

8. Maintenance

Scheduled maintenance is announced by email and in-app at least 48 hours in advance and is scheduled outside US business hours wherever possible. We aim to keep total scheduled maintenance under 4 hours per month.

Emergency maintenance may be performed without notice where required to protect security or prevent data loss. We will notify you as soon as practicable afterwards.

Retry and email jobs missed during maintenance are queued and executed after the window, not skipped.

9. What This SLA Does Not Cover

• Free trials and any free tier;
• Accounts in arrears or under suspension;
• Beta, preview, and experimental features;
• The AI email-generation feature’s availability, which depends on a third-party model provider;
• Email deliverability — inbox placement is decided by mailbox providers, not by us. See the Anti-Spam Policy;
• Any recovery-rate, open-rate, or revenue outcome. This SLA covers availability only.

10. Changes

We may update this SLA. Changes that materially reduce the commitment or the credit schedule take effect no earlier than 30 days after email notice to account owners, and not before the end of your current paid term.

11. Contact