Generic Service Level Agreements

This document defines the acceptable and unacceptable service levels, the indicators associated with these service levels, and actions to be taken in specific circumstances.

SLA Definitions

Incident Resolution

Service Performance and Availability SLA Table

Service Credits

• Service credits is the sole remedy available.
• The SLAs are assessed at the end of the month.
• The assessment report shall be shared by the end of 15th business day of every month (or by the end of following business day if the 15th day of the month is a not a business day) for the previous month (assessment month).
• For the sake of computation of recurrence of an incident, an incident opened/reopened within 24 hours will be deemed as the same incident and will be counted as one occurrence.
• It is agreed between the parties that during an incident the objective of the teams will be to expeditiously resolve the incident and make reasonable assessment of the severity and call for certain elevated incident response, the true severity of an incident will be assessed only during the RCA phase, post the resolution of the incident.
• Service level credits will only be applicable once the billing for the program goes live.
• The following table provides the service credit applicable for deviations in meeting the Production Incident Resolution of various levels of severity within a month as a percentage of the monthly interchange fees payable for that month.
• If a particular severity is not resolved within the defined time frame , then for every additional day the same amount of credit will be calculated as the original calculation For avoidance of doubt please see example- First time SLA missed for a Sev 0 will be 0.5%. If this is resolved in 4 days post resolution time total Credit will be 0.5%*4=2%.
• Total amount of credit under this SLA for any month will be capped at 10%.
• Adjustment will be done at the time of actual billing.

• The following table provides the service credit applicable for Service Performance and Availability SLA breaches for various operations described in the table provided above. All consecutive month SLAs are computed considering the months immediately preceding the assessment month. The specified service credit will be applicable if there is a Critical Threshold Breach within the same SLA Item across the consecutive preceding months to the assessment as specified below, as a percentage of the minimum interchange fees payable for that month.

Responsibilities of parties

• Zeta agrees that it will use its best effort to maintain service levels at SLA Threshold for each SLA Item.
• It is agreed between the parties that during an incident the objective of the teams will be to expeditiously resolve the incident and make reasonable assessment of the severity and call for certain elevated incident response.
• For the sake of computation of recurrence of an incident, an incident opened/reopened within 24 hours will be deemed as the same incident and will be counted as one occurrence.
• Zeta and Issuer shall appoint a SPOC for all matters related to the Zeta SAAS. Both entities follow the escalation matrix defined below in table A in appendix. This matrix may be revised from time to time.
• Any planned maintenance/Downtime has 1 week of notice. For Emergency changes minimum of 1 day notice will be provided over email.

Exclusions to the SLA commitments

• The SLA commitments are not applicable for services or in case of events not in control of Zeta as highlighted below.
• SLA breaches due to unrecoverable underlying infrastructure failure from hosting provider or any components, services, connections that are outside Zeta’s control. Examples:
  • All or at least two availability zones of AWS go down in a region.
  • Any Force Majeure incidents that impact the accessibility of two or more operating locations of Zeta.
  • Any performance and SLA deviations due to targeted attacks on the platform by anyone or due to the breach of fair or projected usage patterns by Issuer or its customers.
    • Distributed Denial of Service attack originating from any server.
    • A customer uploading large or malformed files that impact order processing.
    • Sudden burst of requests (at least 3x greater than previously known volume for the time window) not in line with the previously known traffic patterns.

Appendix

Table A: Escalation Matrix

Zeta will share a detailed escalation matrix with the issuer on an official email address (or such reporting mechanism) provided by Issuer. Table B: Legend of technical acronyms used in the SLA: