Issued by Krepling Inc.
Effective Date: 20th June 2025
This Service Level Agreement (“SLA”) defines the expected levels of availability, support, and performance for Krepling Pay. It establishes Krepling Inc.’s (“Krepling”) obligations to its merchants and provides remedies if service commitments are not met.
What This Means:
This document sets clear expectations for Krepling Pay’s uptime, response times, and what happens if those aren’t met.
This SLA applies to:
All merchants using Krepling Pay in production
All services provided directly by Krepling (not third-party vendors)
Systems supporting payment processing, merchant dashboard, APIs, and tokenization
What This Means:
This SLA covers the core features of Krepling Pay that your business relies on daily.
Krepling Pay commits to:
99.9% monthly uptime for all production services
Excludes scheduled maintenance with prior notice
Uptime is measured across a calendar month
What This Means:
Our system will be online and working 99.9% of the time each month.
Maintenance windows will be communicated at least 48 hours in advance
Maintenance is generally performed during off-peak hours
No more than 6 hours of scheduled maintenance per month
What This Means:
We’ll tell you before we take the system offline for updates.
| Severity | Description | Initial Response | Status Updates | Resolution Target |
|---|---|---|---|---|
| Critical | Complete outage or payment failures | 15 minutes | Every 30 mins | 4 hours |
| High | Partial service degradation | 1 hour | Every 2 hours | 12 hours |
| Medium | Non-urgent but affecting merchant functions | 4 hours | Daily | 2 business days |
| Low | Cosmetic or minor issues | 1 business day | As needed | As agreed |
What This Means:
We act fast when there’s a problem. The more serious the issue, the quicker our response.
Standard support hours: Monday–Friday, 9am–5pm ET
Support channels: Email, phone, social, ticketing system, and live chat (for eligible plans)
What This Means:
You can reach us any time for critical issues and during business hours for everything else.
Krepling Pay aims to:
Process transactions with a 95% response time under 4 seconds
Ensure 99% of API calls respond in under 500ms
Settle payouts to merchants within the timeframes defined in their account terms (typically T+2 business days)
What This Means:
Our system is designed to be fast and reliable for both you and your customers.
If monthly uptime falls below 99.9%, the following credits may apply:
| Monthly Uptime | Credit Issued |
| 99.0% – 99.89% | 10% of monthly fees |
| 98.0% – 98.99% | 25% of monthly fees |
| < 98.0% | 50% of monthly fees |
Credits must be requested within 30 days of the end of the month where the SLA was missed.
What This Means:
If we don’t meet our uptime promise, you may be eligible for partial refunds.
This SLA does not apply to:
Issues caused by third-party services, merchant hardware, or networks
Downtime due to scheduled maintenance with proper notice
Force majeure events (e.g., natural disasters, widespread internet outages)
What This Means:
We’re not responsible for problems outside our control, like internet failures or vendor outages.
To receive SLA benefits, merchants must:
Maintain proper integration per Krepling’s documentation
Keep contact information up to date
Report outages or errors promptly through official support channels
What This Means:
You must also do your part to keep things running smoothly and report issues correctly.
This SLA is reviewed annually. Krepling reserves the right to update this policy. Merchants will be notified of material changes at least 30 days in advance.
What This Means:
We’ll inform you if we change anything major in this policy.
For SLA questions or service issues, contact:
Email: support@krepling.com
What This Means:
Reach out to our team if you have questions about uptime or performance.
