Service Level Agreement

Service Level Agreement

Effective Date: 18th May, 2026

1. About this SLA

Pazy is built by DecentGrad Technologies Private Limited ("Pazy", "we", "our", "us"). Finance teams trust us to keep their invoices moving and their money on time — we take that seriously.

This Service Level Agreement ("SLA") sets out our commitments to you on platform uptime, support response, security, and what happens if we fall short. It applies to all customers using Pazy unless a separately signed agreement says otherwise, and should be read together with our Terms of Service and Privacy Policy.

2. Definitions

Term Meaning Business Day Monday to Friday, excluding national and public holidays in Karnataka, India. Business Hours 10:00 AM – 6:00 PM IST on a Business Day. Critical Hours (24x7) Round-the-clock on-call coverage for Priority 1 issues involving payments, banking integrations, or platform-wide outages. Downtime Periods when the platform is unavailable or has an error rate above 5% over a 5-minute window, excluding the events listed in Section 3. Customer Data All data uploaded to or generated within Pazy by the Customer — invoices, vendor records, banking details, and so on.

3. Service Availability

Uptime commitment: 99.9% per calendar month — approximately 43 minutes of permitted downtime.

What doesn't count as downtime

• Scheduled maintenance announced at least 48 hours in advance.

• Emergency maintenance for security or stability, with best-effort notice.

• Downtime caused by third-party service failures or other external dependencies beyond our control.

• Force majeure events (natural disasters, government action, nationwide outages, etc.).

• Issues caused by your equipment, network, browser, or unauthorised modifications.

• Suspensions due to violations of our Terms of Service or non-payment of fees.

4. Customer Support

4.1 Support hours

Standard Support: 10:00 AM – 6:00 PM IST, Monday to Friday (excluding national and public holidays in Karnataka).

On-Call Support (24x7): For Priority 1 issues involving payments, banking integrations, or platform-wide outages, our on-call team is available round the clock, including weekends and public holidays.

4.2 How to reach us

Channel Details Email customer-support@pazy.io

For SLA tracking, the official ticket timestamp is taken from the Support Portal or email. Slack and WhatsApp are great for quick conversations, but please raise an official ticket for any issue you want covered by this SLA.

4.3 Priority levels

We classify every ticket by business impact. The examples below are drawn from real situations we see at Pazy — use them to place your issue.

P1 — Critical

Definition Complete outage or critical functionality broken for all/most users, with no workaround and direct financial or compliance impact. Examples • Pazy platform is completely inaccessible or returning errors for all users.
• Payment processing or bank payout is failing across all banking integrations.
• Confirmed data loss, corruption, or unauthorised access to Customer Data.
• An invoice approval or payout is blocked and a statutory deadline (TDS, GST) is at immediate risk.
• Blocking error preventing a key customer from completing end-of-day reconciliation. Response Within 45–60 minutes (24x7 via on-call team) Resolution Target Fix or stable workaround within 6 Critical Hours. Hourly updates until resolved; written RCA within 5 Business Days.

P2 — High

Definition Significant functionality impaired or affecting multiple users; a workaround may exist but operations are materially disrupted. Examples • A specific bank integration (e.g. ICICI, HDFC, Axis) is down while others work.
• Sync issue, due to any error being prevalent from our end. Duplicate invoice detection is incorrectly flagging or letting duplicates through.
• An individual user can't log in (others on the same account are unaffected).
• Reports or exports not generating, or generating with incorrect data. Response Within 2 Business Hours Resolution Target 1–2 Business Days. Daily updates until resolved.

P3 — Medium

Definition Non-critical feature malfunction, or an issue affecting a small number of users with a stable workaround. Examples • Duplicate invoice detection is incorrectly flagging or letting duplicates through.
• Minor UI glitch — column not sorting, filter not retaining state.
• A dashboard widget loading slowly for one entity in a multi-entity setup.
• Email notifications delayed but still being delivered.
• Configuration question blocking a minor workflow. Response Within 4–6 Business Hours Resolution Target 3–4 Business Days.

P4 — Low

Definition General questions, feature requests, cosmetic issues — no operational impact. Examples • How-to questions on existing functionality.
• Feature enhancement requests (e.g. an extra column in an export).
• Documentation clarifications.
• Minor cosmetic issues (typos, alignment quirks on non-critical screens). Response Within 6–8 Business Hours Resolution Target 1 Business Week, or planned into the product roadmap (timeline will be provided for the same).

Note: Resolution times are targets, not absolute guarantees. Issues involving third-party banks or government APIs may need additional time. We'll keep you informed and escalate proactively if a target is at risk.

5. Service Credits

Failure to meet the monthly uptime commitment entitles you to Service Credits as a percentage of that month's subscription fee, per the terms outlined in the Master Service Agreement.

6. Maintenance & Communication

• Scheduled Maintenance: We will provide at least 48 hours advance notice via email for any planned maintenance activities.

• Emergency Maintenance: In cases of critical security vulnerabilities or stability issues, emergency maintenance may be performed with best-effort notice. Such emergency maintenance is excluded from downtime calculations.

7. Customer Responsibilities

To enable Pazy to meet these commitments, the Customer agrees to:

• Use the platform in line with documented procedures and our Terms of Service.

• Provide accurate, timely information when raising tickets — affected entity, error messages, screenshots.

• Keep authorised user access lists current and notify us of personnel changes.

• Maintain reasonable security on Customer-side systems (passwords, MFA, endpoint security).

• Cooperate on the investigation and resolution of issues, including providing reproduction steps where reasonably required.

8. SLA Modifications

• Pazy may update this SLA from time to time. Material changes will be communicated to existing customers at least 30 days in advance.

• Updates will be posted with a new "Last Updated" date. Continued use after the effective date constitutes acceptance.

9. Questions?

If anything in this SLA is unclear, or you'd like to discuss tailored terms for your organisation, we'd rather you ask:

Email: customer-support@pazy.io

— Team Pazy
DecentGrad Technologies Private Limited