Service Level Agreements

PDI Payment Services Service Level Addendum

PDI Home PDI Service Level Agreements PDI Payment Services Service Level Addendum

This Service Level Addendum (“SLA”) is incorporated by reference into the Payment Platform Addendum (the “Addendum”) and governs the provision of the PDI Payment Services by PDI to Customer pursuant to the Addendum.  All capitalized terms not defined herein shall have the meaning given to them in the Addendum.  

  1. Definitions. The terms below have the following meanings when used in this Addendum. 
  1. “Availability” is defined numerically in Section 2 below.
  2. “Downtime” means the total number of minutes that the Payment Services is not available to Customer, except for any Permitted Downtime.  
  3. “Emergency Maintenance” means instances where PDI needs to interrupt services without notice in order to protect the integrity of the services due to security issues or other similar issues. 
  4. “Permitted Downtime” means any period of time in which the Payment Services is not available to Customer due to any of the following: (i) Scheduled Maintenance, (ii) Emergency Maintenance, (iii) Customer’s own Internet services provider, (iv) any failure with Customer’s own hardware, software or network, (v) Customer’s acts or omissions in violation of the Parties’ agreement applicable to Payment Services, or (vi) other circumstances beyond PDI’s reasonable control.  
  5. “Scheduled Maintenance” means the time period during which the covered service may not be available each month so that PDI can perform routine maintenance, preventative maintenance, and planned updates to maximize performance, which PDI shall schedule to the extent practicable during Tuesdays and Wednesdays from 9:00 PM to 6:00 AM Eastern Time for non-transaction processing and Tuesdays and Wednesdays from 12:00 AM to 4:00 AM Eastern Time for transaction processing. 
  1. Payment Services Availability.
  1. Standards.  The Payment Services will be available 24 hours a day, 7 days a week in accordance with the following Availability Service Level: 
System Availability MeasureAvailability Service Level
Service monthly uptime (“Availability”)99.5%*
*Excludes Permitted Downtime  
  1. Failure to Achieve Availability Standards.  Subject to the exceptions herein, and as Customer’s sole remedy in connection with any failure by PDI to meet its Service Level obligation, Customer shall have the rights set forth below with respect to a failure of PDI to meet the Service Levels. In the event the average Availability is less than   99.5% for any three (3) months during a six (6) month period, Customer shall have the right to (i) terminate this Agreement without penalty and without further payment obligations, or (ii) allow PDI a remedy period as defined and deemed acceptable by both parties.