Service Level Agreement

1. Introduction

This Service Level Agreement (“SLA”) is between Crypto Pay Link (“Service Provider”) and users of the Crypto Pay Link platform (“Users”). This SLA outlines the expected service levels, transaction processing times, support availability, and other key performance metrics related to the Crypto Pay Link service.

2. Service Description

Crypto Pay Link provides a cryptocurrency payment solution that enables Users to create custom payment links, receive cryptocurrency payments, and have those payments verified and forwarded to their designated wallet addresses. The service operates across major EVM-compatible blockchain networks and charges a 1% service fee on processed transactions.

3. Transaction Processing

3.1 Payment Verification and Forwarding

Crypto Pay Link commits to the following standard processing times:

  • Initial Verification: All incoming payments will be verified by our support team within 12 hours of receipt.
  • Payment Forwarding: Once verified, payments will be forwarded to the User’s designated wallet address within the same 12-hour window from the time of receipt.
  • Typical Processing: While we allow up to 12 hours for processing, most transactions are verified and forwarded significantly faster during normal operating conditions.

3.2 Transaction Confirmation

  • The Crypto Pay Link platform will provide real-time notification when a payment is received in the Crypto Pay Link vault.
  • Users will receive notification when their payment has been verified and forwarded to their wallet.
  • A detailed transaction record will be maintained in the User’s dashboard, including timestamp, amount, service fee, and transaction hash.

4. Platform Availability

4.1 Uptime Commitment

Crypto Pay Link commits to a platform availability of 99.5% measured on a monthly basis, excluding scheduled maintenance.

4.2 Scheduled Maintenance

  • Routine maintenance will be scheduled during low-traffic periods and announced at least 48 hours in advance via email and platform notifications.
  • Emergency maintenance may be performed without prior notice if necessary to maintain security or service integrity.

4.3 Monitoring

Crypto Pay Link continuously monitors platform performance and blockchain network status to ensure optimal service delivery.

5. Customer Support

5.1 Support Availability

  • Standard Support Hours: Monday through Friday, 9:00 AM to 6:00 PM UTC, excluding major holidays.
  • Response Time: Support inquiries received during standard support hours will receive an initial response within 8 business hours.
  • Emergency Support: For critical issues affecting payment processing, support is available 24/7 with a target response time of 4 hours.

5.2 Support Channels

  • Email Support: Available through [email protected]
  • In-Platform Support: Available through the support request form in the User dashboard
  • Knowledge Base: Self-service support resources available 24/7

6. Security Measures

6.1 Transaction Security

  • All transactions are processed through a secure vault system before forwarding to User wallets.
  • Verification procedures are in place to detect and prevent fraudulent transactions.
  • Regular security audits are conducted on the platform infrastructure.

6.2 Data Protection

  • User data is encrypted at rest and in transit.
  • Personal information is handled in accordance with our Privacy Policy.
  • We implement industry-standard security protocols to protect User information.

7. Service Credits and Compensation

7.1 Delayed Transactions

If Crypto Pay Link fails to forward a verified payment within the promised 12-hour window:

  • For delays exceeding 12 hours but less than 24 hours: 25% refund of the service fee for the affected transaction.
  • For delays exceeding 24 hours: 100% refund of the service fee for the affected transaction.

7.2 Platform Downtime

If monthly uptime falls below 99.5%:

  • 95% – 99.4% availability: 10% discount on service fees for the following month.
  • Below 95% availability: 25% discount on service fees for the following month.

7.3 Claiming Service Credits

  • Users must submit claims for service credits within 30 days of the incident.
  • Claims must include transaction IDs, timestamps, and description of the service failure.
  • Credits will be applied to future transactions or refunded to the User’s designated wallet.

8. Force Majeure

Crypto Pay Link shall not be liable for service disruptions caused by:

  • Blockchain network congestion, failures, or forks
  • Internet service provider outages
  • Natural disasters, acts of war, or other events beyond reasonable control
  • Actions by regulatory authorities that restrict cryptocurrency operations
  • Security incidents or attacks that could not have been prevented by reasonable security measures

9. Modifications to SLA

Crypto Pay Link reserves the right to modify this SLA with 30 days prior notice to Users. Continued use of the service after modifications take effect constitutes acceptance of the revised SLA.

10. Service Termination

Crypto Pay Link reserves the right to terminate service to Users who:

  • Violate the Terms of Service
  • Use the platform for illegal activities
  • Attempt to circumvent the platform’s security measures
  • Fail to provide accurate information necessary for KYC/AML compliance

11. Contact Information

For questions regarding this SLA or to report service issues:

  • Email: [email protected]
  • Support Form: Available in the User dashboard
  • Business Hours: Monday through Friday, 9:00 AM to 6:00 PM UTC

12. Acceptance

By using the Crypto Pay Link service, Users acknowledge that they have read, understood, and agree to the terms of this Service Level Agreement.

Last Updated: March 11, 2025