MONEI Compute Service Level Agreement

This MONEI Compute Service Level Agreement (this “SLA”) is a policy governing the use of the Included Services (listed below) and applies separately to each account using the Included Services. In the event of a conflict between the terms of this SLA and the terms of the digitally signed contract by the “merchant” & MONEI or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

Included Services:

  • MONEI Dashboard
  • MONEI REST API
  • MONEI GraphQL API

Upon Consumer agreement to MONEI Terms, MONEI secures and protects the cardholder data according to the currently applicable PCI standard for the life of the data needing to be retained. MONEI acknowledges these responsibilities as being the organization responsible for ensuring the safe handling and storage of sensitive customer credit card information and data for the MONEI services.

SLAs

MONEI will use commercially reasonable efforts to make each Included Service available for each MONEI account with a Monthly Uptime Percentage of at least 99.99%, in each case during any monthly billing cycle. In the event any of the Included Services do not meet the account SLA, you will be eligible to receive a Service Credit as described below.

Monthly Uptime Percentage: Less than 99.99% but equal to or greater than 99.0% --> 10% Service Credit Percentage

Monthly Uptime Percentage: Less than 99.00% but equal to or greater than 95.0% --> 30% Service Credit Percentage

Monthly Uptime Percentage: Less than 95% --> 100% Service Credit Percentage

SLA Credits

Service Credits are calculated as a percentage of the weekly bill (excluding one-time payments such as upfront payments made for buying a POS or QR Stickers pack) for the individual Included Service in the affected MONEI account that did not meet the SLA.

We will apply any Service Credits only against future payments for the applicable Included Service otherwise due from you. At our discretion, we may issue the Service Credit to the IBAN you used to pay for the billing cycle in which the Unavailability occurred. Service Credits will not entitle you to any refund or other payment from MONEI. A Service Credit will be applicable and issued only if the credit amount for the applicable weekly billing cycle is greater than one dollar (€1 EUR). Service Credits may not be transferred or applied to any other account.

MONEI SLA Exclusions

The SLA does not apply to any unavailability, suspension or termination of an Included Service, or any other Included Service performance issues, directly or indirectly: (i) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the applicable Included Service; (ii) that result from any actions or inactions of you or any third party, including failure to acknowledge a recovery volume or respond to resource health concerns; (iii) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or (iv) arising from our suspension or termination of your right to use the applicable Included Service in accordance with the Agreement (collectively, the “MONEI SLA Exclusions”). If availability is impacted by factors other than those used in our Weekly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

MONEI Terms of Service are available here.