The Services 0.5% Service Credit are and gained for each 1% At 99.9% uninterrupted available for [ ] under the specified at all times and available use Service Level for use 24/7/365(6) Performance Measure All Payment Gateway Services Transactions 0.5% Service Credit are processed gained for each 1% Processed 100% of the immediately [ ] under the specified – immediately time. POS/MPOS Service Level Terminal Performance Measure Transactions are processed at end of day Notification of 0.5% Service Credit Within five any issues or gained for each 1% minutes of At 99.9% incidents [ ] under the specified the issue or at all times affecting Service Level incident service Performance Measure Notified Details of card within 24 2% Service Credit BIN ranges and hours of gained for each 1% numbers in At least 99.9% being [ ] the specified operation are at all times provided by Service Level notified to the the Card Performance Measure Customer Schemes When the Customer submits a Gross payment 2% Service Credit file, Confirmed gained for each 1% confirmation of 100% of the within one [ ] under the specified the number of time hour Service Level Transactions Performance Measure and total Gross value of the file shall be confirmed
The Services are uninterrupted and available for use and available for use 24/7/365(6) At 99.9% at all times [ ] 0.5% Service Credit gained for each 1% under the specified Service Level Performance Measure All Payment Gateway Services Transactions are processed immediately – POS/MPOS Terminal Transactions are processed at end of day Processed immediately 100% of the time. [ ] 0.5% Service Credit gained for each 1% under the specified Service Level Performance Measure Notification of any issues or incidents affecting service Within five minutes of the issue or incident At 99.9% at all times [ ] 0.5% Service Credit gained for each 1% under the specified Service Level Performance Measure Details of card BIN ranges and numbers in operation are notified to the Customer Notified within 24 hours of being provided by the Card Schemes At least 99.9% at all times [ ] 2% Service Credit gained for each 1% the specified Service Level Performance Measure When the Customer submits a Gross payment file, confirmation of the number of Transactions and total Gross value of the file shall be confirmed Confirmed within one hour 100% of the time [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure
ANNEX%20B%20%20-%20TEMPLATE%20ORDER%20FORM%20%26%20CALL%20OFF%20TERMS%20%282%29.docx