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Operational Service Level Agreements

This document defines the acceptable and unacceptable service levels, the indicators associated with these service levels, and actions to be taken in specific circumstances.

These SLAs (Service Level Agreements) are relevant only for startups. For enterprise SLAs contact our sales team at [email protected]

SLA Definitions and Interpretations

In this document, unless inconsistent with the subject or context, the following expressions shall have the meanings respectively assigned against them below

TermDefinition
Critical ThresholdThe values represent Issuer’s tolerable threshold service levels against the corresponding SLA Item. Service level deviation for an SLA Item beyond this threshold value shall give rise to an escalation.
Office HoursOffice hours are defined as 9 hours between 10:00 am to 7:00 pm during the 5 working days of a week, i.e. from Monday to Friday except for any public holidays.
Incident IntimationZeta will be deemed to be informed of an incident immediately upon receiving the same using any of the reporting mechanisms provided by Zeta
Incident IdentificationThe time it takes to identify, assess and ascertain the severity of an incident by Zeta
Incident ResponseA message sent to an official email address (or such reporting mechanism) provided by a Customer also referred to as a partner or a Virtual Banking Operator (VBO) will be deemed to be a Response
Incident ResolutionA message confirming a satisfactory resolution of the incident as solely determined by Zeta
Acknowledgment ResponseA message confirming severity level of incident sent to an official email address (or such reporting mechanism) provided by the partner/VBO
Acknowledgment Response TimeThe time interval between incident intimation and acknowledgment response.
Customer / PartnerA Fintech/Virtual Banking Operator who has taken up or has signed/committed to take Fusion as an offering from the Financial Institute (Bank), as more particularly defined in the MSA

Incident Resolution

Severity LevelDescriptionResponse & Resolution Time SLA
SEV-0The system is in a critical state and is actively impacting 100% of all requests including
  • Performing financial transactions AND
  • Opening of accounts AND
  • issuing of cards
  • Acknowledgement response time: Within 10 minutes from Incident Identification.
  • Resolution time: 1-2 Hrs from Incident Identification
  • Update Response Frequency: Every 30 minutes till Incident Resolution
  • RCA/PIR - 2 days after the Incident Identification however within 7 working days from Incident Identification
SEV-1The system is in a critical state and is actively impacting more than 80% of all requests including
  • Performing financial transactions OR
  • Opening of accounts OR
  • issuing of cards
  • Acknowledgement response Time: Within 30 minutes from Incident Identification.
  • Resolution time: 2-3 Hrs from Incident Identification
  • Update Frequency: Every 30 minutes till Incident Resolution
  • RCA/PIR - 4 days after the Incident Identification however within 10 working days from Incident Identification
SEV-2The system is in a critical state and is actively impacting more than 50% of all requests including
  • Performing financial transactions OR
  • Opening of accounts OR
  • issuing of cards
  • > 50% transactions failing for 1 partner merchant
  • Acknowledgement response time: Within 120 minutes from Incident Identification.
  • Resolution time: 3-6 Hrs from Incident Identification
  • Update Frequency: Every 30 minutes till Incident Resolution
  • RCA/PIR - 4 days after the Incident Identification however within 10 working days from Incident Identification
SEV-3Partial loss of functionality, not affecting less than 50% of all requests to
  • Performing financial transactions OR
  • Opening of accounts OR
  • issuing of cards

    , yet requires immediate attention.

  • Acknowledgement response time: Within 120 minutes from Incident Identification.
  • Resolution time: 4-12 Hrs from Incident Identification
  • Update Frequency: Every 4 hours till Incident Resolution
  • RCA/PIR - 4 days after the Incident Identification however within 10 working days from Incident Identification
SEV-4Minor issues requiring action, but not affecting Customer’s ability to use the product.
  • Acknowledgement response time: Within 24 hours from Incident Identification.
  • Resolution time: Will depend on request pipeline and Issuer’s prioritisation.
SEV-5Cosmetic issues or bugs, not affecting Customer’s ability to use the product.
  • Acknowledgement response time: Within 2 working days from Incident Identification.
  • Resolution time: Will depend on request pipeline and Issuer’s prioritisation.