Service Level Agreement

2. Definitions

• Hosted Platform — the cloud-hosted components of a Product that we operate, including the management portal, cloud services and hosted databases. It does not include software installed on equipment owned or controlled by the merchant.
• Availability — the percentage of time in a calendar month during which the Hosted Platform is accessible and able to process transactions, excluding Excluded Downtime.
• Excluded Downtime — scheduled maintenance notified in accordance with Section 7; emergency maintenance required to protect security or integrity; failures of merchant internet connectivity, hardware or power; failures of third-party payment terminals, payment gateways, acquiring banks or telecommunications providers; and events outside our reasonable control.
• Business Day — Monday to Friday, excluding public holidays in Selangor and Kuala Lumpur.
• Incident — an unplanned interruption or reduction in the quality of the Services.

3. Availability

• 3.1 BagusONE. BAGUS targets 99.5% monthly Availability for the BagusONE Hosted Platform, excluding Excluded Downtime.
• 3.2 BagusWIN and BagusNiaga. The Hosted Platforms of BagusWIN and BagusNiaga are maintained on a reasonable endeavours basis. No numerical availability target applies to these Products. Merchants requiring a measured availability commitment should contact us to discuss migration to BagusONE.
• 3.3 Software on merchant equipment. Where a Product includes software installed on equipment owned or controlled by the merchant, any availability commitment applies to the Hosted Platform only. We give no availability commitment in respect of software running on merchant equipment, or of the merchant's own internet connectivity, hardware or power supply.
• 3.4 Availability under clause 3.1 is measured monthly using our platform monitoring records. Availability reports are provided to financial institution partners on request, and to merchants on reasonable request.
• 3.5 This SLA does not cover the availability of card payment authorisation, which depends on the payment terminal, the acquiring bank and the payment networks.

4. Support hours and channels

4.2 Triage. Incidents are assessed by our support team on receipt and assigned a priority level in accordance with Section 5. Merchants do not need to determine the priority themselves.

4.3 Standard support hours. Monday to Sunday, 9:00am to 10:00pm Malaysian time, including public holidays. These hours are set to cover the trading hours of the merchant segments we serve. All incident types are handled during these hours.

4.4 Critical incidents outside standard hours. The telephone contact point remains the channel for critical incidents at all times. Incidents affecting a merchant's ability to accept payment — card terminal faults, DuitNow QR failures or e-wallet acceptance failures — are attended to outside standard support hours.

4.5 Non-critical incidents outside standard hours. Incidents that do not affect payment acceptance and are reported outside standard support hours are logged on receipt and addressed from the start of the next support period. Response and resolution targets for those incidents are measured from the start of that period.

5. Incident priority levels and targets

• 5.1 Target response is the time from our receipt of a properly reported incident to our first substantive response acknowledging the incident and confirming it is being worked on.
• 5.2 Target resolution is the time from receipt to restoration of service, which may include a workaround that restores the merchant's ability to trade.
• 5.3 Which support window applies: Priority determines how quickly we respond; the support window determines when the clock runs.
  • Incidents affecting payment acceptance are handled under clause 4.4. Targets apply at all times, including outside standard support hours.
  • Incidents not affecting payment acceptance are handled within the standard support hours in clause 4.3. Time falling outside those hours is not counted towards a target.
• 5.4 Where a P1 incident is reported outside standard support hours and payment acceptance is not affected — for example a reporting or configuration failure at an outlet that is closed — we will begin work at the start of the next support period unless the merchant confirms they are trading.
• 5.5 Incidents requiring hardware replacement. Where resolution requires replacement of a payment terminal, device or peripheral, the resolution target applies to diagnosis and to dispatch of a replacement. Physical replacement timing depends on the outlet location and on the availability of replacement stock, and may extend beyond the target for outlets outside the Klang Valley. We will advise the merchant of the expected replacement time on diagnosis.
• 5.6 Where an incident is caused by a third party (acquiring bank, payment gateway, terminal vendor or telecommunications provider), we will escalate to that party promptly and keep the merchant informed, but resolution timing depends on that party.

6. Merchant acquiring service levels

Where BAGUS acts as an appointed Master Merchant, the following service levels apply to merchant onboarding and servicing:

Terminal programming, quality checking and on-site deployment are carried out following the Bank's issuance of the Merchant ID and Terminal ID. Deployment is scheduled with the merchant and timing depends on merchant availability and outlet readiness.

7. Scheduled maintenance

• 7.1 We provide at least twenty-four (24) hours' notice of scheduled maintenance affecting availability.
• 7.2 Scheduled maintenance is performed during off-peak hours wherever practicable.
• 7.3 Emergency maintenance required to protect the security or integrity of the platform may be carried out without prior notice. We will notify affected merchants as soon as reasonably possible.

8. Escalation

If an incident is not progressing within the targets above, it may be escalated as follows:

Escalation contact details are provided to merchants and financial institution partners on request.

9. Merchant responsibilities

To enable us to meet these service levels, merchants are responsible for:

• providing and maintaining a stable internet connection and adequate power supply at each outlet;
• using hardware and peripherals that meet our published specifications;
• reporting incidents promptly through the official support channels, with the outlet name, terminal or device identifier, a description of the issue, and screenshots or transaction references where available;
• providing reasonable access to premises and equipment where on-site attendance is required;
• keeping contact details current;
• ensuring staff have completed the training provided.

Targets are measured from the point at which sufficient information has been provided to allow us to investigate.

10. Reporting and review

• 10.1 We maintain records of incidents, response and resolution times.
• 10.2 Service level performance is reported to financial institution partners in accordance with the applicable agreement, and to merchants on reasonable request.
• 10.3 This SLA is reviewed at least annually and may be updated to reflect changes in our services. Material changes will be notified in accordance with our Terms of Use.

11. Contact