Service Level Agreement (SLA)

Last Updated: 21st October 2025

This Service Level Agreement ("SLA") is a policy governing the use of BottomLine Technology's eligible, paid, recurring services ("Services") and applies separately to each account using these Services.

1. Service Commitment: Uptime Guarantee
BottomLine Technology guarantees that its Services will be available 99.9% of the time in any given calendar month ("Uptime Guarantee").

2. Definitions

• "Downtime" is defined as any period when the customer is unable to access the subscribed Service due to a fault in BottomLine Technology's network or infrastructure, confirmed by our monitoring systems and support team. Downtime does not include Scheduled Maintenance or Exclusions.

• "Scheduled Maintenance" refers to pre-announced maintenance windows, which will be communicated to customers at least 48 hours in advance and will typically occur during low-usage hours (e.g., 10:00 PM to 2:00 AM SAST on Sundays). Scheduled Maintenance shall not exceed 4 hours per month.

• "Monthly Uptime Percentage" is calculated as: (Total minutes in a month - Downtime) / Total minutes in a month.

3. Exclusions
The Uptime Guarantee does not apply to downtime resulting from:

• Factors outside our reasonable control (force majeure), such as internet outages or upstream provider issues.

• Any actions or inactions of the customer or a third party acting on the customer's behalf.

• The customer's equipment, software, or other technology.

• Suspension or termination of service due to a violation of our Acceptable Use Policy.

• Emergency maintenance (with as much notice as possible).

4. Service Credit Remedy
If the Monthly Uptime Percentage for a service falls below 99.9%, you will be eligible to receive a service credit as follows:

5. Credit Request and Payment Procedures
To receive a service credit, the customer must submit a request by email to [sla@bottomlinetech.co.za] within 30 days of the end of the month in which the Downtime occurred. The request must include the account name, the date and time of the incident, and a description of the disruption.

Service credits will be applied to future invoices and may not be exchanged for cash. The total service credits issued in any single month shall not exceed 50% of the monthly service fee for the affected service.

6. Sole and Exclusive Remedy
The service credit described herein is your sole and exclusive remedy for any failure by BottomLine Technology to meet its obligations under this SLA.