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Service Level Addendum
This Service Level Addendum is an integral part of the Epix Service Terms, available at www.paybix.eu/epix-service-terms.
Epix Availability
PayBIX will use commercially reasonable efforts to make Epix available for at least 99,9%. The availability will be measured for each calendar month.
Availability of Epix will be calculated on the basis of the following formula:
Epix Availability = (Total Monthly Time – Downtime) / Total Monthly Time
Total Monthly Time = total number of minutes in a given calendar month
Downtime = the total number of minutes Epix is not available to the Customer as established by PayBIX’ monitoring tool, minus the Excluded Time and the Scheduled Downtime
Excluded Time = the time Epix is not available because of (a) Force Majeure; (b) general Internet connectivity issues; (c) Customer’s use of Epix in a manner inconsistent with the Documentation or otherwise not authorized by the Terms.
Scheduled Downtime = a time period of maximum three hours per calendar month, scheduled outside Business Hours, for the purpose of applying Upgrades to Epix. If the intervention is resolved in less than three hours, the exact downtime shall apply.
PayBIX and the Customer agree that the result of PayBIX monitoring tool shall apply, unless proven otherwise by the Customer.
Incident Response Time
PayBIX will use commercially reasonable efforts to respond to support requests within the Target Response Time and the Target Resolution Time as set out below:
|
Severity |
Description |
Initial Response Time |
Target Resolution Time |
|
Critical (P1) |
Complete service outage, data loss impacting all users or impacting the payment of employees. |
2 business hours |
24 hours |
|
High (P2) |
Major functionality broken, affecting many users but partial workaround possible |
4 business hours |
5 days |
|
Medium (P3) |
Minor impact or bug affecting some users |
1 business day |
Commercially reasonable effort |
|
Low (P4) |
General questions, cosmetic issues, or suggestions |
2 business days |
To be decided |
Paybix may redefine the Support Request Priority by challenging the accuracy of the Customer’s definition. A Support Request Priority shall be downgraded by 1 in case of a workaround.
If you acquired your Subscription through a Reseller, Support shall be provided by the Reseller in accordance with the agreement executed between Reseller and the Customer. Consequently, this chapter “Incident Response Time’ shall not apply.
Customer Responsibilities
To enable effective support, customers are expected to:
Provide clear and reproducible information when submitting tickets.
Designate one or more contact persons for communication.
Maintain a stable internet connection and ensure browser compatibility with Epix.
Contact channels
Support question, issue or outage, email support@paybix.eu
In case of a security issue, email security@paybix.eu
Paybix is your payroll brokerage and integration expert. We offer a unified payroll for legal entities with up to 500 employees per country. Allowing you to fully focus on your core business.