Legal

Service Level Agreement

1. Uptime Commitment

Service Uptime: 99.99% uptime for all payment processing services.
Exclusions: Scheduled maintenance windows, emergency maintenance, and force majeure events.
Scheduled Maintenance: Conducted during off-peak hours with advance notice provided.
Service Credits: Provisions for service credits in case of unplanned downtime exceeding the agreed threshold.

GiveCorporation maintains a high level of accuracy across financial settlement operations, including merchant payouts and reserve management.

Payout Accuracy: Payouts are processed with an accuracy rate of ≥ 99.9999%.
Reserve Management Accuracy: Reserve calculations and allocations are maintained with ≥ 99.9999% accuracy.
Exclusions: Accuracy commitments do not apply where discrepancies result from incorrect or incomplete merchant-provided information, chargeback adjustments, card network corrections, or force majeure events.

Underwriting Approval Decision:

Average Onboarding Timeline: ≤ 45 business days on average, across new and existing merchants, including both known and unknown MCCs (Merchant Category Codes).
CDD (Customer Due Diligence): Known MCC: 3 business days from submission of all required information. Unknown MCC: up to 30 business days from submission of all required information.
EDD (Enhanced Due Diligence): Known MCC: up to 30 business days from submission of all required information. Unknown MCC: up to 60 business days from submission of all required information.
Prohibited Merchants: Immediate rejection upon review if classified under prohibited categories.
SLA Exclusions: SLA does not apply to merchants flagged for OFAC, PEP, MATCH, or PCI compliance failures.

Availability: 24/7/365.
General Inquiries: Response within 1 business day.
Provider and Merchant Enablement: Training and documentation, comprehensive resources available on-demand, with optional live training sessions. Troubleshooting, real-time troubleshooting support available through multiple channels.
Consumer Support: Handling of consumer queries regarding refunds and chargebacks on behalf of the merchant.

Fraud Monitoring: Real-time fraud detection and prevention analytics provided to the service provider through a secure portal and via API.
Chargeback Disputes, Initial Response: Automatically refunds all disputes eligible for automated refunds immediately upon identification. For disputes that escalate beyond pre-refund mechanisms, Give applies a secondary dispute management process whereby dispute evidence is automatically generated and submitted to the applicable card brands.
Full Resolution: Depending on the complexity of the dispute.

Reporting: Real-time reporting on key metrics including but not limited to transaction volumes, fraud rates, chargebacks, uptime, etc.
Data Access & Export: Real-time access to transaction data, analytics, and fraud monitoring through a secure dashboard and via API.

Quarterly Business Reviews (QBRs): Conducted to evaluate performance, discuss enhancements.
Feedback Loop: Ongoing feedback collection to drive service improvements and new feature development.

Revisions: The SLA may be reviewed and revised annually or as necessary to reflect changes in service offerings or client needs.

Transparent uptime, settlement accuracy, and a written underwriting decision, get approved on an account built to stay stable.