Service Level Agreement (SLA) Fasa Centra Solutions Ltd.

1. Service

Fasa Centra Solutions Ltd. is committed to provide the best service of FasaPay services that will be used by the Personal or Merchant. The best services that will be provided is based on the provisions on FasaPay official website (fasapay.com).

2. Technical Support

FasaPay provides technical support to the Personal and Merchant with the following condition:

1. FasaPay serves transactions with the following condition:
   1. Top-up and Redeem transaction are served on Monday – Friday:
      • At 10.00 – 13.00 GMT+8;
      • At 14.00 – 18.00 GMT+8;
      • At 20.00 – 22.00 GMT+8;
   2. FasaPay Exchange transaction is served on Monday – Friday at 10.00 – 13.00 GMT+8.
   3. Transfer transaction to fellow FasaPay Member is served for 7x24 hours.
2. FasaPay does not serve any transaction with the following condition:
   • Saturday
   • Sunday
   • Operational day off (with prior notification).
3. FasaPay serves identity verification of FasaPay Member according to the queue in the service hours. Maximum limit the FasaPay Member will get email confirmation of identity verification is 1 x 24 hours in operational service days.
4. Official website of FasaPay is accessible for 24 (twenty four) hours a day, 7 (seven) days a week, and 365 (three hundred and sixty five) days a year with full supervision from FasaPay party.
5. FasaPay provides Customer Support service with live chat, email, Skype, and phone facilities that have provided and stated on FasaPay official website. The FasaPay Personal and Merchant can contact the FasaPay Customer Support through its facilities with complete explanation by paying attention to the service operational days and hours.

FASAPAY HAS THE RIGHTS TO:

• RESPOND TO THE QUESTIONS ONLY ON THE OPERATIONAL SERVICE HOURS.
• RESPOND TO THE SAME QUESTIONS THAT ALREADY EXPLAINED ON FAQ THAT AVAILABLE ON FASAPAY OFFICIAL WEBSITE WITH THE SAME RESPONSE AS STATED ON FAQ.
• PRIORITIZE TO GIVE RESPONSES TOWARD ALL THE COMPLAINS ONLY THROUGH LIVE CHAT SERVICE.

3. Uptime Warranty

FasaPay provides uptime warranty of 99% per month beyond downtime due to server maintenance that has been announced previously through FasaPay official website. FasaPay will do the maintenance routinely. FasaPay is possible to reboot the server incidentally without any prior notification through the website to maintain server performance. In case of the downtime, FasaPay will provide official notification toward all FasaPay Members through email and social media (Facebook, Instagram), FASAPAY NEVER GIVES DOWNTIME NOTIFICATION THROUGH THIRD PARTY.

Failure to provide the uptime by FasaPay can be claimed if it goes beyond 1% limit in a month and occurs in 1 (one) time, excluding accumulation of the interference below 1%.

4. Warranty of Information Storage

FasaPay provides warranty of information storage that provided by the Personal and Merchant by not revealing and giving the information to other unauthorized parties. FasaPay will maximize warranty of information storage for every Personal or Merchant and try the best to prevent any transaction fraud so then Personal or Merchant stay focus on Personal or Merchant business by using FasaPay system. The warranty of information storage include:

1. Account number;
2. Name and address of Personal or Merchant;
3. Transaction data.

5. Claim for Warranty Failure

Claims for failure of uptime warranty above can be claimed within 7 (seven) days maximal after the interference or failure of the uptime warranty. The claims for failure of uptime warranty must be included with actual evidence in the event of the interference or failure of uptime warranty and will be compared with the data owned by FasaPay. The claim is rejected if failure of uptime warranty is caused by:

1. Internet connectivity interference of FasaPay Member;
2. Internet connectivity interference that occurs on one of the routes which become the path of FasaPay connectivity.
3. Interference that caused by force majeure like natural disaster, war, riot, non-functional systems or transmission, power failure, telecommunication interference, government policies prohibiting Fasa Centra Solutions Ltd. to provide FasaPay services, banking system failure, sabotage, mass strikes, and any events or other causes beyond FasaPay control and capability;
4. Interference that caused by service provider and hardware of FasaPay Member like computer virus or Trojan Horses system, web browser, computer system, Internet Service Provider, and hardware circumstance that is not support to FasaPay service;
5. Interference that inflicted by other parties.

If the interference that claimed by FasaPay Personal or Merchant is in accordance with the data owned by FasaPay then FasaPay is obliged to indemnify based on limit amount of the agreed warranty. FasaPay will provide compensation of the loss within 1 (one) month after the claim is received and the data is compared by FasaPay party.