Service Level Agreement (SLA) of FasaPay.

This Service Level Agreement (SLA) only applies between FasaPay and FasaPay Member (Personal and Merchant). FasaPay Member who use FasaPay services are deemed to have understood and agreed to the Service Level Agreement, Terms and Conditions, and Privacy Policy as inseparable parts.

1. Service

FasaPay is committed to provide the best service for the FasaPay Member based on the terms and conditions contained in FasaPay official website.

2. Technical Support

FasaPay provides technical support to the FasaPay Member with the following condition:

  1. FasaPay serves transactions with the following conditions:
    1. Deposit and Withdrawal transactions are served Monday to Friday from 09.00 – 18.00 GMT+8, and;
    2. Transfer transactions to fellow FasaPay Members are served on 7x24 hours.
  2. FasaPay does not serve transactions with the following conditions:
    1. Saturday and Sunday, and
    2. Operational holidays (with notice).
  3. FasaPay serves the identity verification process (Know Your Customer/KYC) of FasaPay Members within a maximum of 3 x 24 hours in working days according to the queue during service hours. Maximum limit the FasaPay Member will get email confirmation of identity verification is 3 x 24 hours in working days
  4. FasaPay official website is accessible at any time with full supervision from FasaPay.
  5. FasaPay provides Customer Support service with live chat and, email, facilities that have provided on FasaPay official website. The FasaPay Member can contact the Customer Support service by paying attention to the service operational days and hours.

FASAPAY HAS THE RIGHTS TO:

  • RESPOND TO THE QUESTIONS ONLY ON THE OPERATIONAL SERVICE DAYS AND 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 EMAIL SERVICE.

3. Uptime Guarantee

FasaPay provides uptime guarantee 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 and 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 social media and email (if required). 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. Guarantee of Information Retention

FasaPay provides guarantee of information retention for the FasaPay Member by not revealing and giving the information to other unauthorized parties. FasaPay will maximize guarantee of information retention for every FasaPay Member and try the best to prevent any fraud so then FasaPay Member could stay focus on the business using FasaPay system. The guarantee of information retention shall at least include data of:

  1. Account number;
  2. Name and address of FasaPay Member; and
  3. Transaction details.

5. Claim for Guarantee Failure

Claims for failure of uptime guarantee can be claimed within 7 (seven) calendar days maximal after the interference or failure of the uptime guarantee. The claims for failure of uptime guarantee must be included with actual evidence in the event of the interference or failure of uptime guarantee and will be compared with the data owned by FasaPay. The claim is rejected if failure of uptime guarantee 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 server 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 FasaPay to provide the 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; and
  5. Interference that inflicted by other parties.

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

Updated 2025-05-16