A Service Level Agreement (SLA) defines measurable service commitments, typically API availability, and remedies (service credits) when Veliro misses targets. SLAs exclude scheduled maintenance, force majeure, and sometimes upstream scheme outages called out explicitly.
Payment SLAs should distinguish credential API uptime from PSP authorization success rates. Veliro can be available while a single acquirer degrades; conversely, scheme-wide incidents may impact token provisioning even when Veliro’s edge is healthy. Status page communication separates these layers.
Credits are usually capped as a percentage of monthly fees. Enterprise deals may add incident response timelines and dedicated support channels beyond standard credits.
Review SLA measurement windows (monthly vs quarterly), exclusion language, and how maintenance is notified. Pair SLA review with architecture resilience: multiple PSP connections, cryptogram retry logic, and webhook replay cover gaps no vendor SLA fully indemnifies.
Subscribe to the public status page and define internal severity thresholds before an incident; SLAs measure vendor response, not your own comms to finance when billing jobs stall.