Service Level Agreement (SLA)
Service Level Schedule to the B2B Terms of Service
Effective date: 29 June 2026
This document forms an integral schedule to the Company's B2B Terms of Service and applies only where an executed Order Form expressly references it.
PARTIES
This Service Level Agreement (the "SLA" or the "Agreement") is concluded between:
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"Tabb Pay Private Company" (trade name "TabbPay"), with Γ.Ε.ΜΗ. (General Commercial Registry) No. 194779301000, VAT No. (Α.Φ.Μ.) 803333569, having its seat in the Municipality of Galatsi, Attica (39 Farron Street, P.C. 11147), e-mail support@tabbpay.com (the "Provider" or "TabbPay" or the "Company"), and
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the Business Customer, namely the natural or legal person whose Order Form references this Agreement, with details as declared in that Order Form (the "Customer"),
(each a "Party" and together the "Parties").
RECITALS
(A) The Company provides the Customer with a software-as-a-service (SaaS) platform for electronic ordering and payment via QR code, together with related functions, as described in the B2B Terms of Service (the "Main Agreement").
(B) Article 13 of the Main Agreement provides that any guaranteed service level (SLA) applies only where agreed in writing. This document constitutes that service level agreed in writing and is activated solely when an Order Form references it.
(C) This Agreement governs the availability commitment, support and Service Credits, and forms an integral part of the Main Agreement.
The following is agreed and mutually accepted:
ARTICLE 1 — SCOPE OF APPLICATION
1.1 This Agreement applies only where an executed Order Form between the Parties expressly references it. In the absence of such a reference, the Company provides the services on a best-effort basis, with no binding availability commitment, in accordance with Article 13 of the Main Agreement.
1.2 This Agreement covers the core ordering and payment paths of the Platform, namely: menu display and order submission via QR code (app.tabbpay.com), acceptance of guest payments through the licensed payment institution, and the core operation of the dashboard (dashboard.tabbpay.com) and the interfaces (api.tabbpay.com) necessary for the foregoing (the "Covered Services").
1.3 Beta-stage features, optional third-party integrations, and services other than the Covered Services are not covered by this Agreement.
1.4 In the event of conflict between this Agreement and the Order Form, the more specific terms of the Order Form prevail.
ARTICLE 2 — DEFINITIONS
Capitalised terms not defined below have the meaning given to them in the Main Agreement.
- "Uptime": the period during which the Covered Services are accessible and operational, excluding the cases set out in Article 5.
- "Downtime": the period during which the Covered Services are inaccessible or non-operational for all of the Customer's guests, excluding the cases set out in Article 5.
- "Monthly Uptime Percentage": the following ratio, expressed as a percentage: (total minutes in the calendar month − minutes of Downtime) / (total minutes in the calendar month), with minutes falling within the exclusions of Article 5 removed from the denominator.
- "Scheduled Maintenance": maintenance work for which the Provider has given advance notice in accordance with Article 6.
- "Emergency Maintenance": urgent work necessary to address a security risk, a data-integrity risk or a serious malfunction, which does not allow for the notice period applicable to Scheduled Maintenance.
- "Service Credit": the credit granted to the Customer as the sole and exclusive remedy for failure to meet the availability target, in accordance with Article 7.
- "Business Hours": business days (Monday to Friday, excluding official public holidays in Greece), from 09:00 to 18:00 Eastern European Time (EET/EEST, Greek time).
ARTICLE 3 — AVAILABILITY COMMITMENT
3.1 The Provider uses commercially reasonable efforts to ensure that the Monthly Uptime Percentage of the Covered Services is at least 99.5% per calendar month (the "Availability Target").
3.2 The Availability Target relates to the Covered Services as a whole and does not constitute a warranty of uninterrupted or error-free operation, in accordance with Article 14 of the Main Agreement.
3.3 The Customer's sole remedy for failure to meet the Availability Target is set out in Article 7 (Service Credits).
ARTICLE 4 — MEASUREMENT METHODOLOGY
4.1 Availability is measured by the Provider's monitoring systems, on the basis of the ability of the Covered Services to serve requests.
4.2 Measurement is performed per calendar month. Periods falling within the exclusions of Article 5 are removed from the calculation.
4.3 In the event of a dispute as to measurement, the Provider's monitoring records are the primary source, subject to good-faith review of any contrary evidence documented and submitted by the Customer.
ARTICLE 5 — EXCLUSIONS FROM MEASUREMENT
The following do not count as Downtime and are not included in the calculation of the Monthly Uptime Percentage — any inability to access or operate the Covered Services arising from:
5.1 Scheduled Maintenance for which notice has been given in accordance with Article 6.
5.2 Emergency Maintenance, for the reasonable time required to address the emergency.
5.3 Force majeure and, in general, events beyond the Provider's reasonable control, in particular telecommunications-network outages, in accordance with Article 13 of the Main Agreement.
5.4 Outages of third-party-provider services, in particular cloud infrastructure (Amazon Web Services — region eu-central-1, Frankfurt), the payment institution (Viva) and the authentication service (Clerk), as well as mobile-network outages for the delivery of one-time SMS codes.
5.5 Causes attributable to the Customer or to third parties acting on its behalf, in particular: misconfiguration, use in breach of the Main Agreement or of the Provider's instructions, inadequate Customer equipment or network connection, and failures of the Customer's integrations or systems (in particular the POS system).
5.6 Beta-stage features and any service other than the Covered Services.
5.7 Suspension or interruption of access lawfully carried out under the Main Agreement (in particular for non-payment or breach of the acceptable use policy).
ARTICLE 6 — MAINTENANCE WINDOWS
6.1 Scheduled Maintenance is, where possible, carried out outside peak hours, preferably between 02:00 and 06:00 Greek time.
6.2 The Provider notifies the Customer of any Scheduled Maintenance expected to materially affect the Covered Services at least forty-eight (48) hours in advance, by e-mail and/or the dashboard and/or the status page.
6.3 For Emergency Maintenance, the Provider gives notice as soon as reasonably practicable, as the case may be before or during the work.
ARTICLE 7 — SERVICE CREDITS (SOLE AND EXCLUSIVE REMEDY)
7.1 If, in a given calendar month, the Monthly Uptime Percentage falls below the Availability Target, the Customer is entitled to a Service Credit calculated as a percentage of the monthly subscription fee for the affected month, in accordance with the following table:
| Monthly Uptime Percentage | Service Credit (% of the monthly subscription fee) |
|---|---|
| < 99.5% and ≥ 99.0% | 10% |
| < 99.0% and ≥ 98.0% | 15% |
| < 98.0% and ≥ 95.0% | 30% |
| < 95.0% | 50% |
7.2 Where the Customer pays an annual fee, the "monthly subscription fee" for the purposes hereof means one twelfth (1/12) of the annual fee.
7.3 Cap. The total Service Credits for any calendar month may not exceed one hundred percent (100%) of the monthly subscription fee for that month.
7.4 Nature of the credit. Service Credits are credited against future subscription fees. They are not exchangeable for cash, not refundable in money and do not bear interest.
7.5 Sole and exclusive remedy. Service Credits are the sole and exclusive remedy of the Customer for any failure to meet the Availability Target or for any Downtime, subject to Article 10.
ARTICLE 8 — SUPPORT AND RESPONSE TIMES
8.1 Support is provided by e-mail at support@tabbpay.com. Requests are classified by severity by the Provider, on the basis of the information provided by the Customer.
8.2 The Provider uses commercially reasonable efforts to meet the following initial response times and target resolution times, by severity level:
| Level | Definition | Initial response time | Target resolution |
|---|---|---|---|
| P1 — Critical | Payments or ordering are down; complete unavailability of the Covered Services for all guests | 2 Business Hours | 8 Business Hours |
| P2 — Major | Material malfunction of a core function with no reasonable workaround | 4 Business Hours | 2 business days |
| P3 — Minor | Malfunction with an available reasonable workaround; limited impact | 1 business day | 5 business days |
| P4 — Cosmetic | Display issues, questions or enhancement requests with no functional impact | 2 business days | At the Provider's reasonable discretion |
8.3 The above times are measured in Business Hours (Article 2) and constitute reasonable-effort targets, not guaranteed resolution times. Resolution time may include the provision of a workaround rather than a definitive fix.
8.4 The Customer must cooperate reasonably, providing the necessary information, diagnostic data and access to reproduce and address the issue.
ARTICLE 9 — SERVICE CREDIT CLAIM PROCEDURE
9.1 To obtain a Service Credit, the Customer submits a documented claim to support@tabbpay.com within thirty (30) calendar days of the end of the month to which it relates. Claims submitted out of time are not accepted.
9.2 The claim includes: (i) the reference month; (ii) the dates and times of the alleged Downtime; and (iii) any available evidence documenting the impact.
9.3 The Provider assesses the claim in good faith, on the basis of its monitoring records (Article 4), and responds within thirty (30) calendar days. An approved Service Credit is applied to the next billing cycle.
ARTICLE 10 — RELATIONSHIP WITH THE MAIN AGREEMENT'S LIABILITY
10.1 This Agreement does not extend the Provider's liability beyond the limits of Article 15 of the Main Agreement. Service Credits count within, and not in addition to, the Main Agreement's maximum liability cap.
10.2 Subject to Article 7.5, nothing in this Agreement limits liability that may not be limited by law (wilful misconduct, gross negligence, harm to life or health).
ARTICLE 11 — STATUS COMMUNICATION AND REPORTING
11.1 The Provider informs the Customer of incidents that materially affect the Covered Services by e-mail and/or the dashboard and/or any status page.
11.2 Upon reasonable request, the Provider may provide a summary of the prior month's availability for the Covered Services.
ARTICLE 12 — REVIEW
12.1 The Parties may review this Agreement once a year, or following a material change in the services or in third-party providers, to ensure that the commitments remain reasonable and achievable.
12.2 Any amendment to this Agreement is made in writing.
ARTICLE 13 — MISCELLANEOUS
13.1 Relationship with the Main Agreement. This Agreement forms an integral part of the Main Agreement and is interpreted together with it. Terms of the Main Agreement not expressly modified remain in full force.
13.2 Severability. The invalidity of any provision does not affect the validity of the remaining provisions.
13.3 Governing law — Jurisdiction. This Agreement is governed by Greek law. The Courts of Athens are designated as competent, subject to any dispute-resolution clause of the Main Agreement.
13.4 Language. In the event of conflict between the Greek and the English version, the Greek version prevails; the English version is provided for convenience.
SIGNATURES
This Service Level Agreement is activated by being referenced in an executed Order Form and is accepted as part of that Order Form and the Terms of Service; it requires no separate signature on this page.
The Greek version of this document is the legally binding one; the English version is provided for convenience.