Enterprise SLA

This SLA applies only where expressly included in a signed Enterprise Order Form or agreement.

1. Scope

This Enterprise SLA applies only to Enterprise customers when expressly included in an applicable Enterprise order form or agreement. Starter, Growth, Insight Pro, trial, beta, pilot, preview, partner, and unpaid access do not include this SLA unless Quenta agrees in writing.

1.1 Enterprise Order Form Requirement for SLA Commitments

Any SLA, service credit, priority support target, uptime commitment, or support escalation obligation applies only if included in a signed Order Form, Enterprise SLA, or other signed agreement. General website statements, demos, proposals, or support descriptions do not create SLA credits or guaranteed remedies.

2. Service Availability Target

Quenta will use commercially reasonable efforts to make the production Service available during the subscription term. Unless a separate Enterprise order form states a specific uptime commitment, Quenta does not provide service credits, penalties, or guaranteed uptime.

3. Support Channels and Business Hours

Enterprise support is provided through the support channels designated by Quenta or the Enterprise order form. Unless otherwise agreed, support is provided during Philippine business hours, excluding weekends, holidays, emergency maintenance, and force majeure events.

4. Target Response Times

4.1 Support Targets and Customer Expectations

Support channels, response targets, onboarding assistance, and priority support depend on the customer's plan or order form. Estimated response times are targets, not guarantees, unless stated in a signed SLA. Support does not include accounting advice, tax advice, legal advice, bookkeeping cleanup, data reconciliation, custom development, third-party provider troubleshooting, or customer-side device, browser, internet, or payment-provider issues unless expressly included.

5. Exclusions

5.1 Payment Provider, Network, and Settlement Exclusions

SLA targets exclude downtime, delays, errors, declined transactions, chargebacks, refunds, payout issues, settlement delays, webhook delays, payment-status discrepancies, provider risk reviews, payment-method unavailability, bank issues, wallet issues, card network issues, customer bank-account issues, or any event controlled by payment providers, banks, wallets, card networks, payment methods, or financial institutions.

Planned maintenance, emergency maintenance, beta/preview/early access features, customer-side connectivity, device/browser issues, customer misuse, third-party provider outages, force majeure, payment-provider issues, data entered incorrectly by customer, or customer configuration errors.

Suspensions for non-payment, legal/security/privacy risk, plan limits, or breach of terms.

Downtime caused by integrations, providers, SMS/email/payment/OCR services, hosting providers, or other dependencies outside Quenta’s reasonable control.

6. No Service Credits Unless Negotiated

6.1 Exclusive Remedy for Availability Claims

Unless a signed SLA expressly provides service credits or another remedy, service unavailability, degraded performance, support delays, maintenance, provider outages, webhook delays, or excluded events do not create automatic credits, penalties, refunds, or damages. Any negotiated service credit is the customer's exclusive remedy for the covered availability failure unless the signed agreement states otherwise.

No service credits are provided unless expressly stated in a signed Enterprise order form. Any agreed credits will be the customer’s sole and exclusive remedy for SLA failure, subject to the limits in the applicable agreement.

7. Customer Responsibilities

Customer must promptly report incidents, provide necessary details, maintain appropriate user access, preserve original records, keep backups where appropriate, and cooperate with Quenta in troubleshooting.

Support and service availability commitments do not include tax advice, tax filing, tax deadline monitoring, tax audit support, or confirmation of tax compliance unless expressly stated in a signed Enterprise agreement or SOW.

8. Operational Target Only

Availability targets are operational targets, not legal guarantees, unless expressly stated in a signed Enterprise order form or Enterprise agreement.

Availability targets are operational targets and not guarantees unless expressly stated in a signed Enterprise order form or agreement.

9. No Automatic Credits or Penalties

No service credits, refunds, penalties, liquidated damages, or termination rights apply for availability or support delays unless expressly stated in a signed Enterprise agreement.

Quenta Technologies Inc. · SEC Reg. No. 2026020237348-66 · TIN 010-999-041-000 · 30F Tower 2 RCBC Plaza, Ayala Avenue, Makati City 1209, Philippines · inquire@quenta.ph