Enterprise SLA
Effective date: July 16, 2026
This Enterprise SLA applies only where expressly included in a signed Enterprise Order Form or other signed agreement.
1. Scope
This Enterprise SLA applies only to Enterprise customers where it is expressly included in an applicable signed Enterprise Order Form or other signed agreement.
Starter, Growth, Insight Pro, trial, beta, pilot, preview, partner, and unpaid access do not include this Enterprise SLA unless Quenta expressly agrees in a signed document.
1.1 Any SLA, service credit, priority support target, uptime commitment, or support escalation obligation applies only if expressly included in a signed Order Form, this Enterprise SLA, or another signed agreement. General website statements, demos, proposals, support descriptions, roadmap statements, or emails do not create SLA credits, guaranteed remedies, or binding service commitments.
2. Service Availability Target
Quenta will use commercially reasonable efforts to make the production Service available during the subscription term.
Unless a signed Order Form or other signed agreement states a specific uptime commitment and service credit, Quenta does not provide service credits, penalties, refunds, liquidated damages, or guaranteed uptime.
Any agreed uptime commitment applies only to the production Service and excludes the events and circumstances described in this Enterprise SLA and the applicable signed agreement.
3. Support Channels and Business Hours
Enterprise support is provided through the support channels designated by Quenta or stated in the applicable Order Form.
Unless otherwise agreed in the Order Form, support is provided during Philippine business hours, excluding weekends, Philippine holidays, scheduled maintenance, emergency maintenance, and force majeure events.
3.1 Support channels, response targets, onboarding assistance, and priority support depend on the Customer’s plan, Order Form, and support level.
4. Response Targets
Estimated response times are targets and not guarantees unless expressly stated as binding commitments in a signed Order Form or other signed agreement.
Support targets refer to initial response only, not resolution, workaround, restoration, completion, or correction, unless the applicable signed agreement expressly states otherwise.
Support does not include accounting advice, tax advice, legal advice, bookkeeping cleanup, data reconciliation, custom development, third-party provider troubleshooting, customer-side device, browser, internet, network, bank, wallet, payment-provider, or integration issues, unless expressly included in a signed SOW or Order Form.
5. Exclusions
SLA targets, uptime commitments, response targets, support obligations, and service credits do not apply to any downtime, delay, error, degraded performance, unavailability, support issue, or failure caused by or related to:
scheduled maintenance or emergency maintenance;
beta, preview, pilot, early access, trial, partner, or unpaid features or access;
customer-side connectivity, devices, browsers, networks, systems, credentials, permissions, configurations, data quality, incorrect data entry, misuse, or breach of terms;
suspensions for non-payment, legal risk, security risk, privacy risk, plan limits, payment misuse, unlawful use, or breach of the applicable agreement;
integrations, third-party APIs, third-party systems, hosting providers, SMS providers, email providers, OCR providers, analytics providers, monitoring providers, customer support providers, payment providers, banks, wallets, card networks, payment methods, financial institutions, or other dependencies outside Quenta’s reasonable control;
declined transactions, chargebacks, refunds, payout issues, settlement delays, webhook delays, payment-status discrepancies, provider risk reviews, payment-method unavailability, bank-account issues, wallet issues, card network issues, or payment-provider issues;
customer’s failure to provide required information, access, authority, cooperation, approvals, data, or personnel; or
force majeure or events beyond Quenta’s reasonable control.
6. Service Credits
No service credits are provided unless expressly stated in a signed Order Form, this Enterprise SLA, or another signed agreement.
Any agreed service credit is the Customer’s sole and exclusive remedy for the covered availability failure or SLA failure, unless the applicable signed agreement expressly states otherwise.
Service credits, if any, apply only against future fees for the affected Service and do not entitle the Customer to a cash refund, penalty, liquidated damages, or termination right unless the applicable signed agreement expressly states otherwise.
Service credits do not apply to exclusions under this Enterprise SLA or the applicable signed agreement.
7. Customer Responsibilities
Customer must promptly report incidents, provide necessary details, maintain appropriate user access, preserve original records, maintain backups where appropriate, provide logs or screenshots where reasonably available, and cooperate with Quenta in troubleshooting.
Customer is responsible for determining whether its use of the Service, configuration, access controls, reports, workflows, integrations, accounting treatment, tax treatment, payroll treatment, and outputs meet its own business, legal, accounting, tax, audit, and operational requirements.
Support and service availability commitments do not include tax advice, tax filing, tax deadline monitoring, tax audit support, accounting advice, legal advice, payroll advice, or confirmation of legal, tax, accounting, or regulatory compliance unless expressly stated in a signed Enterprise agreement or SOW.
8. Operational Targets
Availability targets, response targets, support targets, and other service targets are operational targets and not legal guarantees unless expressly stated as binding commitments in a signed Order Form, this Enterprise SLA, or another signed agreement.
9. Relationship to Other Terms
This Enterprise SLA supplements the Main Terms, Enterprise Contracting Terms, Subscription & Billing Terms, DPA, Order Form, and any applicable SOW.
If there is a conflict between this Enterprise SLA and a signed Order Form or other signed agreement, the signed Order Form controls only to the extent it expressly modifies this Enterprise SLA.
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
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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