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Enterprise
This page describes the service level framework Paycux intends to apply to enterprise accounts: which services would be covered, how availability would be measured, how incidents would be classified and escalated, and how service credits would be claimed. No enterprise agreement is offered during private beta.
Paycux is in private beta and no enterprise agreement is offered yet; this page shows the framework such an agreement would use. Availability objectives, request thresholds, credit percentages and response targets would be agreed per contract and set out in an order form. Nothing on this page is a commitment until it is in a signed agreement; where the two differ, the agreement governs.
Scope
Covered Services would be the products named in an enterprise agreement. The four below are planned products and are not available today; none of them can be switched on.
Sign-up, sign-in, session issuance and refresh through Sign-in UI and the User Management API.
SAML and OIDC authorization requests handled on behalf of your customers' identity providers.
Inbound SCIM traffic from identity providers, and the events Paycux emits from it.
Event ingestion, retention, dashboard search, export and streaming to your own systems.
Definitions
These terms carry the meaning below wherever they appear in your agreement.
Support channels
The channels below describe the intended enterprise support model; today, support is by e-mail. Each channel would reach people who can read your logs and change the system.
A shared channel with the engineers who operate the services you depend on. The first place to raise anything urgent.
Raise an issue from the dashboard, naming the environment and connection involved.
For anything that is not time-critical, and for the written record when a thread needs one.
A named contact who knows your integration, runs the review cadence, and owns escalation on your behalf.
Incident severity
Severity drives who is paged and how often you hear from us. It is assigned at triage and can be changed by agreement on the thread.
A Covered Service is unavailable or materially degraded in production, and there is no workaround. Your users cannot sign in.
A production feature is impaired or a workaround exists but is not sustainable. Business impact is real but contained.
A non-critical defect, a question about behaviour, or an issue confined to a staging environment.
A cosmetic issue, documentation gap, or a feature request with no operational impact.
Response targets for each level are agreed per contract. Round-the-clock coverage is available on the Enterprise support plan.
Escalation path
Every step below has an owner. You never need to guess who is holding the issue.
Report the issue in the Slack channel, from the dashboard, or by email. Include the environment, the affected connection, and a request identifier if you have one.
Paycux acknowledges the report and assigns a severity level. If you disagree with the level, say so on the thread — severity is adjusted by agreement, not unilaterally.
For P1 and P2 the on-call engineer for the affected service is paged directly and joins the thread. Updates continue on a fixed cadence until the issue is downgraded.
Your technical account manager can escalate to engineering leadership at any point, and you can request that escalation yourself without justifying it.
After a P1, Paycux produces a written review covering the timeline, the cause, the customer impact, and the remediation with owners and dates.
Service credits
To receive Service Credits you must notify Paycux support within the calendar month following the Downtime, and supply the dates and times of the Downtime Periods you are claiming for.
Restrictions
The commitments apply to production use of the Paycux platform. The agreement does not apply in the following cases.
Questions about this agreement go to Paycux support. For the commercial terms behind it, ask your account contact or start a conversation with sales.
Enterprise agreements are negotiated, not generated. Tell us what your own customers hold you to and we will work from there.