Service Level Agreement
Last updated · May 2026
This Service Level Agreement (the “SLA”) describes Pelagio Inc.’s service-level commitments to Studios under the Studio Master Services Agreement. It is intentionally written as a commercially reasonable best-efforts commitment appropriate for the current stage of the Service.
Best-efforts availability commitment
Pelagio will use commercially reasonable efforts to keep the Service available to Studios. Pelagio does not commit to a specific uptime percentage at this stage and does not offer service credits for unavailability. As the Service matures and more enterprise Studios onboard, Pelagio expects to publish a stronger SLA with a specific availability target and a service-credit schedule, with at least 30 days’ notice to existing Studios.
Excluded events
- Scheduled maintenance announced in advance.
- Emergency maintenance to address security, integrity, or stability issues.
- Issues caused by the Studio’s or its End Users’ acts, omissions, equipment, or networks.
- Issues caused by third-party services outside Pelagio’s control, including Finix, payment networks, telecommunications carriers, and DNS providers.
- Force-majeure events such as natural disasters, acts of government, war, or large-scale internet outages.
Support response targets
| Severity | Definition | First response target |
|---|---|---|
| S1 — Critical | Service completely unavailable to the Studio | Within 4 business hours |
| S2 — High | Major feature impaired; payment acceptance affected | Within 1 business day |
| S3 — Normal | Minor feature impaired with a workaround available | Within 3 business days |
| S4 — Low | Question or feature request | Within 5 business days |
Communication of incidents
Pelagio will post status updates for ongoing incidents and planned maintenance on a public status page (status.pelagioapp.com, once available) and will email Studio administrators for incidents Pelagio considers material.
Relationship to Finix
Settlement of funds, KYC, underwriting decisions, and other payment-processor matters are governed by Finix’s service levels, not by this SLA. Pelagio will pass on relevant Finix communications and assist Studios with Finix-related issues but does not guarantee Finix’s performance.
Changes
Pelagio may update this SLA from time to time. Material changes will be communicated at least 30 days in advance. Where a stronger uptime commitment is added, it will not have retroactive effect.
Contact
Pelagio Inc., support@pelagioapp.com.