MarzPay Service Availability Commitment

1.1. This is the service availability commitment referred to in clauses 3.1(e) and 3.5 of the Marz Payment Gateway Agreement (the “Agreement”). Under clause 3.5 of the Agreement, Marz Innovations Limited (“Marz”, “we”) gives no commitment on uptime, processing speed or service levels other than this document.

1.2. Capitalized terms not defined here have the meanings given in the Agreement, and references to clauses are to clauses of the Agreement. If this document conflicts with the Agreement, the Agreement prevails, except that Applicable Law prevails over both. Support response and complaint resolution times are set out in section 9 of the Marz Refund Policy and apply alongside this document.

1.3. The availability commitment and the notice periods herein are commitments. The processing-time figures in section 3 herein are targets that Marz will use reasonable endeavours to meet.

2.1. Marz commits to maintaining availability of at least 99.5% in each calendar month for the Platform, the API and the dashboard, measured as follows.

2.1.1. Downtime means a period of at least five (5) consecutive minutes in which more than 50% of valid API requests fail with a server-side error, or the dashboard cannot be reached, as recorded by Marz's monitoring.

2.1.2. Availability for a month, expressed as a percentage, is:

Availability (%) = (T − E − D) ÷ (T − E) × 100

T is the total minutes in the month, E is the minutes excluded under section 6, and D is the minutes of Downtime.

3.1. These targets measure the time Marz takes on its own systems. The clock starts when we receive a valid instruction or a Partner Provider confirmation, and stops when we have submitted it onward or recorded the result. Time taken by a Partner Provider, a bank, a biller, a card issuer or a payer is outside the targets, although we report each final status as soon as we receive it.

3.2. Funds are credited to your wallet only once we have received cleared funds from the Partner Provider. An instruction that fails validation, or would exceed a limit under clause 7.4 of the Agreement, is declined and is not measured against these targets.

We give at least five (5) days' notice, through the Platform and by email to your registered address, before making any service channel temporarily unavailable for planned maintenance. The notice states the expected start time and duration. We schedule maintenance in low-traffic periods, which we currently expect to be Sunday 08:00 am to 04:00 pm East Africa Time, and keep it to the minimum needed.

This notice period does not apply to an unplanned disruption caused by an emergency or by something beyond Marz's control, including a failure of a Partner Provider. Planned maintenance is never carried out on shorter notice. Section 5 herein applies to unplanned disruptions.

5.1. Where a disruption occurs without notice, we tell Clients within thirty (30) minutes of the disruption occurring. The message states what is affected and the expected time of restoration, and is sent through the Platform where it is reachable, and by email to your registered address. We then update Clients at least every 60 minutes until service is restored, and confirm the restoration and, once known, the cause.

5.2. We notify the Bank of Uganda in writing of a material service interruption within 24 hours of its occurrence, as the National Payment Systems Regulations, 2021 require.

6.1. The following minutes are excluded when we calculate availability under section 2 above:

a. Planned maintenance carried out on the notice under section 4 herein.

b. Suspension, restriction or limits applied to your account under clause 8 of the Agreement, and transactions declined for exceeding limits under clause 7.4 of the Agreement.

c. Problems caused by your systems, network, credentials or API integration, or by use of the Services contrary to the Agreement.

d. Downtime of a Partner Provider that Marz does not own or control, such as a mobile network operator, bank, card processor or biller.

e. A Force Majeure Event as defined in clause 15 of the Agreement, provided we promptly notify you and take reasonable steps to limit its impact and restore service.

6.2. An exclusion is a rule for measuring availability. It is not a release from liability. Marz does not pass its responsibilities to you on to a Partner Provider: it remains responsible to you for the Services it provides through them, oversees them, and answers for its own acts and omissions, including any failure to exercise reasonable oversight.

Support is available by email at info@wearemarz.com, by phone on 0790809954, and through the Platform. These channels are open 24 hours a day and cost you nothing to use. We acknowledge every inquiry in writing, immediately and within one (1) hour of receipt at the latest, with a reference number. Reports of loss, misuse, suspected fraud or unauthorised access made through the 24-hour channel at info@wearemarz.com, by phone on 0790809954 are acknowledged within fifteen (15) minutes, and we then begin protective measures promptly where reasonably necessary and legally permissible. The resolution periods in section 9 of the Refund Policy apply to inquiries and complaints.

Marz publishes these measures so that you can see how your money and information are protected.

a. Funds held for Clients as electronic money are held in a trust or special account approved by the Bank of Uganda, kept separate from Marz's own money, and reconciled daily against the electronic money issued.

b. Access to the Platform is protected by encryption in transit and secret API keys, with optional IP allowlisting and role-based access for your team.

c. Every transaction leaves an audit trail, and you can download statements and see callback history.

d. You can report loss or misuse at any hour through the 24-hour channel, and we act on reports as set out in section 7 herein.

e. If money in your wallet is lost or misused, we make good the loss unless it resulted from your own negligence, as set out in the Refund Policy.

We measure availability from Marz's own monitoring records. On request, within 10 business days, we give a client the availability figure for any past calendar month, the minutes excluded and the reason for each exclusion. If we miss the commitment in section 2 in any month, we say so, explain the cause and describe the corrective action we are taking.

This document sets service commitments, targets and notice periods. It does not create a service credit or any other payment obligation. Your remedies for a failure by Marz are those in the Agreement. Your right to complain to the Bank of Uganda is unaffected.

This document is governed by the laws of Uganda. Disputes are resolved under clause 13 of the Agreement.

Marz may publish an updated version of this document. A change that improves a commitment takes effect when published. A change that reduces a commitment takes effect only in accordance with clause 18 of the Agreement, which requires at least 30 days' written notice and gives you the right to terminate if you do not agree.