Service level agreement

MassPay's Service Level Agreement.


Service Level Agreement

  • Last Updated: 22 February 2023
  • Effective Date: 12 December 2020


MassPay’s Global Payout Orchestration Platform is a Software as a Service (SaaS) platform that provides businesses with the ability to automate and streamline the process of executing payouts to their employees, contractors, partners, vendors, and other business partners.

Our Global Payout Orchestration Platform enables our customers to facilitate payouts to individuals (B2C) and businesses (B2B) in over 240 countries and markets and over 70 currencies worldwide. 

This Service Level Agreement (SLA) outlines the terms and conditions of the services offered by MassPay, including definitions, fees, service levels, and remedies for service failures.


  • "Service": refers to the MassPay Global Payout Orchestration Platform and all related services provided by MassPay to its customers.
  • "Customer": refers to the individual or organization that has signed up for the MassPay service.
  • "Payout": refers to a single payment made through the MassPay platform to an individual or organization.
  • “Payer”: refers to an individual, a company, or an organization that makes payments to another individual, company or organization on behalf of others.
  • “Payee”: a payee is an individual, a company, or an organization that is the recipient of funds in a financial transaction. 
  • "Service Availability": refers to the percentage of time that the MassPay service is available and functioning properly.


Fees for MassPay’s Global Payout Orchestration Platform are charged per Payout transaction on a real-time basis. Fees may be incurred by the Payer and/or the Payee for the completion of the transaction. Fees also include a non-recurring charge for setup and configuration of the customers on the system and fees associated with payout processes.

Additional Fees may be incurred by Customer for services provided by MassPay outside the scope of the Global Payout Orchestration Platform. Fees for such additional Services will be agreed upon in writing by both parties prior to the commencement of such services.

Service Levels

MassPay is committed to providing a high level of service availability to its global Customers. The company aims to maintain a minimum service availability for the Service of 99.95% each month. In the event that service availability falls below this level, MassPay will take steps to restore the service as quickly as possible.

Remedies for Failure of Service Levels

In the event that service availability falls below the agreed-upon level of 99.95%, MassPay will offer a credit to the Customer’s account. This credit will be equal to no more than 5% of the customer's monthly incurred transaction fees for each hour of service downtime.

Limitation on Remedies and Exceptions

The remedies outlined in this SLA are the sole and exclusive remedies available to the Customer in the event of service failures. The remedies outlined in this SLA do not apply in the case of failures or interruptions due to causes beyond MassPay's control, including but not limited to: natural disasters, acts of war, acts of terrorism, government action, and third-party service failures.


This Service Level Agreement (SLA) constitutes the entire agreement between MassPay and the Customer and supersedes all prior and concurrent agreements, proposals, representations, and understandings. This SLA may not be amended or modified except in writing signed by both MassPay and the customer.


If you have questions regarding MassPay’s Service Level Agreement (SLA), please contact us at compliance@MassPay