6 Service Level Agreement

6.1 UPTIME COMMITMENT PAYMENT INTERFACE

Adyen commits to use all commercially reasonable efforts to achieve an average minimum uptime of 99.9% (measured on a quarterly basis) of the Payment Interface, to receive Transaction requests, excluding from the uptime calculation any downtime of the Payment Interface caused by acts or omissions of Merchant, Acquirers or Scheme Owners, changes implemented on specific Merchant request, general internet failures, failures of individual Payment Methods or force majeure. Merchant is obliged to immediately notify Adyen of any downtime of the Payment Interface which it experiences and to provide all reasonably requested co-operation in investigating and resolving any such downtime.

Adyen uses all reasonable efforts to avoid having to take the Payment Interface offline for executing planned maintenance. Should under exceptional circumstances such maintenance nevertheless prove necessary, Adyen will provide as much notice as practically possible and plan such maintenance in a manner and on a date and time to minimize the potential number of affected potential Transactions for all its Merchants. Should under emergency situations (e.g. in case of force majeure event or terrorist attack) unplanned maintenance be necessary to the Payment Interface necessitating it to be taken offline, Adyen will use all available resources to keep the required downtime to the absolute minimum.

6.2 SECURITY AND COMPLIANCE

Adyen takes reasonable measures to provide a secure payment system and shall keep its systems used to provide the Services PCI-DSS certified.

6.3 BACKOFFICE MAINTENANCE

Planned maintenance to the back office of Adyen's payment processing system (the Customer Area) will happen in the standard weekly maintenance window on Tuesdays 07:00 – 07:15 hours CET or at other times as determined by Adyen and communicated to Merchant. The Customer Area may be temporarily not available during planned maintenance. As specified in clause 6.1 back-office maintenance will only in exceptional circumstances affect the availability of the Payment Interface for accepting Transactions.