Document information and change log

Document Information

Change log

Gender And Entity Neutrality

The masculine form is used solely for the sake of better readability. It always refers to persons of any gender identity (m/f/diverse). This document uses the abbreviation “GiveCorporation” for all legal entities and subsidiaries.

GiveCorporation is a technology company specialized in fully digital payment processing services and fraud prevention solutions. GiveCorporation serves a wide range of customers ranging from acquiring banks to single merchants. The scope of this document is limited to GivePayments, GiveCorporation’s proprietary payment processing solution, which can be utilized as a comprehensive suite of merchant services, business tools and applications, or leveraged as headless payment infrastructure.

Summary of GivePayments offering:

• Service Scope: Comprehensive payment processing services, including debit/credit card processing, fraud and chargeback prevention, chargeback dispute management, client services, and merchant support.
• Availability: Natively cloud-based service with industry-high uptime and around-the-clock support.

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Service Level Agreement

1. Uptime Commitment

• Service Uptime: 99.99% uptime for all payment processing services.

• Exclusions: Scheduled maintenance windows, emergency maintenance, and force majeure events.
• Scheduled Maintenance: Conducted during off-peak hours with advance notice provided.
• Service Credits: Provisions for service credits in case of unplanned downtime exceeding the agreed threshold.

2. Financial Accuracy and Settlement Reliability

• GiveCorporation maintains a high level of accuracy across financial settlement operations, including merchant payouts and reserve management.

• Payout Accuracy: Payouts are processed with an accuracy rate of ≥ 99.9999%.
• Reserve Management Accuracy: Reserve calculations and allocations are maintained with ≥ 99.9999% accuracy.
• Exclusions: Accuracy commitments do not apply where discrepancies result from incorrect or incomplete merchant-provided information, chargeback adjustments, card network corrections, or force majeure events.

3. Onboarding and Underwriting

• Underwriting Approval Decision:

• Average Onboarding Timeline: ≤45 business days on average, across new and existing merchants, including both known and unknown MCCs.
• CDD (Customer Due Diligence):

• Known MCC: 3 business days from submission of all required information.
• Unknown MCC: up to 30 business days from submission of all required information.

• EDD (Enhanced Due Diligence):

• Known MCC: up to 30 business days from submission of all required information.
• Unknown MCC: up to 60 business days from submission of all required information.

• Prohibited Merchants: Immediate rejection upon review if classified under prohibited categories.
• SLA Exclusions: SLA does not apply to merchants flagged for OFAC, PEP, MATCH, or PCI compliance failures.

4. Support and Concierge Services

• Availability: 24/7/365
• General Inquiries: Response within 1 business day.
• Provider and Merchant Enablement:

• Training and Documentation: Comprehensive resources available on-demand, with optional live training sessions.
• Troubleshooting: Real-time troubleshooting support available through multiple channels.
• Consumer Support: Handling of consumer queries regarding refunds and chargebacks on behalf of the merchant.

5. Fraud Prevention and Chargeback Management

• Fraud Monitoring: Real-time fraud detection and prevention analytics provided to the service provider through a secure portal and via API.
• Chargeback Disputes:

• Initial Response:

• Automatically refunds all disputes eligible for automated refunds immediately upon identification.
• For disputes that escalate beyond pre-refund mechanisms, Give applies a secondary dispute management process whereby dispute evidence is automatically generated and submitted to the applicable card brands.

• Full Resolution: Depending on the complexity of the dispute.

6. Reporting and Data Access

• Reporting: Real-time reporting on key metrics including but not limited to transaction volumes, fraud rates, chargebacks, uptime, etc.
• Data Access & Export: Real-time access to transaction data, analytics, and fraud monitoring through a secure dashboard and via API.

7. Service Reviews and Continuous Improvement

• Quarterly Business Reviews (QBRs): Conducted to evaluate performance, discuss enhancements.
• Feedback Loop: Ongoing feedback collection to drive service improvements and new feature development.

8. Termination and Revisions

• Revisions: The SLA may be reviewed and revised annually or as necessary to reflect changes in service offerings or client needs.