Service Level Agreement
THE JAZZ FINTECH (BROKTRADING LTD)
Section 1 - Introduction
1.1 Purpose
This Service Level Agreement (SLA) defines service commitments for products including Expert Advisors, Trading Dashboard desktop software and web app, and Access Keys by BROKTRADING LTD ("Company", "we", "us", "our"), a private limited liability company incorporated under the laws of the Republic of Cyprus, with registered office at Orfeos Street 18B, 1070 Nicosia, Cyprus, and registration number HE 342927, operating under the trading name THE JAZZ FINTECH.
1.2 Scope
This SLA covers:
- Availability of services (Dashboard desktop software and web app, EAs, Access and Activation Keys, licensing servers)
- License delivery and functionality
- Customer support
- Software updates
This SLA does NOT cover:
- Third-party services (trading platforms, brokers, prop firms, data providers)
- Your hardware/software/connectivity
- Issues from misuse
- Force Majeure
- Free trials/beta
- Merchant of Record payment processing systems
1.3 Merchant of Record Notice
Payment processing is handled by our Merchant of Record ("MoR") Paddle.
Paddle means:
- Where the Buyer is purchasing from within the United States: Paddle.com Inc (3811 Ditmars Blvd, 1071, Astoria, NY 11105-1803, USA)
- For sales in the rest of the world: Paddle.com Market Limited (Judd House, 18-29 Mora Street, London, EC1V 8BT, UK)
The MoR has its own service levels and uptime commitments which are separate from this SLA. For payment system issues, contact the MoR directly.
Section 2 - Service Availability
2.1 Service Availability and Uptime Calculation
The Company will use commercially reasonable efforts to make the Service available on a continuous basis. Service availability ("Uptime") is measured on a monthly basis.
For the purposes of this Agreement, "Downtime" means a complete unavailability of the core Service caused solely by systems under the Company's direct control, resulting in the Customer being unable to access the Service for its intended purpose.
The following events shall not be considered Downtime:
- Scheduled maintenance, upgrades, patches, or updates (with at least 48 hours advance notice where practicable)
- Emergency or security maintenance
- Events of force majeure or circumstances beyond the Company's reasonable control
- Issues caused by the Customer, including misuse or failure to comply with documentation
- Failures attributable to third-party services, providers, or platforms
Subject to the exclusions above, the Company targets a Monthly Uptime Percentage of 99.9%.
For the avoidance of doubt, the stated uptime level does not constitute a guarantee of uninterrupted or error-free operation, nor does it create an obligation to meet any specific availability threshold in any given month.
Failure to meet the indicative uptime target shall not constitute a breach of this Agreement. Any remedies, including any service credits (only if expressly provided on case-by-case basis), shall be governed solely by the applicable SLA schedule and shall constitute the Customer's sole and exclusive remedy.
2.2 Maintenance
The Company may perform scheduled maintenance, including updates, upgrades, patches, and other operational activities, which may temporarily affect the availability of the Service. Where reasonably practicable, the Company will provide at least forty-eight (48) hours' advance notice of scheduled maintenance.
The Company may perform emergency or unscheduled maintenance at any time where necessary to address security vulnerabilities, critical system issues, regulatory requirements, or other circumstances requiring immediate action.
Any unavailability resulting from scheduled or emergency maintenance shall not be considered Downtime for the purposes of this SLA.
Section 3 - Customer Support
3.1 Support Channels
| Channel | Contact |
|---|---|
| info@pfarmour.com or info@thejazzfintech.com | |
| Ticket System | www.pfarmour.com/ticket |
| Community Forum | Discord Community |
| Payment/Billing Support | paddle.com/help |
3.2 Support Hours
| Hours | Days |
|---|---|
| 09:00 - 18:00 CET | Monday - Friday |
3.3 Response Times
Response times are assessed during the Company's applicable support hours and are limited to the initial acknowledgment of a customer inquiry or incident. For the avoidance of doubt, an acknowledgment shall not be deemed a resolution of the issue nor a commitment to resolve the matter within a particular timeframe.
Section 4 - Software Updates
4.1 Update Types
The Company may release different types of updates to the Software from time to time:
- Security patches: Critical security fixes released to address vulnerabilities or protect the integrity of the Software
- Bug fixes: Corrections of errors, defects, or malfunctions identified in the Software
- Minor updates: General improvements, optimizations, and new non-essential features
- Major releases: Significant new versions with substantial changes, enhancements, or additional functionality
4.2 Entitlements and Delivery
All types of updates are included for Monthly, Quarter, Annual, and Enterprise Subscriptions, and delivered via pop updates (if enabled) provided by the Company through the Dashboard desktop software and web app.
Section 5 - Service Credits
5.1 Eligibility
Service credits may, at the Company's sole discretion and only where expressly agreed in writing on a case-by-case basis, be made available to Customers holding a paid subscription in the event that an applicable uptime commitment is not met.
Service credits are not automatic, do not accrue by default, and shall never be available in connection with free trials, beta services, demonstrations, proof-of-concept access, or any free or promotional offering.
Service credits, if granted, shall constitute the Customer's sole and exclusive remedy for any failure to meet uptime commitments, and no other remedies, claims, or liabilities shall arise in connection therewith.
5.2 Process
Requests for service credits must be:
- Submitted via info@pfarmour.com or info@thejazzfintech.com
- Within 30 days from the incident
- Including account details and incident description
Approved credits shall be applied to next billing cycle via the MoR.
5.3 Limitations
- Service credits shall not exceed 100% of the Monthly fees paid for the affected subscription period
- Service credits are non-transferable, have no cash value, and may not be exchanged for refunds
- Service credits may only be applied on a prospective basis
- Service credits are not available in respect of any excluded downtime
Section 6 - MoR Service Levels
Payment processing through Paddle is subject to their own service levels and policies. We are not responsible for:
- MoR system downtime
- Payment processing delays
- MoR-related issues
Contact MoR directly for payment service issues.
Section 7 - Exclusions
This SLA does not apply to:
- Force Majeure
- Third-party services
- Your hardware/network
- Misuse
- Scheduled maintenance
- Beta features
- Free trials
- Attacks on your systems
- Failure to follow documentation
- MoR payment systems
- Issues reported after 30 days
SERVICE CREDITS ARE YOUR SOLE REMEDY. THIS SLA DOES NOT MODIFY LIABILITY LIMITATIONS IN THE TERMS.
Section 8 - Changes
We may modify this SLA with 30 days notice. Changes shall be posted on Company's websites www.thejazzfintech.com and www.pfarmour.com.
Section 9 - Contact
Technical Support:
Email: info@thejazzfintech.com | info@pfarmour.com
THE JAZZ FINTECH (BROKTRADING LTD)
Address: Orfeos Street 18B, 1070 Nicosia, Cyprus
Websites: www.thejazzfintech.com | www.pfarmour.com
Registration Number: HE 342927
Merchant of Record (Payment/Billing technical support):
PADDLE
Website: paddle.com
Support: paddle.com/help