The following sets out the service levels Presto Pay Sdn Bhd (Company No.200701037789 (0795818-U)) ("Presto Pay") commits to for merchants and partner financial institutions. It applies as a single standard across all of Presto Pay’s acquiring and facilitation arrangements, except where a written agreement with a specific counterparty provides otherwise.
Presto Pay operates either as acquirer of record, contracting the merchant under its own registration and carrying the settlement obligation, or as payment facilitator, performing merchant acquiring services on behalf of and as agent of a partner acquirer that approves and settles the merchant. Where a function is performed by a partner acquirer, this document commits Presto Pay only to its own part of that process.
Business Hours means 9:00am to 6:00pm Malaysia time, Monday to Friday, excluding public holidays gazetted for Kuala Lumpur. Working Day and Business Day are used interchangeably in this document.
Monthly availability targets
| Service | Target | Monthly allowance |
|---|---|---|
| Transaction processing and QR provisioning | 99.5% | ≈ 3h 39m |
| Merchant portal and reporting | 99.0% | ≈ 7h 18m |
1.1
Availability is measured per calendar month by Presto Pay’s monitoring systems, which operate at all times including outside Business Hours. Planned maintenance and the matters in section 7 are excluded from the measurement.
1.2
Presto Pay maintains a recovery time objective of four (4) hours and a recovery point objective of fifteen (15) minutes for critical functions and tests its business continuity and disaster recovery plans at least annually.
1.3
Planned maintenance is scheduled outside Business Hours wherever practicable, with not less than five (5) Business Days’ notice to affected merchants and partners. Emergency maintenance to address a security vulnerability or prevent imminent service failure may proceed on shorter notice.
2.1
Presto Pay conducts due diligence on every merchant it recruits, including identity verification using reliable documents, assessment of the legitimacy and nature of the business, and screening against applicable blacklists and sanctions lists.
2.2
Presto Pay acknowledges a merchant application within one (1) Business Day and notifies the applicant of any outstanding documents within two (2) Business Days.
2.3
Where Presto Pay is the acquirer of record, it completes its assessment and notifies the merchant of the outcome within five (5) Business Days of receiving a complete application. Where Presto Pay acts as payment facilitator, it submits the complete verified application to the partner acquirer within two (2) Business Days; approval and its timing rest with that acquirer.
2.4
On approval, Presto Pay activates the merchant and delivers QR acceptance materials within two (2) Business Days.
Maximum settlement periods, from receipt of funds from the payment network
| Merchant type | Presto Pay commitment | Regulatory maximum |
|---|---|---|
| Physical (point-of-sale) merchants | 2 Working Days | 2 Working Days |
| E-commerce merchants | 2 Working Days | 5 Working Days |
3.1
Presto Pay settles all merchant types within two (2) Working Days. Merchant funds held pending settlement are placed in a dedicated account with a licensed bank, used only for settlement and chargebacks, and are not commingled with Presto Pay’s operating funds.
3.2
Where Presto Pay acts as payment facilitator and the partner acquirer settles the merchant directly, settlement timing is governed by that acquirer’s terms. Presto Pay’s commitment is to transmit complete and accurate merchant and transaction records to the acquirer, and to make reconciliation available within one (1) Business Day of settlement.
3.3
Where funds are withheld - for example on suspicion of fraud or pending a chargeback - Presto Pay notifies the merchant in writing within one (1) Business Day, states the reason and the definite period, holds the funds separately, and releases them promptly once the circumstances no longer apply.
3.4
Presto Pay notifies affected merchants within one (1) Business Day of becoming aware that a settlement will not be made on time, with the reason and a revised date.
4.1
Presto Pay operates a merchant support desk during Business Hours, by email at support@prestoconnect.io and by telephone at +6011 5681 2133. Requests received outside Business Hours are treated as received at the start of the next Business Day. All periods below are measured in Business Hours.
Severity levels and response targets
| Severity | Description | Acknowledge | Target resolution |
|---|---|---|---|
| P1 – Critical | Platform unavailable, transactions failing across multiple merchants, or settlement failure | 1 hour | 1 Business Day |
| P2 – High | Service degraded, or a single merchant unable to accept payment | 4 hours | 2 Business Days |
| P3 – Medium | Non-critical function affected, workaround available | 1 Business Day | 5 Business Days |
| P4 – Low | General query, account change, reporting request | 2 Business Days | 10 Business Days |
4.2
Where a P1 incident is detected outside Business Hours, Presto Pay commences restoration on a reasonable-endeavors basis through its technical escalation path.
4.3
Where a target cannot be met, Presto Pay notifies the merchant before the period expires with the reason and a revised target.
5.1
Presto Pay notifies affected merchants and partner acquirers of a P1 incident within sixty (60) minutes of confirming it, stating the services affected, the time it began, the known impact and the next update time. A written post-incident report including root cause follows within five (5) Business Days of resolution.
5.2
Presto Pay acknowledges a merchant dispute or complaint within two (2) Working Days and provides a written decision within thirty (30) Working Days. Where more time is required, Presto Pay notifies the merchant before that period expires, with the rationale and a revised date.
5.3
Chargebacks and scheme disputes are handled under the operating rules of the relevant payment instrument network. Where Presto Pay acts as payment facilitator, the merchant may also raise a dispute directly with the partner acquirer using the contact details in the merchant agreement.
6.1
Presto Pay maintains controls to ensure the confidentiality, security and integrity of merchant and customer data at all times, in accordance with the Personal Data Protection Act 2010. Cardholder data, where processed, is handled in accordance with the Payment Card Industry Data Security Standard applicable to Presto Pay’s validation level.
6.2
Presto Pay notifies affected merchants, partner acquirers and the relevant authorities of a confirmed data breach affecting their data within twenty-four (24) hours of confirmation, with a full written report within five (5) Business Days.
7.1
The service levels in this document do not apply, and time does not run against them, to the extent a failure is caused by:
- planned maintenance notified under clause 1.3, or emergency maintenance;
- unavailability, failure, delay or degradation of a payment instrument network, payment system operator, scheme, or the systems of a partner acquirer or financial institution;
- the merchant’s own equipment, point-of-sale device, software, network or internet connectivity;
- an act or omission of the merchant or anyone acting on its behalf, including incomplete or inaccurate information;
- suspension or termination of a merchant for fraud, breach of the merchant agreement, or on the direction of a regulator, scheme or partner acquirer;
- failure of a third-party telecommunications, hosting or cloud service outside Presto Pay’s reasonable control; or
- force majeure, including natural disaster, epidemic, civil disturbance, industrial action, or an act of government.
7.2
This document states service targets and the remedies expressly set out in it. It does not warrant uninterrupted or error-free service and does not vary any limitation or exclusion of liability in the applicable merchant agreement or collaboration agreement.
8.1
Presto Pay reviews this document at least annually and gives not less than thirty (30) days’ written notice of a material change. A change required by law, by a regulator, or to address a security vulnerability may take effect on shorter notice. Where this document is incorporated by reference into an agreement, the version in force is the version stated in that agreement or, if none is stated, the version in force at its effective date.
8.2
Unresolved matters may be escalated to prestopayops@prestouniverse.com, allowing two (2) Business Days at each level. A merchant who remains dissatisfied may refer the matter to Bank Negara.
8.3
Registered office: Presto Pay Sdn Bhd, 23-3 & 23-3A Q Sentral 2A Jalan Stesen Sentral 2 Kuala Lumpur Sentral 50470 KL
Presto Pay Sdn Bhd is regulated by Bank Negara Malaysia as an issuer of electronic money and is registered to provide merchant acquiring services under the Financial Services Act 2013. The settlement and dispute periods in this document reflect the maximum periods set by the Bank Negara Malaysia Policy Document on Merchant Acquiring Services; the availability targets are set by Presto Pay. This document should be read together with the applicable merchant agreement.Presto Pay Sdn Bhd · Service Level Agreement v1.0