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Moov Card Payment Support and Maintenance Terms 

  • Updated

1. Definitions

  • Business Hour: means each hour during a Business Day.
  • Business Day: means 9:00 a.m. and 5:00 p.m. MST on a Monday through a Friday, excluding local public holidays.
  • Error: means any Severity Level S1 error, Severity Level S2 error, or Severity Level S3 error, each as defined in the Error Severity Definition Table below.
  • Product: means either Software or Cloud Offerings, as applicable to Customer’s Subscription.

Error Severity Definition Table

Severity Level Description
SEV1 - Critical

Critical Impact; System Outage & Security Breach

A critical problem – either an outage / major malfunction, security issue, card running or an issue that affects a central requirement for which there is no workaround immediately available.

System Outage

  • Product in production environment is unusable and is severely impacting other critical business functions with no workaround
  • Outage of Moov’'s Cloud Offerings is leading to service interruptions to production versions of APIs exposed on the platform
  • Indication of card running occurring through one or more merchants websites

Security Breach

  • Partner or merchant’s money movement is unauthorized and posed a malicious threat to customers’ financial system, calling for immediate remediation efforts
  • Partner or merchant’s own app got breached/ exposed, which compromises overall system integrity/ data integrity and requires immediate security measures
  • Indication of card running
SEV2 - High

Problems/ Inquiries that are Impacted by Timeliness of Issue Resolution

  • Partner or merchant’s money movement is unauthorized and posed a malicious threat to customers’ financial system, calling for immediate remediation efforts
  • Inquiries associated with processing or funds flow where immediate intervention can prevent or change the outcome. 
  • Transaction issues that have not completed processing in the appropriate amount of time
SEV3 - Moderate

Problems/ Inquiries that are Not Impacted by Timeliness of Issue Resolution

  • Inquiries associated with processing or funds flow where immediate intervention cannot change the outcome of the event
  • All other inquiries


2. Error Response

Upon receipt of notice of an Error, Moov shall assign appropriate card payment personnel to the issue and provide Customer with acknowledgement that it has received such Error notice (such actions together, a “Response”). Moov will provide Customer with a Response to each incident in accordance with the table below. Moov will use commercially reasonable efforts to promptly resolve each incident. Actual resolution time will depend on the nature of the incident and the resolution. A resolution may consist of a fix, workaround or other solution in Moov’s reasonable determination.

Error Response Time

Severity

SEV1

SEV2

SEV3

First reply time

30 Business Minutes

1 Business Hour

3 Business Hours

 

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