Cloud Production Service Level Agreement

1. Purpose and scope

This Cloud Production Service Level Agreement (“SLA”) describes the commitments Blnk Finance LLC. (“Blnk”) makes to the customer that purchases a Blnk-hosted Production instance from Blnk Cloud (“Client”). Together referred to as the “Parties.”

This SLA covers the deployment and runtime of the Blnk-hosted Production instance only: bringing the instance up, keeping the transaction API available, persisting accepted writes, backups, and restoring or upgrading that instance.

This SLA does not cover ledger design, integration, product usage, or advisory work. Those services require a separate Dedicated Pro Support subscription. This SLA does not grant a license to self-host Blnk Core. Self-hosted, BYOC, and on-prem use are governed by the Enterprise License where applicable.

Blnk provides software and hosted infrastructure only. This SLA does not transfer responsibility for the Client’s products, customers, transaction decisions, regulatory obligations, or third-party services to Blnk.

2. Definitions

For the purpose of this SLA:

“Blnk Cloud” means the Blnk Finance workspace and back-office used to configure, deploy, and operate ledgers.

“Production instance” means a dedicated, Blnk-hosted Blnk Core deployment launched from Blnk Cloud for live production workloads.

“Sandbox” means a Blnk-hosted instance intended for trial, development, or low-risk workloads. Sandbox has no uptime or data-retention SLA.

“Client” means the customer that purchases a Production instance.

“Client Application” means any application, integration, or system owned or controlled by the Client that calls the Production instance.

“Client Data” means data submitted to, processed by, or stored in the Production instance by or on behalf of the Client.

“Effective Date” means the later of (i) confirmation that the Client’s Production subscription is paid and activated, and (ii) the date Blnk makes the Production instance available in the Client’s Cloud workspace.

“Incident” means a reported issue affecting deployment or runtime of the Production instance.

“Support Channel” means the dedicated Slack channel (or Slack Connect) Blnk opens for the Production instance, with email to [email protected] as backup.

“Transaction API” means the Production instance APIs used to submit and apply transactions.

3. After you subscribe

Once the Production subscription is confirmed and paid, Blnk will:

1. create or confirm the Production instance in the Client’s Blnk Cloud workspace;
2. invite the Client’s named contacts to a dedicated Slack channel or Slack Connect for that instance;
3. confirm the Support Channel and the contacts Blnk will use for incidents;
4. keep [email protected] available as the backup channel.

This SLA begins on the Effective Date. Until the Effective Date, Blnk has no uptime or response commitments under this SLA.

4. Scope covered

Subject to payment of applicable fees and compliance with this SLA, Blnk will provide:

1. Deployment: guided launch, upgrade, scale, and restore of the Blnk-hosted Production instance;
2. Availability: the uptime, success-ratio, and latency targets in Section 6 for the Transaction API;
3. Durability and backups: persistence of accepted transactions, high availability, and automated backups of the Blnk-hosted instance, as described in Section 7;
4. Deployment support: triage and remediation guidance for Incidents that affect deploy, upgrade, restore, or runtime of the Production instance, through the Support Channel;
5. Security of the hosted instance: the controls in Section 18 that Blnk applies to infrastructure it operates.

The Blnk Cloud back-office user interface is provided on a best-effort basis and is not part of the uptime target.

This SLA does not grant usage rights beyond the purchased Production instance. Open-source Core remains available under its Apache 2.0 license. Dedicated Pro Support, Enterprise License, and professional services are separate agreements.

5. Services not included

Unless expressly agreed in writing, this SLA does not include:

1. Sandbox instances, including any uptime or data-retention commitment;
2. self-hosted Core, bring-your-own-cloud, or on-prem hosting of Blnk Cloud;
3. integration support, ledger-model or chart-of-accounts review, or architecture review;
4. advisory support on product usage, reconciliation workflows, or the Client’s application;
5. custom development, implementation, migration of Client Applications, or forward-deploy;
6. end-user support for the Client’s customers;
7. issues caused by Client Applications, Client configuration, unsupported usage, or third-party services;
8. guaranteed feature development or product roadmap commitments;
9. operation of the Client’s business, compliance program, or customer operations.

For the services in items 3–6, the Client must subscribe to Dedicated Pro Support. For self-hosted or BYOC production use, see the Enterprise License.

Blnk may reclassify an Incident that is not deployment or runtime of the Production instance and direct the Client to Dedicated Pro Support.

6. Availability and performance

Blnk will use commercially reasonable efforts to maintain the following monthly targets for the Production instance Transaction API:

• Uptime: 99.9% or higher for transaction processing.
• Success ratio: ≥ 99.9% of requests return a success (2xx) response.
• Latency (normal traffic): p95 ≤ 300 ms; p99 ≤ 600 ms.
• Latency (under contention): p95 ≤ 500 ms; p99 ≤ 1 s.

Uptime is measured over a calendar month, excluding planned maintenance announced under Section 11, Client-caused issues, and events described in Sections 5 and 22.

These targets apply to the Blnk-hosted Production instance Transaction API. They do not apply to Sandbox, the Cloud back-office UI, or Client Applications.

7. Durability and backups

Every transaction the Production instance accepts is durably persisted and applied. Blnk does not lose accepted transactions under this SLA.

Production instances run on dedicated infrastructure with high availability and automated backups. Blnk will provide reasonable assistance to restore the Blnk-hosted instance from those backups when a restore is required because of an issue in infrastructure Blnk operates.

The Client remains responsible for backups of Client Applications and of any data the Client stores outside the Production instance.

8. Incident severity definitions

Blnk will classify Incidents based on severity. Severity under this SLA is limited to deployment and runtime of the Production instance.

1. Critical (SEV-1): The Production instance is unavailable or unusable — it cannot be deployed, the instance is down, or the Transaction API is unavailable; no reasonable workaround is available; and there is material business impact on the Client.
2. High (SEV-2): The instance is up, but a major deployment or runtime function is impaired or significantly degraded, such as a failed deploy or upgrade, a backup or restore issue, or a badly degraded Transaction API; a workaround may exist but is not sustainable.
3. Normal (SEV-3): A deployment question, hosted-instance configuration request, capacity question, or other non-urgent instance issue with no immediate material production impact.

Blnk may reclassify an Incident based on impact, workaround, and whether the issue is within Blnk’s responsibility under this SLA. If the issue is product usage, integration, or advisory work, Blnk may treat it as outside this SLA and refer the Client to Dedicated Pro Support.

9. Response time targets

Unless expressly stated otherwise, the response time targets in this SLA are support response commitments and not guaranteed resolution times.

“Initial response” means Blnk has acknowledged the Incident and begun triage. It does not mean the Incident has been resolved.

“Status updates” means periodic updates on investigation, mitigation, resolution progress, workaround availability, or severity changes.

Blnk will use commercially reasonable efforts to investigate and support resolution of Incidents in scope. Blnk does not guarantee that every Incident will be resolved within a specific time, that a workaround will always be available, or that a reported issue will be accepted as a product defect.

10. Support hours and support channels

Critical (SEV-1) Incidents are covered 24 hours a day, 7 days a week, including weekends and public holidays.

High (SEV-2) and Normal (SEV-3) issues are covered during Blnk’s standard business hours in the primary operating timezone designated by Blnk and communicated to the Client.

The Client shall submit Incidents through the Support Channel and include reasonable details required for Blnk to investigate, including timestamps, request IDs, transaction references, affected environments, and business impact where applicable.

The Support Channel is for deployment and runtime of the Production instance. Product, integration, and advisory requests should be raised under Dedicated Pro Support if the Client has subscribed to it.

11. Planned maintenance

Blnk may perform planned maintenance that could affect availability of the Production instance.

• The Client will receive at least 48 hours’ prior notice of scheduled downtime.
• Planned maintenance windows are kept as short and infrequent as reasonably practicable.
• Announced planned maintenance is excluded from the monthly uptime calculation in Section 6.

12. Client responsibilities

The Client is responsible for:

1. paying all applicable fees;
2. providing accurate contacts, access, and information reasonably required for Blnk to deploy and support the instance;
3. maintaining Client Applications, credentials, API keys, and integrations that call the Production instance;
4. ensuring Client Data and transaction instructions supplied by or on behalf of the Client are accurate, complete, and lawful;
5. using the instance within agreed capacity, limits, and documented usage patterns;
6. promptly notifying Blnk of Incidents, suspected security issues, or abnormal usage;
7. complying with applicable laws and with these Terms and any applicable SLA.

Blnk is not responsible for issues caused by Client Data, Client Applications, Client configuration, third-party services, unsupported usage, or the Client’s failure to meet its responsibilities.

13. Payment terms

The applicable Cloud Production fees are as stated on the pricing page or the invoice for the relevant term, including the instance subscription and any usage overage described in the Terms of Service.

Invoices are due and payable within fifteen (15) days of issuance unless otherwise stated on the invoice or paid in advance in Blnk Cloud. All fees are exclusive of applicable taxes, which are the Client’s responsibility.

Fees are non-refundable once the instance term begins, including for unused time or early cancellation, except as expressly stated in this SLA or required by law.

Blnk may suspend the Production instance or related support for overdue undisputed fees after providing reasonable notice to the Client.

14. Term and renewal

This SLA begins on the Effective Date and continues for successive monthly periods matching the Client’s Production subscription, unless a different term is stated on the applicable invoice.

The subscription and this SLA automatically renew for the next monthly period unless the Client cancels in accordance with the cancellation terms in Blnk Cloud or on the applicable invoice, or either Party terminates under Section 15.

Blnk may update fees for a renewal period by publishing updated prices on the pricing page or by written notice. If the Client does not accept the updated fees, the Client may cancel before the next term begins.

15. Termination

Either Party may terminate this SLA if the other Party materially breaches this SLA and fails to cure the breach within thirty (30) days of receiving written notice describing the breach.

Either Party may terminate this SLA immediately on written notice if the other Party becomes insolvent, files for bankruptcy, ceases business operations, or makes a general assignment for the benefit of creditors.

The Parties may terminate this SLA by mutual written agreement. The Client may also end the Production subscription as provided in Blnk Cloud or on the applicable invoice.

If the Client terminates before the end of the then-current term other than for Blnk’s uncured material breach, the Client remains responsible for fees due for that term unless otherwise stated on the invoice.

Termination does not affect accrued payment obligations. Provisions relating to fees, confidentiality, data protection, disclaimers, limitation of liability, governing law, and any provisions intended to survive will survive termination.

16. Suspension

Blnk may suspend the Production instance, Support Channel access, or related services if:

1. undisputed fees remain unpaid;
2. the Client materially breaches this SLA;
3. the Client uses the instance or support services unlawfully;
4. the Client’s use creates a security, operational, legal, compliance, sanctions, or reputational risk to Blnk;
5. suspension is required by law, regulation, court order, sanctions requirement, or government authority.

Except where immediate suspension is required, Blnk will use reasonable efforts to provide prior notice where practicable. The Client remains responsible for accrued fees during any suspension period.

17. Notice

Any notice required under this SLA must be in writing and may be sent by email or another written method agreed by the Parties, including the Support Channel for operational notices.

Email notices are deemed received when sent unless the sender receives an automated delivery failure notice. Each Party may update its notice contact by notifying the other Party in writing.

18. Data and security

The Client retains all right, title, and interest in and to Client Data.

Blnk may access, use, process, and store Client Data only as reasonably necessary to operate the Production instance, provide deployment support, investigate Incidents, comply with law, or fulfil this SLA.

Blnk will maintain reasonable administrative, technical, and organizational safeguards designed to protect Client Data, including:

• Encryption: traffic to the Production instance is encrypted in transit using TLS;
• Isolation: each Production instance is isolated at the infrastructure level;
• Access control: only authorized Blnk engineers can access customer environments, and access is logged;
• Monitoring: Blnk monitors system health, including CPU, memory, database locks, and latency.

The Client remains responsible for security controls within Client Applications, Client users, Client credentials, and Client-managed systems.

Where required by applicable law, the Parties shall enter into a separate Data Processing Agreement. Blnk will not use Client Data to train, tune, or improve artificial intelligence or machine learning models for general use outside the Client’s account unless the Client authorizes that in writing.

19. Confidentiality

Each Party may receive non-public information from the other Party, including business, financial, technical, product, customer-related, operational, or security information (“Confidential Information”).

Each Party agrees to keep Confidential Information confidential; use it only for purposes related to this SLA; protect it with at least reasonable care; and limit access to personnel who need it and are bound by confidentiality obligations.

Confidential Information does not include information that becomes public without breach of this SLA, was already known without restriction, is lawfully obtained from a third party, is independently developed, or must be disclosed by law, provided the receiving Party gives reasonable notice where legally permitted.

Confidentiality obligations remain in force during the term and for two (2) years after termination, except for trade secrets, which remain protected for as long as they are protected under applicable law.

20. Disclaimer

BLNK PROVIDES HOSTED SOFTWARE AND DEPLOYMENT SUPPORT ONLY. BLNK IS NOT A BANK, PAYMENT PROCESSOR, MONEY TRANSMITTER, LENDER, BROKER, CUSTODIAN, FINANCIAL INSTITUTION, LEGAL ADVISER, TAX ADVISER, ACCOUNTANT, COMPLIANCE PROVIDER, OR REGULATORY ADVISER.

THE CLIENT IS SOLELY RESPONSIBLE FOR ITS FINANCIAL PRODUCTS, CUSTOMERS, TRANSACTION INSTRUCTIONS, REGULATORY OBLIGATIONS, LICENSES, AML/KYC PROCEDURES, SANCTIONS SCREENING, FRAUD CONTROLS, AND BUSINESS OPERATIONS.

EXCEPT AS EXPRESSLY STATED IN THIS SLA, THE PRODUCTION INSTANCE AND RELATED SUPPORT ARE PROVIDED “AS IS” AND “AS AVAILABLE.” BLNK DOES NOT WARRANT THAT THE INSTANCE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE, OR THAT EVERY REPORTED ISSUE WILL BE ACCEPTED AS A PRODUCT DEFECT.

21. Limitation of liability

To the maximum extent permitted by law, neither Party’s total liability under this SLA shall exceed the fees paid by the Client for Cloud Production during the twelve (12) months preceding the claim.

Neither Party shall be liable for indirect, incidental, consequential, special, or punitive damages, including lost profits, lost revenue, loss of data, or business interruption.

22. Force majeure

Neither Party shall be liable for delays or failures caused by events beyond its reasonable control, including natural disasters, war, terrorism, labor disputes, internet outages, cloud-provider outages, government actions, cyberattacks, or similar events.

If such an event continues for more than sixty (60) consecutive days, either Party may terminate this SLA upon written notice.

23. Governing law

This SLA shall be governed by and interpreted in accordance with the laws of the State of Delaware, United States, without regard to conflict of law principles.

The Parties agree that any dispute shall be subject to the exclusive jurisdiction of the state and federal courts located in Delaware, United States of America.

24. Entire agreement and related documents

This SLA represents the complete understanding between Blnk and the Client relating to Cloud Production deployment and runtime commitments and replaces prior discussions on that subject.

These commitments sit alongside the Terms of Service, the Dedicated Pro Support SLA if purchased, and the Enterprise License if applicable. If this SLA and another agreement conflict on deployment or runtime of a Blnk-hosted Production instance, this SLA controls for that subject.

Any changes must be in writing and signed by both Parties, or published by Blnk as an update to this page with a new last-updated date. If any provision is found invalid, the remaining provisions continue in full force and effect.

For SLA inquiries or to report issues, use the Support Channel or email [email protected].