Policies - [Privacy Policy](https://blnkfinance.com/legal/privacy) - [Terms of Service](https://blnkfinance.com/legal/terms) SLAs - [Cloud Production SLA](https://blnkfinance.com/legal/deploy-sla) - [Dedicated Pro Support SLA](https://blnkfinance.com/legal/support-sla) Security - [Report a vulnerability](https://blnkfinance.com/report-vulnerability) # Dedicated Pro Support Service Level Agreement Last updated: July 16, 2026 This Dedicated Support Service Level Agreement (“SLA”) is between Blnk Finance LLC. (“Blnk”), with its office address at 1007 N Orange St, Wilmington, Delaware, United States, and the customer that purchases Dedicated Pro Support (“Client”). Together referred to as the “Parties.” ## 1\. Purpose and scope This SLA governs the Dedicated Pro Support services provided by Blnk to the Client. The purpose of Dedicated Pro Support is to provide timely technical support, integration guidance, issue triage, advisory support, and product-related assistance for the Client’s use of Blnk products. Blnk provides support services only. This SLA does not transfer responsibility for the Client’s products, business operations, customers, transaction decisions, regulatory obligations, internal systems, or third-party services to Blnk. ## 2\. Definitions For the purpose of this SLA: **“Blnk Products”** means Blnk Core, Blnk Cloud, Blnk APIs, dashboards, documentation, updates, patches, and related software or services provided by Blnk. **“Client Application”** means any application, product, workflow, integration, service, endpoint, backend system, user interface, or business logic owned, operated, or controlled by the Client that interacts with Blnk Products. **“Client Data”** means all data, content, information, transaction instructions, configuration data, metadata, customer data, and business information submitted to, processed by, stored in, or generated through Blnk Products by or on behalf of the Client. **“Dedicated Pro Support”** or **“Pro Support”** means the support services described in this SLA. **“Effective Date”** means the date this SLA is signed by both Parties or the date the Client’s Pro Support subscription is finalized and confirmed, including completion of any required payment and activation steps, whichever is later. **“Incident”** means a reported issue, failure, error, degradation, or support request affecting the Client’s use of Blnk Products. **“Invoice”** means the invoice issued by Blnk to the Client that specifies applicable fees, billing details, and any commercial terms relating to Dedicated Pro Support. **“Support Channel”** means the support channel designated by Blnk, which may include email, Slack, a shared incident channel, or another communication method agreed by the Parties. ## 3\. Scope covered Subject to the Client’s payment of applicable fees and compliance with this SLA, Blnk will provide Dedicated Pro Support for the Client’s use of Blnk Products. Dedicated Pro Support may include: 1. **Integration support:** technical guidance on how the Client integrates with Blnk Products, including architecture review, ledger-model review, deployment guidance, configuration review, and go-live readiness guidance. 2. **Issue handling:** triage, investigation, debugging assistance, root-cause analysis where reasonably practicable, and remediation guidance for bugs, errors, production issues, and product-related support requests. 3. **Advisory support:** guidance on scaling, performance tuning, capacity planning, reconciliation, operational workflows, product usage, and technical best practices. 4. **Documentation support:** creation, review, or maintenance of product-related integration notes, runbooks, troubleshooting steps, and support documentation reasonably required for the Client’s use of Blnk Products. 5. **Priority handling:** priority review and consideration of bug reports, product issues, and feature requests within Blnk’s product planning and support process. 6. **Launch support:** reasonable assistance with go-live readiness checks, production readiness discussions, and post-launch support related to Blnk Products. 7. **Communication support:** access to the designated Support Channel for support requests and operational coordination. Dedicated Pro Support is intended to help the Client use Blnk Products effectively. It does not make Blnk responsible for operating the Client’s business, infrastructure, applications, financial products, compliance program, or customer operations. This SLA does not grant the Client any license or usage rights to Blnk Products. Any license or usage rights are governed by a separate license agreement, applicable product terms, open-source license, or other written agreement between the Parties. ## 4\. Services not included Unless expressly agreed in writing, Dedicated Pro Support does not include: 1. managed hosting or infrastructure operations; 2. forward deployment, custom development, custom product work, or implementation services outside standard support; 3. development or maintenance of Client Applications; 4. operation of the Client’s business functions, finance operations, reconciliation operations, fraud review, customer support, or internal teams; 5. legal, tax, accounting, compliance, regulatory, AML/KYC, sanctions, or financial advice; 6. responsibility for third-party products, infrastructure providers, banks, payment processors, cloud providers, data providers, vendors, or external services; 7. support for unauthorized modifications, unsupported versions, forks, undocumented usage, or usage outside agreed service limits; 8. data cleanup, data correction, financial reconciliation decisions, transaction review, or correction of business logic supplied by the Client; 9. end-user support for the Client’s customers; 10. guaranteed feature development, product roadmap commitments, or custom product prioritization; 11. emergency recovery, disaster recovery, or backup restoration for systems not hosted or operated by Blnk. Nothing in this section prevents Blnk from providing reasonable technical guidance, recommendations, or product-related support as part of Dedicated Pro Support. ## 5\. Client responsibilities The Client is responsible for: 1. paying all applicable fees; 2. maintaining any required license, subscription, or product access needed to use Blnk Products; 3. providing accurate and timely information, access, approvals, credentials, logs, technical contacts, and cooperation reasonably required for Blnk to provide support; 4. maintaining Client Applications and integrations that interact with Blnk Products; 5. ensuring that Client Data, transaction instructions, ledger configurations, metadata, API usage, and business logic supplied by or on behalf of the Client are accurate, complete, and lawful; 6. managing Client users, roles, permissions, API keys, credentials, secrets, access policies, and internal security practices; 7. maintaining Client-controlled infrastructure, environments, domains, DNS records, SSL certificates, firewalls, allowlists, webhook endpoints, network rules, and third-party services; 8. promptly notifying Blnk of Incidents, suspected security issues, abnormal usage, integration failures, or data issues; 9. ensuring that usage remains within agreed capacity, limits, and documented usage patterns; 10. complying with applicable laws, regulations, licensing requirements, and contractual obligations. Blnk is not responsible for issues caused by Client Data, Client instructions, Client Applications, Client configurations, Client-controlled access, third-party services, unsupported usage, or the Client’s failure to meet its responsibilities under this SLA. ## 6\. Payment terms The applicable Pro Support Fee shall be as stated in the invoice issued by Blnk Finance for the relevant term. Any adjustment to the applicable fees must be agreed in writing by both Parties before execution and reflected in the applicable invoice, Invoices are due and payable within fifteen (15) days of issuance unless otherwise stated on the applicable invoice. All fees are exclusive of applicable taxes, duties, levies, and withholding obligations, which are the Client’s responsibility. Fees are non-refundable once the Pro Support term begins, including for unused support time, partial periods, or early termination, except as expressly stated in this SLA or required by law. Additional scopes, products, support tiers, implementation services, managed hosting, forward deployment, custom development, or professional services must be separately agreed in writing. Blnk may suspend support for overdue undisputed fees after providing reasonable notice to the Client. ## 7\. Incident severity definitions Blnk will classify Incidents based on severity. 1. **Critical (SEV-1):** A production issue in Blnk Products makes the Client’s production use unavailable or unusable; no reasonable workaround is available; and there is material business impact on the Client. 2. **High (SEV-2):** A major function of Blnk Products is impaired or significantly degraded in production; a workaround may exist but is not sustainable. 3. **Normal (SEV-3):** A minor issue, question, configuration request, documentation request, advisory request, or non-urgent support request with no immediate material production impact. Blnk may reclassify the severity of an Incident based on its reasonable assessment of the impact, scope, cause, available workaround, and whether the issue is within Blnk’s responsibility under this SLA. ## 8\. Response time targets Unless expressly stated otherwise, the response time targets in this SLA are support response commitments and not guaranteed resolution times. | Severity | Initial Response | Status Updates | Coverage | | --- | --- | --- | --- | | Critical (SEV-1) | Within 1 hour | Every 2 hours until resolved or downgraded | 24 hours a day, 7 days a week | | High (SEV-2) | Within 4 business hours | Daily until resolved or downgraded | Business hours | | Normal (SEV-3) | Within 1 business day | As material progress is made | Business hours | **“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. 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. ## 9\. 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. Blnk will provide support through the Support Channel designated in the applicable invoice, onboarding materials, or written communication from Blnk. The Client shall submit support requests through the designated Support Channel and include reasonable details required for Blnk to investigate the issue, including logs, timestamps, request IDs, transaction references, configuration details, screenshots, reproduction steps, affected environments, and business impact where applicable. ## 10\. Term and renewal This SLA begins on the Effective Date. Unless otherwise stated on the applicable invoice, this SLA remains in effect for an initial period of twelve (12) months from the Effective Date (the “Initial Term”). At the end of the Initial Term, this SLA will automatically renew for successive twelve (12) month periods (each a “Renewal Term”) unless either Party gives written notice of non-renewal at least thirty (30) days before the end of the then-current term. The Initial Term and all Renewal Terms together form the “Term” of this SLA. Unless otherwise agreed in writing, each Renewal Term continues at the same scope and terms as the immediately preceding term. Blnk may update fees for a Renewal Term by giving written notice at least sixty (60) days before the end of the then-current term. If the Client does not accept the updated fees, the Client may issue a notice of non-renewal. ## 11\. 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. 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 all fees due for the then-current term unless otherwise stated on the applicable invoice. Termination does not affect accrued payment obligations or obligations that arose before the termination date. Provisions relating to fees, confidentiality, data protection, intellectual property, disclaimers, limitation of liability, governing law, and any provisions intended to survive will survive termination. ## 12\. Suspension Blnk may suspend support services, access to support channels, update access, or related services if: 1. undisputed fees remain unpaid; 2. the Client materially breaches this SLA; 3. the Client uses Blnk Products 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. ## 13\. Notice Any notice required under this SLA must be in writing and may be sent by email or another written communication method agreed by the Parties. 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. ## 14\. 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 to the extent reasonably necessary to provide support, troubleshoot issues, investigate Incidents, comply with applicable law, or fulfil its obligations under this SLA. Blnk will maintain reasonable administrative, technical, and organizational safeguards designed to protect Client Data and Confidential Information against unauthorized access, use, disclosure, alteration, or loss. The Client remains responsible for security controls within Client Applications, Client-controlled infrastructure, Client users, Client credentials, Client integrations, and Client-managed systems. Where required by applicable law, the Parties shall enter into a separate Data Processing Agreement governing the processing of personal data. 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 expressly authorized by the Client in writing. ## 15\. 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: 1. keep Confidential Information confidential; 2. use Confidential Information only for purposes related to this SLA; 3. protect Confidential Information using at least the same degree of care it uses to protect its own confidential information of a similar nature, and in no event less than a reasonable standard of care; 4. limit access to Confidential Information to personnel, contractors, advisers, or representatives who need access for purposes related to this SLA and are bound by confidentiality obligations. Confidential Information does not include information that: 1. becomes publicly available without breach of this SLA; 2. was already known to the receiving Party without restriction on disclosure; 3. is lawfully obtained from a third party without breach of any confidentiality obligation; 4. is independently developed without use of or reference to the disclosing Party’s Confidential Information; 5. must be disclosed by law, regulation, court order, or government authority, 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. ## 16\. Intellectual property and feedback This SLA does not transfer ownership of either Party’s intellectual property. Blnk retains ownership of Blnk Products, software, source code, object code, APIs, documentation, designs, trademarks, logos, support materials, tools, methods, frameworks, templates, scripts, configurations, know-how, and related intellectual property. The Client retains ownership of Client Data, Client Applications, Client-owned materials, and Client business logic. Unless otherwise agreed in writing, any troubleshooting notes, support responses, implementation suggestions, configuration examples, documentation, scripts, templates, or support materials provided by Blnk are provided only for the Client’s use with Blnk Products and do not transfer ownership of Blnk intellectual property. Any feedback, suggestions, ideas, or recommendations the Client provides regarding Blnk Products or services may be used by Blnk without restriction or obligation. Blnk may use such feedback to improve Blnk Products and services, provided Blnk does not disclose the Client’s Confidential Information or Client Data. ## 17\. Disclaimer BLNK PROVIDES SOFTWARE SUPPORT AND TECHNICAL SERVICES 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, APPROVALS, AML/KYC PROCEDURES, SANCTIONS SCREENING, FRAUD CONTROLS, REPORTING, COMPLIANCE, CUSTOMER COMMUNICATIONS, AND BUSINESS OPERATIONS. ANY GUIDANCE, DOCUMENTATION, RECOMMENDATION, OR SUPPORT PROVIDED BY BLNK DOES NOT CONSTITUTE LEGAL, FINANCIAL, TAX, ACCOUNTING, COMPLIANCE, OR REGULATORY ADVICE. EXCEPT AS EXPRESSLY STATED IN THIS SLA, SUPPORT SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” BLNK DOES NOT WARRANT THAT: 1. BLNK PRODUCTS OR THE CLIENT’S SYSTEMS WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE OF HARMFUL COMPONENTS; 2. EVERY REPORTED ISSUE WILL BE ACCEPTED AS A PRODUCT DEFECT; 3. SUPPORT WILL PREVENT DOWNTIME, DATA LOSS, FAILED TRANSACTIONS, INCORRECT BALANCES, FINANCIAL LOSS, COMPLIANCE FAILURES, OR OPERATIONAL ISSUES. ## 18\. 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 under this SLA 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. ## 19\. 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. ## 20\. 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. ## 21\. Entire agreement This SLA represents the complete understanding between Blnk and Client and replaces all prior discussions, negotiations, or agreements, whether written or oral, relating to its subject matter. Any changes must be in writing and signed by both Parties. If any provision is found invalid, the remaining provisions will continue in full force and effect.