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Managed Core Service Level Agreement (SLA)

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1. Introduction

This Service Level Agreement (“SLA”) describes the commitments Blnk Finance (“we”, “our”) makes to customers using Managed Core.

Managed Core is our fully managed hosting service for Blnk Core. We deploy, operate, and monitor your instance, and provide secure API credentials for integration. This SLA sets out the availability, performance, security, and support standards you can expect from us.

2. Availability

We guarantee that Managed Core will maintain a monthly uptime of 99.9% or higher for transaction processing.

  • Availability / 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
  • Durability:
    0 lost transactions. Every accepted request is durably persisted and applied.

3. Support

We provide direct support through a dedicated Slack channel (primary) and email (backup).

  • Critical issues (production outage): acknowledgment within 1 hour.
  • Non-critical issues (configuration, performance tuning, general questions): acknowledgment within 1 business day.

4. Planned Maintenance

  • We may perform planned maintenance that could affect availability.
  • Customers will receive at least 48 hours’ prior notice for any scheduled downtime.
  • Planned maintenance windows are kept as short and infrequent as possible.

5. Security

  • Encryption: All traffic is encrypted in transit using TLS.
  • Isolation: Each Managed Core instance is isolated at the infrastructure level.
  • Access Control: Only authorized engineers can access customer environments, and all access is logged.
  • Monitoring: We continuously monitor system health, including CPU, memory, database locks, and latency, to ensure security and stability.

6. Change Control

We periodically update Managed Core to improve performance and reliability. When benchmarks or capacity values are adjusted, we always apply safety margins and publish updates to this SLA page.

7. Scope of Commitment

This SLA covers:

  • Availability of Managed Core transaction processing (POST /transactions).
  • Durability of accepted transactions.
  • Support and response times.
  • Planned maintenance and security practices.

This SLA does not cover:

  • Issues caused by factors outside our reasonable control (e.g., Internet backbone failures).
  • Misuse or misconfiguration by the customer.
  • Beta or trial features.

8. Contact

For SLA inquiries or to report issues, contact us via your dedicated Slack channel or email us at support@blnkfinance.com.