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Service Level Agreement

Last updated: December 4, 2025

  1. Overview
    The Service Level Agreement (“SLA”) outlines the support commitments that LUMX will offer to its CLIENT regarding the reliability of its own API, issue resolution, and transparency in communication. It does not cover response times or service levels of its contracted suppliers and partners.

  2. SLA Scope
    This SLA applies to the CLIENT integrated with the LUMX Platform for transaction processing, liquidity management, and financial settlements. It defines issue severity levels, response times, and escalation paths.

    2.1 API Availability Guarantee. LUMX ensures that the API made available through the LUMX Platform will have a minimum availability level of 99% (ninety-nine percent), calculated on a monthly basis. This availability level refers to the time during which the API is operational and accessible for use by the CLIENT, excluding interruptions due to scheduled maintenance, force majeure events, or failures beyond LUMX’s reasonable control.

  3. Tiered SLA System

LevelDefinitionAcknowledgment TimeResolution DeadlineEscalation PathCommunication
Level 1 – Critical Issues (High Priority)Complete API outage preventing request submission; Transaction failure rate above 30% in the past 30 minutes; Lost or blocked funds in transactions with "failed" status; Security breaches, including unauthorized access.Within 1 hour during business hours (10:00 AM–6:00 PM) or within 6 hours outside business hoursFunds return within 12 hours. Full resolution: within 24 hoursSenior engineers and leadershipEmail
Level 2 – Major Issues (Medium Priority)Significant API latency; Isolated transaction failures (1–29%) in the past 60 minutes; 50% or greater increase in average settlement time in 60 minutes; Issues affecting a specific CLIENT or Customer (not the entire network).Within 3 hours during business hours or within 12 hours outside business hoursBetween 12 and 24 hoursSenior engineers and leadershipEmail
Level 3 – Minor Issues (Low Priority)Non-urgent API inconsistencies; Issues with sandbox, documentation, or non-critical performance; General questions about updates or roadmap.Within 24 business hoursBetween 3 and 5 business daysRegular customer supportEmail

  1. Exclusions and Limitations
    This SLA does not apply to failures or service unavailability caused by:

    (I) General internet issues or DNS failures;
    (II) Scheduled maintenance with prior notice;
    (III) Force Majeure events;
    (IV) Blockchain network disruptions beyond Lumx’s control;
    (V) Failures in the CLIENT’s or third-party environments or infrastructure;
    (VI) Improper use or non-compliance with the MSA.

  2. No Financial Penalties
    This SLA defines technical and operational parameters. It does not include financial penalties or service credits for failures, except where expressly provided in a specific Service Order or contractual addendum.

  3. Revisions and Updates
    Lumx may revise this SLA periodically. Any material changes will be communicated with a minimum of thirty (30) days' prior notice.

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