Service Level Agreement

Last updated: December 4, 2025

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.
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.
Tiered SLA System

Level

Definition

Acknowledgment Time

Resolution Deadline

Escalation Path

Communication

Level 1 – Critical Issues (High Priority)

Complete API outage preventing request submission; Transaction failure rate above 30% in the past 30minutes; 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 hours

Funds return within 12 hours. Full resolution: within 24 hours

Sênior engineers and leadership

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 hours

Between 12 and 24 hours

Sênior engineers and leadership

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 hours

Between 3 and 5 business days

Regular customer support

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

Level: Level 1 – Critical Issues (High Priority)

Definition: Complete API outage preventing request submission; -- Transaction failure rate above 30% in the past 30minutes; -- Lost or blocked funds in transactions with “failed status; - Security breaches, including unauthorized access.

Acknowledgment Time: Within 1 hour during business hours (10:00 AM–6:00 PM) or within 6 hours outside business hours

Resolution Deadline: Funds return within 12 hours. Full resolution: within 24 hours

Escalation Path: Sênior engineers and leadership

Communication: Email

Level: Level 2 – Major Issues (Medium Priority)

Definition: Significant API latency; - Isolated transaction failures (1–29%) in the past 60minutes; 50% or greater increase in average settlement time in 6minutes; - Issues affecting a specific CLIENT or Customer (not the entire network).

Acknowledgment Time: Within 3 hours during business hours or within 12 hours outside business hours

Resolution Deadline: Between 12 and 24 hours

Escalation Path: Sênior engineers and leadership

Communication: Email

Level: Level 3 – Minor Issues (Low Priority)

Definition: Non-urgent API inconsistencies; - Issues with sandbox, documentation, or non-criticalperformance; -- General questions about updates or roadmap.

Acknowledgment Time: Within 24 business hours

Resolution Deadline: Between 3 and 5 business days

Escalation Path: Regular customer support

Communication: Email