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
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.