SLA and Support Policy: version v2.1
This Service Level Agreement (“SLA”) applies only to the production availability of the Products and Support. Capitalized terms not defined in this SLA have the meanings assigned to them in the Customer Agreement.
It does not apply to Professional Services, integrations, custom development, architectural design, code creation, or any other services outside the scope of Support.
The Minka Ledger service will deliver a monthly uptime percentage target of at least 99.95% (the “Service Level Objectiveˮ or “SLOˮ).
Uptime is measured against the ability to achieve a Valid API Request related to payment processing, ledger operations, alias resolution, and system orchestration. Uptime excludes planned maintenance and exclusions defined in this SLA.
Valid Requests are requests that (a) conform to the active Ledger Documentation, (b) are authenticated and authorized, (c) are within agreed rate limits and quotas, and (d) would normally result in a non-error response.
A “Valid API Request” is an API call made by the customer that:
Requests that fail due to network issues outside Minka’s control, invalid customer input, or third-party system failures are not considered unsuccessful under this definition.
“Monthly Uptime Percentageˮ is calculated by computing uptime using 1 - Valid Requests.
All availability and Downtime measurements will be determined solely by Minka’s monitoring systems and logs for the applicable production region and Product version.
Customer-provided logs are not authoritative for availability calculations.
For the purposes of this SLA, “Services” means the provision of the Products, Support, and any Professional Services (if applicable) made available by Minka to Customer under the Agreement and any Order Form. For clarity, Services do not include any custom development, integration work, code modifications, or other activities excluded under the Agreement, the SLA, or the Support Policy.