Minka Service Level Agreement

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.

Service Availability

Service Level Objective

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:

1. Reaches the Platform’s infrastructure,

2. Is processed without internal errors,

3. And returns a response with an HTTP status code in the 2xx range (or any status explicitly defined as successful in the Ledger documentation).

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.

Customer Responsibilities

To receive Support and Service Credits, Customer must maintain technical contacts, provide diagnostic information, verify issues are not Customer-caused, implement fixes or workarounds, and remain in compliance with the Agreement. Failure to do so may delay Support or disqualify Customer from Service Credits. “Service Credit” means the percentage credit applied by Minka to Customer’s future Fees, as described in this SLA.

Downtime Definition

Downtime means the total number of minutes in a calendar month during which the Production Service is unavailable to process Valid Requests, excluding Planned Maintenance and SLA Exclusions.

A minute counts as Downtime only if the Service is unavailable across all active instances in the applicable and the unavailability is attributable to Minka.

Outage Definition

“Outage” means a complete inability of the ledger service to process valid requests across all fault-tolerant instances, resulting in total loss of functionality with no available workaround for more than 15 consecutive minutes.

Degradation

“Degradation” includes latency above expected thresholds, intermittent errors, partial failures affecting only certain participants, or delays caused by Customer systems.

Degradation is covered under Support response commitments, not Availability Credits. Degradation does not count as Downtime for availability credits unless it results in failed Valid Requests above 99.95% over 30 minutes.

SLA Scope

This SLA governs availability and support response standards for the Products as described in an Order Form.

(a) Standard Security Program: Minka implements and maintains commercially reasonable administrative, physical, and technical safeguards appropriate for a SaaS environment designed to protect the confidentiality, integrity, and availability of the Products and Customer Data.

(b) Exclusions; No Client-Directed Testing: Minka commits to performing periodic penetration testing and vulnerability analysis on its critical systems to protect against emerging threats. Minka shall not be required to perform tenant-specific or client-directed tests given the SaaS operating model and Minka’s technology base.

The SLA does not apply to:

• Services designated as Alpha, Beta, or Early Access

• Environments other than Production (e.g. Staging, Sandbox)

• Downtime caused by DoS/DDoS attacks

• Downtime caused by Customer actions or misconfigurations

• Third-party providers used by the Customer (banks, clearinghouses, SMS/OTP, settlement systems, PSPs, mobile carriers, data centers, VPN, etc.)

• Force majeure events

• Security incidents caused by the Customer

• Violations of the Agreement, SLA or Support Policy

• Issues caused by Customer integrations not certified by Minka

• Performance issues, latency or degradation resulting from the Customer exceeding agreed limits as specified in related Order Form(s) of the Customer.

• Tenant-specific penetration tests

• Ethical hacking

• Vulnerability scans

• Security audits

• Code reviews

• Red/blue team exercises

• Any bespoke testing, including but not limited to load testing, requested by Customer, its auditors, regulators, or any third party.

Any such activities require a separate, paid Order Form and Minka’s prior written consent, and will not be treated as Support.

(c) Remediation: Minka’s remediation obligations are limited to actions taken under its standard security program. Minka is not liable for findings or impacts resulting from prohibited or out-of-scope testing.

Maintenance

Planned Maintenance

A Maintenance Window is a designated period during which Minka may temporarily suspend or limit access to the Platform to perform system updates, infrastructure changes, security enhancements, or other essential maintenance activities.

Planned Maintenance that is expected to materially impact production availability will be notified at least 7 days in advance. Other Planned Maintenance will be notified at least 72 hours in advance.

If Minka expects planned maintenance to negatively affect the availability or functionality of the Services, Minka will make commercially reasonable efforts to provide at least seven days' prior notice of the planned maintenance.

Emergency Maintenance

Minka may perform unscheduled emergency maintenance at any time. If expected to negatively affect availability or functionality, Minka will make commercially reasonable efforts to provide prior notice of such maintenance. Failure to provide notice is not an SLA breach.

Maintenance notices will be provided through the agreed-upon Minka Support Tool. Maintenance windows are excluded from Downtime calculations.

Service Credit

Service Credits are Customer’s sole and exclusive remedy for Minka’s failure to meet the SLO. Service Credits carry no cash value and may only be applied to future Fees. Customer is not eligible for Service Credits if Customer is in material breach of the Agreement, including non-payment. Service Credits will be granted as described below:

Service Credits may not be redeemed for cash, refunded, or applied against any amounts other than future fees payable for the applicable Service.

Service Credits apply solely to the specific Service component impacted by the qualifying Service Level failure and may not be used for any other Products or Services.

Customer forfeits any right to Service Credits for any period during which Customer is in payment arrears or otherwise in material breach of this Agreement.

Claiming Service Credit

To receive any Service Credits, the Customer must inform Minka's technical support service within 30 days after the date the Customer became eligible for a Financial Credit.

Customer must provide dates, times, request IDs, and affected endpoints. Logs can be supporting evidence, not required and authoritative.

Service Credits will be issued as credits for future use of the service and applied within 30 days after the Service Credit is requested. Total Service Credits for any month are capped at the equivalent to one month of fees paid by the Customer for the affected service.

Support Policy

Support Coverage

The Customer will provide first-level support to their Users.

Minka will provide second-level support only to the Customer's Authorized Users, using Minka-defined channels based. Only Authorized Users will have direct access to our support platform to review and publish customer requests.

Priority Definitions

Priority Designation: The Customer designates the priority P0-P3 when submitting Requests in Production. A “Request” means a support ticket submitted by Customer to Minka through an approved support channel, in accordance with this SLA, for purposes of reporting an issue, asking a question, receiving assistance, or otherwise seeking Support. A Request must include all required diagnostic information specified in the SLA and Support Policy.

Minka will review the Customer's designation and may reclassify it if Minka deems it incorrect or where the Customer does not maintain continuous availability for a Request until its resolution.

Priority Matrix

Required information

Customer must provide, time and description of issue, error logs, trace IDs, request IDs, or sample payloads, screenshots if available, participant(s) impacted and reproducibility details.

Before escalation, Customer must validate that the issue is not caused by the Customerʼs systems, confirm network and connectivity, ensure all integration steps follow Minka documentation, notify Minka of system changes and planned maintenance that may affect performance at least seven days' prior notice

Feature Requests

If Minka considers a Request to be a Feature Request, Minka will log such Request for consideration in a future update or version of the Services and consider the matter closed.

Minka has no obligation to respond to or resolve any Feature Request or to include such Feature Request in any future update or version.

All Feature Requests are treated as P3 priority and have no commitment for delivery.

Building new features

Minka has no obligation under the support policy to write, build, or improve any software Solution; or write code to facilitate a Solution; configure the Services for the Customer; design, build, or review the Customer's infrastructure.

Incident Communication and Status Updates

During any service disruption, Minka will make its best commercial efforts to provide frequent and timely updates through the official support channel. Updates will include the current status of the incident, actions taken, next steps, and expected timelines when reasonably available.

Minka will continue to issue updates throughout the duration of the incident and until full service restoration. The purpose of these communications is to ensure transparency and allow the Customer to take any necessary operational actions.

Acknowlegde times and Resolution times

TTA (Time to Acknowledge): The maximum time it takes for Minka to acknowledge an issue and begin investigation after a ticket is submitted through the official support channel.

TTR (Time to Resolution): The target timeframe to fully resolve an issue or implement a resolution that restores service to normal operating conditions.

Low priority P3 response is at the first convenience of the support team, generally within three to five business days.

Business days (hours) are defined as Monday to Friday, 9am to 5pm in the client local time zone, excluding public holidays.

Sandbox, Staging, QA and Development environments are excluded from all SLA guarantees.

The Time to Acknowledge (TTA) and Resolution Times (TTR) set forth in this SLA are target service objectives, not guaranteed response or resolution commitments. These targets represent Minka’s commercially reasonable goals based on the severity classification of an incident and are provided for reference and planning purposes only. Actual response and resolution timelines may vary depending on the nature, scope, and complexity of the incident, including dependencies on third parties, customer cooperation, and the availability of diagnostic information.

Support plans

A bi-weekly check-in is a structured session to review incidents, updates, performance metrics, and roadmap alignment.

Technical Account Management provides proactive technical guidance, integration support, architectural recommendations, and periodic operational reviews to ensure proper use and stability of the Minka platform, without performing custom development or managing customer infrastructure.

The Customer Success Manager is the primary operational point of contact for enterprise clients. They oversee the clientʼs day-to-day use of the platform, ensure stability and adherence to best practices, coordinate support issues and escalations, run regular check-ins, and track progress against the clientʼs objectives.

Any hours beyond the standard allocation for Technical Account Management, Customer Success Management, or Solution Architecture will be billed under Minkaʼs standard Professional Services pricing.