Sevice Level Agreement
Last Updated: June 1, 2026
This Service Level Agreement (“SLA”) describes the service performance objectives and related remedies applicable to the AXISKey platform provided by AXISKey Inc. (“AXISKey”). This SLA is incorporated by reference into the Master Services Agreement (“MSA”) between AXISKey and the Client. Capitalized terms not defined herein have the meanings assigned in the MSA.
This SLA applies only to platform services provided directly by AXISKey and does not apply to services provided by any AXIS Partner or third-party provider. For services delivered by other AXIS affiliated entities service performance standards are governed by the applicable Order Form or separate agreement.
1. Platform Availability
AXISKey targets a Monthly Uptime Percentage of at least 99.5% for the AXISKey production environment. Monthly Uptime is calculated as follows:
Monthly Uptime % = [(Total Minutes in Month – Downtime Minutes) ÷ Total Minutes in Month] × 100
1.1 Downtime Exclusions
The following events are excluded from Downtime for purposes of uptime calculation:
Scheduled maintenance (with at least 24 hours’ prior notice)
Emergency maintenance necessary to address security vulnerabilities or system stability
Force Majeure events as defined in the MSA
Downtime attributable to Client systems, configurations, data, integrations, or actions
Internet, DNS, ISP, or network failures outside AXISKey’s infrastructure
Failures of third-party systems, including but not limited to, ACH and banking providers, escrow providers, email and SMS providers.
Beta features, preview features, or AI-assisted functions
Any use of the platform in violation of the MSA or applicable documentation
1.2 Applicability and Disclaimer
Uptime is measured only at AXISKey’s network interface point and applies only to the AXISKey production environment. The 99.5% uptime figure is a performance target. It does not constitute a warranty or guarantee of uninterrupted service. AXISKey expressly disclaims all implied warranties to the fullest extent permitted by law.
2. Scheduled Maintenance
Scheduled maintenance is typically performed between 12:00 AM and 4:00 AM Eastern Time. AXISKey will provide prior notice for scheduled maintenance. Emergency maintenance may occur at any time to address security vulnerabilities or system stability. AXISKey will use reasonable efforts to minimize service disruption during all maintenance windows.
3. Monitoring and Incident Response
AXISKey monitors system health and performance using automated tools. Incidents are classified by severity and addressed in accordance with the following response and resolution targets:
Severity
Description
Initial Response
Status Updates
Resolution Target
Critical
Full platform outage or inability to process core transactions
1 business hour
Hourly
8 business hours
High
Major features failing or severe performance degradation
2 business hours
Every 4 hours
24 business hours
Medium
Functionality impaired but workaround available
4 business hours
End of business day
3 business days
Low
Minor issue or cosmetic defect
1 business day
As needed
Next scheduled release
3.1 Support Availability
Standard Support Hours: Monday–Friday, 9:00 AM – 6:00 PM Eastern Time
Critical Severity Monitoring: 24/7
3.2 Severity Classification and Escalation
Initial severity classification is determined by AXISKey based on the nature and scope of the reported issue. If the Client disagrees with AXISKey’s severity classification, the Client may request escalation to AXISKey’s support management, whose determination shall be final. Response and resolution targets are objectives, not guarantees. AXISKey is not liable for failing to meet any response or resolution target.
4. Data Integrity, Backups, and Disaster Recovery
AXISKey maintains the following data protection standards:
Daily full backups, retained for thirty (30) days
Redundant cloud storage with encryption in transit and at rest
Recovery Point Objective (RPO): 24 hours
Recovery Time Objective (RTO): 48 hours
RPO and RTO figures are targets, not guarantees. AXISKey is not responsible for data loss or corruption caused by Client actions, Client integrations, Client deletions or modifications, or third-party system failures. For AXIS Ledger clients, data integrity is further governed by the AXISKey Accuracy Backing terms, which are separate from and in addition to the remedies available under this SLA. Custom data backup requirements must be contracted separately.
5. Service Credits for SLA Non-Compliance
If AXISKey fails to achieve the 99.5% Monthly Uptime target in any calendar month, the Client may request a Service Credit in accordance with this Section 5.
5.1 Service Credit Levels
Monthly Uptime %
Service Credit
≥ 99.5%
0%
98.0% – 99.49%
5%
95.0% – 97.99%
15%
< 95.0%
25%
5.2 Credit Formula
Service Credit = Monthly Platform Fee × Credit Percentage. “Monthly Platform Fee” means the recurring platform subscription fee paid by the Client for the applicable month as set forth in the Order Form, excluding all transaction fees, utilization fees, professional services fees, and fees for services provided by any AXIS Partner.
5.3 Credit Conditions
The Client must submit a written credit claim within thirty (30) days after the end of the month in which the SLA non-compliance occurred. Claims submitted after this period are waived.
Credits apply only to AXISKey platform subscription fees. Credits do not apply to transaction fees, utilization fees, escrow fees, payment processing fees, professional services fees, or services provided by any AXIS Partner.
Credits have no cash value and are applied solely to future invoices.
Service Credits are the Client’s sole and exclusive remedy for AXISKey’s failure to meet the uptime target under this SLA.
Service Credits are subject to the Limitation of Liability provisions of the MSA.
6. SLA Exclusions
This SLA does not apply to:
AXIS Partners or any services they provide
Third-party systems, including escrow providers, ACH and banking providers, KYC/AML providers, CRM providers, email and SMS providers, analytics vendors, cloud infrastructure providers, and payment processors
Beta features, AI-assisted features, or early-access features
Client-side software, integrations, network, devices, browsers, or configurations
Misuse of the platform or violations of the MSA
Security incidents not directly caused by AXISKey’s gross negligence or willful misconduct
7. Modifications to this SLA
AXISKey may update or modify this SLA at any time. Updates become effective thirty (30) days after posting at www.axiskey.com/legal/sla, or immediately upon notice in the event of changes required by law, regulatory obligation, or material changes to third-party infrastructure costs. Continued use of the platform following the effective date of any update constitutes acceptance of the revised SLA.
8. No Warranties
This SLA defines performance targets, not guarantees. Nothing in this SLA creates a warranty, guarantee, or service commitment beyond what is expressly written in the MSA. AXISKey expressly disclaims all implied warranties, including any implied warranty of merchantability, fitness for a particular purpose, or uninterrupted service, to the fullest extent permitted by law.
