Service Level Agreement (SLA)

Effective Date: Applies from the date a user agrees to the User Agreement during registration.

Company: Whitelin Assets UAB
Platform: Paymint
Jurisdiction: Lithuania

1. Purpose

This Service Level Agreement (“SLA”) sets out the service standards, performance commitments, and responsibilities of Paymint (“the Platform”). It applies to all customers equally and covers the availability, support, and resolution processes for services offered on the Platform.

2. Covered Services

This SLA applies to the following core services:

  • Wallet Services
    • Secure custody and storage of supported digital assets.
    • On-chain wallet operations, including deposits and withdrawals.
    • Multi-signature and compliance-based transaction validation.
  • Exchange & Trading Services
    • Access to the exchange platform for buying, selling, and swapping supported assets.
    • Order execution, order book management, and price discovery.
    • Transaction history and account reporting.
  • Payment & Settlement Services
    • Processing of fiat and crypto deposits.
    • Processing of withdrawals (subject to compliance and security checks).
    • Internal transfer functionality between verified accounts.
  • Platform Availability & Hosting
    • Continuous operation of the Paymint web and mobile platforms.
    • Hosting infrastructure including servers, databases, and APIs.
    • Regular security monitoring and system updates.
  • Customer Support
    • Access via email, ticketing system, and phone line (+44 7350140239).
    • Support for account access, transaction issues, and technical assistance.
  • Analytics & Reporting
    • Real-time transaction status updates.
    • Dashboards for balances, trade activity, and historical data.
    • Compliance and audit reporting where applicable.
  • Security & Compliance Services
    • KYC/AML verification and monitoring.
    • Fraud detection, transaction screening, and sanctions checks.
    • Data protection, encryption, and secure identity management.
    • Commitment to applying industry best practices in encryption, monitoring, and compliance.

3. Excluded Services

This SLA does not apply to:

  • Services not explicitly listed above.
  • Failures caused by customer-side systems, internet connectivity, or third-party integrations not controlled by Paymint.
  • External blockchain network delays, congestion, or failures.
  • Planned maintenance, where customers are notified at least 24 hours in advance (except in cases of emergency maintenance).

4. Service Performance Commitments

Uptime Commitment

  • Paymint commits to 99.90% monthly uptime.
  • Planned maintenance with at least 24 hours’ prior notice is excluded from downtime calculations.
  • No more than 1 unplanned downtime event per month is considered acceptable.

Support Response Times

  • Support is available 24/7.
  • Initial response within 1 hour.

Resolution Times

  • Critical issues will be addressed within 1 hour where possible. Critical issues include complete platform outages, deposit or withdrawal failures, and confirmed security incidents.
  • Non-critical issues will be resolved within 1 business day. Non-critical issues include minor bugs, account display errors, and general support queries.

Customer Satisfaction

  • While no formal survey system is in place, feedback may be collected for service improvement.

5. Service Credits

Paymint does not provide financial service credits or compensation for missed SLA targets. Our focus is on rapid resolution, transparency, and maintaining service reliability.

6. Monitoring and Reporting

  • Service performance is monitored through internal systems hosted on AWS.
  • Internal reports are generated weekly.
  • Some performance indicators may be made available to users through the platform dashboard.
  • Report formats include PDF and CSV, depending on use case.

7. Issue Handling and Escalation

Reporting Issues

  • Issues must be reported via email (support@paymint.locker), the platform ticketing system, or the support phone line (+44 7350140239).

Escalation Process

  • If unresolved, issues are escalated to support managers.
  • If still unresolved after escalation, customers may pursue legal remedies under Lithuanian law.

If a dispute remains unresolved after escalation, the process set out in our Terms of Service under Governing Law and Dispute Resolution will apply.

8. User Obligations

To ensure effective service delivery, users agree to:

  • Maintain secure login credentials and protect account access details.
  • Ensure their own internet connectivity and device compatibility when using the Platform.
  • Comply fully with KYC/AML requirements and provide accurate information during verification.
  • Follow reasonable instructions from Paymint support staff in order to resolve issues.

Failure to meet these obligations may delay issue resolution or affect SLA applicability.

9. SLA Review and Updates

  • This SLA will be reviewed annually.
  • Customers will be notified of changes via email and dashboard notifications.

11. Force Majeure

Paymint shall not be liable for SLA breaches caused by events outside its reasonable control, including but not limited to blockchain network failures, internet outages, denial-of-service attacks, government restrictions, natural disasters, or other force majeure events.

12. Limitation of Liability

The total liability of Paymint for any failure to meet the commitments in this SLA shall not exceed the total fees paid by the customer to Paymint in the twelve (12) months preceding the event giving rise to the claim. Paymint shall not be liable for indirect, incidental, or consequential damages arising from SLA breaches.

13. Entire Agreement

This SLA forms part of the Paymint Terms of Service and supersedes any prior commitments regarding service levels.