Service Level Agreement
This Service Level Agreement (“SLA”) sets forth the service commitments provided by BlinkSky, Inc. (“BlinkSky”) to any customer (“Customer”) that has subscribed pursuant to a valid commercial agreement between BlinkSky and such Customer (the “Agreement”).
A. Customer Support
Customer shall be entitled to select from the available Support options provided by
BlinkSky.
Support | Support | Available | Response Time |
|---|---|---|---|
Corporate Terms | blinksky.com/legal/ctos/ | 24/7/365 | Instant, no login required |
Partner Support | partners@blinksky.com | Mon - Fri | Within 3 business days* |
Customer Support | support@blinksky.com | Mon - Fri | Within 3 business days* |
Accounting | accounting@blinksky.com | Mon - Fri | Within 3 business days* |
ACH/Bank Wires | accounting@blinksky.com | Mon - Fri | Within 3 business days* |
Technical Support | appdev@blinksky.com | Mon - Fri | Within 3 business days* |
Integration Docs | /dashboard | 24/7/365 | Portal, login required |
Funding | /dashboard | 24/7/365 | Portal, login required |
Transfer / Move Funds | /dashboard | 24/7/365 | Portal, login required |
*Excludes weekends, observed U.S. holidays and bank holidays.
B. Service Level Commitments
The following commitments apply to BlinkSky’s Software as a Service (SaaS) platform:
BlinkSky shall provide responses to Customer inquiries within the applicable target response times, indicating either (i) required Customer action, or (ii) resolution of the matter by BlinkSky.
Each resolved incident shall be closed with the following notification: “Your request has been marked as solved. To reopen this request, please reply to this email.”
For account management or other non-technical issues, Customers shall contact BlinkSky Partner Support via email at partners@blinksky.com.
BlinkSky will provide responses to 100% of customer support inquiries in accordance with the stated priority levels, excluding periods of official office closures.
Priority Level | Response Time | Protocol |
|---|---|---|
Level Paid | Within < 1 hour | Contact BlinkSky Technical Support: priority@blinksky.com |
Level High | Within 8 hours | Contact BlinkSky Technical Support: appdev@blinksky.com |
Level Medium | Within 2 business days | Contact BlinkSky Support Team: support@blinksky.com |
Level Low | Within 2 business days | Contact BlinkSky Partner Support: partners@blinksky.com |
C. Additional Provisions
Customer Obligations – Customer is responsible for ensuring that all API and eGift Ribbon integrations are correctly configured within its own endpoints. Assistance with delivery options may be obtained through the Customer’s BlinkSky account manager.
Exclusions – This SLA does not extend to purchasing issues arising from (i) insufficient Customer account balances, or (ii) third-party funding or payment failures (ACH, wire transfers, or otherwise) not attributable to BlinkSky. Such issues must be resolved directly with Customer’s financial institution.
Account Monitoring and Threshold Alerts – BlinkSky shall provide automated monitoring of Customer accounts to ensure continuity of service. Customers will receive proactive threshold alerts by email when account balances or transaction limits approach predefined levels, allowing timely funding or adjustments to prevent service interruptions.
Scheduled Maintenance – BlinkSky may conduct planned system maintenance from time to time. Notice of such maintenance will be provided to Customer via email, with maintenance windows scheduled outside of peak usage periods to minimize service disruption.
Digital Brand Notifications – Upon receipt of notifications from participating merchants, BlinkSky will promptly communicate the following to Customer:
Planned merchant maintenance
Planned or intermittent brand outages
eGift card administration updates