Blink Service Level Agreement
Last Updated: May 2025
Data Priority Level
P5: Informational
General query, question or other informational request (rather than a support request arising from an Issue).
8 Business Hours
30 Business Days
Monthly Availability Achieved
Service Credit %
Equal to or greater than 99.9%
0%
Equal to or greater than 98% but less than 99.9%
2%
Equal to or greater than 96% but less than 98%
4%
Equal to or greater than 0% but less than 96%
6%
Data Priority Level
Definition
Response time
Resolution Time
P5: Informational
General query, question or other informational request (rather than a support request arising from an Issue).
8 Business Hours
30 Business Days
P4: Low
An Issue that impairs a service feature for:
(i) more than one percent (1%) but less than 10% of Customer users and a reasonable workaround is available; and/or
(ii) less than one percent (1%) of Customers where no reasonable workaround is available.
4 Business Hours
30 Business Days
P3: Medium
An Issue that impairs a feature of the Blink Apps for
(i) 10% or more of Customer users even if there is a reasonable workaround and/or:
(ii) 1% or more of Customer users where no reasonable workaround is available.
4 Business Hours
10 Business Days
P2: High
An Issue that impairs a feature of the Blink Apps for
(i) 20% or more of Customer users even if there is a reasonable workaround and/or
2 Business Hours
3 Business Days
P1: Urgent
An Issue that renders a Blink App completely inoperative for 30% or more of Customer users.
15 Minutes
4 hours
