TRES Finance Services SLA
Effective Date: July 20, 2026
Fireblocks will provide the TRES Finance Service in accordance with the following service levels:
Dashboard Service:
- Description: TRES Dashboard enables users to navigate their financial data through an intuitive dashboard interface, offering comprehensive insights into their financial statements and analytical components.
- SLA Target: 99.9%.
- Performance Metrics: Resource Availability, MTTR, MTTF, Errors.
- Measurement: Dashboard functionality and availability.
API Service:
- Description: TRES API service empowers users to query their data using authenticated JWT tokens, facilitating seamless integration with external systems and applications.
- SLA Target: 99.9%.
- Performance Metrics: Resource Availability, Response Time, MTTR, MTTF, Avg + Max API Calls Per Minute.
- Measurement: API service availability and response time.
Reporting:
- Description: TRES Reporting engine enables users to generate on-demand or automated financial reports, delivering valuable insights into their financial data.
- SLA Target: 99.9%.
- Performance Metrics: Resource Availability, Time-to-Generate, Max Reports per Day.
- Measurement: Report generation speed and availability.
Service credits will be issued for each month affected by downtime beyond the SLA targets, subject to the Service Credit Eligibility and Exclusions sections below, with the credit percentage determined as follows:
| Monthly Availability | Credit |
| Between 99.9% – 99.89% | 10% of monthly fee |
| Below 99.0% | 20% of monthly fee |
In order to receive any of the service credits described above, Client must (i) notify its Fireblocks’ customer success manager in writing within thirty (30) days from the time when Client becomes eligible to receive service credits; (ii) submit to Fireblocks’ technical support team all information necessary for Fireblocks to validate Client’s claim, including but not limited to: (a) a detailed description of the downtime incident; and, (b) information regarding the time and duration of the downtime incident; and (iii) be in compliance with the terms of its Agreement. Failure to comply with these requirements will void Client’s right to receive service credits.
Client hereby acknowledges and agrees that its right to receive service credits as specified above constitutes its sole and exclusive remedy for any downtime incidents.
The service credits do not apply to any downtime incidents that:
a. are planned downtime incidents announced in advance by Fireblocks to the Client, including without limitation, for periodic upgrades and maintenance;
b. are subject to the force majeure clause in the Agreement;
c. resulted from use of the TRES Finance Services other than as directed by Fireblocks (including in any TRES Documentation) or in violation of the terms of the Agreement;
d. resulted or originated from Client’s employees or agents, equipment, software or other technology and/or third party equipment, software or other technology, including any aspect of the Client environment;
e. are caused by factors beyond Fireblocks’ reasonable control including, but not limited to, any failure caused by blockchain nodes, issues with the underlying blockchain, cloud provider downtime or any third party downtime incident or issue, whether Fireblocks has integrated or embedded such third party’s services or not; or,
f. any time where Fireblocks is awaiting information from Client or awaiting Client confirmation that the TRES Finance Services have been restored.