Service Level Agreement¶

Effective Date: January 1, 2026
Last Revised: February 1, 2026
SLA Version: 2.0
Service Owner: Apex Bank Digital Platform Engineering

This Service Level Agreement ("SLA") establishes the service availability commitments, performance standards, and support targets for Apex Bank's Digital Banking Platform, including Internet Banking, the Apex Bank Mobile App, the Apex Concierge AI assistant, and associated APIs. This SLA forms part of the Terms of Service.

1. Platform Availability¶

1.1 Uptime Commitment¶

Apex Bank commits to maintaining 99.99% monthly uptime for the Digital Banking Platform, measured as the percentage of total minutes in a calendar month during which the platform is operational and accessible to authenticated customers.

1.2 Service Availability by Component¶

Service Component	Availability Target	Measurement
Internet Banking	99.99%	Synthetic monitoring, 60-second intervals
Mobile App (iOS/Android)	99.95%	API health checks, 120-second intervals
Apex Concierge AI	99.90%	Endpoint health + response validation
NPP / PayID Payments	99.99%	Real-time heartbeat monitoring
BPAY & Direct Debit Processing	99.95%	Batch and real-time monitoring
Card Transaction Processing	99.99%	Gateway availability monitoring

2. Transaction Processing Times¶

Apex Bank commits to the following processing times under normal operating conditions:

Transaction Type	Processing Target
NPP / PayID (real-time)	< 60 seconds
Internal transfers	Immediate
BPAY payments	Same business day (if submitted before 6:00 PM AEST)
Direct debits	Next business day
International transfers	1-3 business days
Home loan drawdown	Within 5 business days of settlement
Credit card transactions	Real-time authorisation; posted within 1 business day

3. Scheduled Maintenance¶

3.1. Routine maintenance is performed during the following windows:

Primary Window: Sundays, 02:00 AM - 05:00 AM AEST
Secondary Window: First Saturday of each month, 11:00 PM - 02:00 AM AEST

3.2. Customers will be notified at least 72 hours in advance via in-app notification and email. Scheduled maintenance is excluded from downtime calculations.

4. Incident Classification & Response Times¶

Priority	Description	Response Time	Resolution Target
P1 - Critical	Complete platform outage or payment processing failure	15 minutes	2 hours
P2 - High	Major feature degradation (e.g., mobile app down, card processing delays)	30 minutes	4 hours
P3 - Medium	Non-critical feature impairment with workaround available	2 hours	24 hours
P4 - Low	Minor issue with minimal customer impact	8 hours	5 business days

5. Customer Support Response Times¶

Channel	Hours	Response Target
Phone (1300 APEX BK)	24/7	< 3 minutes average wait
In-app chat	24/7	< 2 minutes
Email	Business hours	Within 1 business day
Branch	Mon-Fri 9:30 AM - 4:00 PM	Walk-in service
Apex Concierge AI	24/7	Instant (< 3 seconds)

6. Data Backup & Recovery¶

Recovery Point Objective (RPO): 15 minutes — transaction data loss shall not exceed 15 minutes in a catastrophic failure.
Recovery Time Objective (RTO): 2 hours — full platform restoration from disaster recovery site.
Backup Schedule: Continuous replication with point-in-time recovery for 90 days. Daily incremental and weekly full backups retained for 7 years in compliance with APRA Prudential Standard CPS 231.

7. Exclusions¶

The following are excluded from downtime calculations: scheduled maintenance within communicated windows; force majeure events; third-party outages (NPP infrastructure, card scheme networks, or cloud provider failures where contractual redundancy is in place); customer-caused issues including exceeding API rate limits; and regulatory-mandated system changes.

Apex Bank Ltd ABN 00 000 000 000
Digital Banking Platform Operations
Level 30, 120 Collins Street
Melbourne VIC 3000
Platform Status: status.apexbank.com.au
Support: 1300 APEX BK (1300 273 925)

Service Level Agreement