Support and Service Levels

Last Updated: June 6, 2025

1. Data Location Support.

If the Open Banking Platform connectivity to a Data Location is unavailable, Finicity will use commercially reasonable efforts to restore connectivity as soon as possible. While Finicity will make commercially reasonable efforts to restore connectivity for Data Locations within forty-eight (48) hours of notification by Argyle, Data Location availability and repair time cannot be guaranteed due to factors outside of Finicity’s control, including the availability of information provided by the Data Location. In some instances, some Data Location connectivity will not be able to be restored. In addition, Data Location connectivity support case requests must be submitted through the Finicity Support Portal with the corresponding error information to be accepted by Finicity and subject to the commercially reasonable efforts to restore connectivity within the period outlined above.

2. Open Banking Platform and API System Availability.

2.1 “System Availability” means the ratio of hours found by dividing (i) a numerator consisting of the actual number of hours the Open Banking Platform is available in any rolling three (3) calendar month period by (ii) a denominator consisting of the total number of hours in the three (3) month period (excluding items listed in Section 3.3 below). Finicity employs a system availability-monitoring tool that operates on a twenty-four (24) hour, seven (7) day a week basis.

2.2 System Availability standard during a rolling three-month period: System Availability is greater than or equal to 99.5%.

2.3. The System Availability calculation does not apply to any unavailability, suspension, or termination that result from:

a. Any Force Majeure Event or internet access or related problems beyond the demarcation point of Finicity’s systems;

b. Any actions or inactions of Argyle, Customer, End Users, or Consumers;

c. Argyle’s or Customer’s equipment, software, or other technology;

d. any maintenance as provided for pursuant to the agreement or during regular Finicity maintenance windows; or

e. Finicity’s suspension and termination of Argyle’s or Customer’s right to use the Finicity systems in accordance with the agreement.

3. Disaster Recovery & Business Continuity.

3.1 Finicity has and will maintain throughout the term of the Agreement, a business continuity plan (“Business Continuity Plan”) designed to minimize the risks associated with a disaster affecting Finicity’s ability to provide the Open Banking Platform under the agreement that are consistent with industry standard practices. The Business Continuity Plan includes: (a) services and Personal Information backup and recovery procedures; and (b) fail-over procedures.

3.2 Finicity will test its Business Continuity Plan annually and will provide the test results excluding any proprietary information or member information not more than once annually to Argyle upon request.

3.3 Finicity’s recovery time objective (RTO) under such Business Continuity Plan is seventy-two (72) hours from the time Finicity declares a disaster. Finicity will maintain adequate backup procedures in order to recover Consumer Data to the point of the last available good backup, with a recovery point objective (RPO) of twenty-four (24) hours, depending on the availability of data.

3.4 As part of the Open Banking Platform, Finicity will, at its own expense, promptly replace or regenerate from Finicity’s media any Personal Information that Finicity has otherwise lost or damaged, or will obtain at Finicity’s expense a new copy of such lost or damaged Personal Information to the extent such is recoverable. The foregoing notwithstanding, Finicity’s APIs and any data deleted from Consumer interaction with the Open Banking Platform are excluded from the requirements herein.

4. Priorities.

4.1 Each incident is assigned a priority based on the urgency and severity of the support request. The severity is determined by:

a. The ability to use the software to execute the intended business function;

b. The extent to which Open Banking Platform is unable to perform that function; and

c. The impact of not being able to perform that function as well as the standard use of the function as designed by Finicity.

4.2 Issues requiring product code changes are not held to the corresponding resolution time standard, however all attempts to supply a valid workaround will be made by Finicity. The response and resolution time targets listed below represent a standard of average response and resolution times for all clients over time, rather than a resolution window for a single issue. This means that often issues may be resolved faster than the target time.