Our public service commitments.
This page describes the service targets eWallet Cashier operates against. It applies to all active operator accounts. Enterprise contracts may include tighter, negotiated terms.
Last updated: July 14, 2026
Balance credit
How long from customer transaction confirmation to funds appearing on the operator's eWallet Cashier balance. Instant in all standard cases. Balance credit is not the same as cashout — see below.
- Standard tickets (≤ $250K)
- Instant on confirmation
- Large tickets (> $250K)
- ≤ 2 hours
- First-time counterparties
- ≤ 4 hours
Balance updates the moment the customer transaction confirms, 24/7.
Includes compliance review during business hours (08:00–20:00 UTC).
One-time onboarding checks. Subsequent transfers are instant.
Cashout to crypto
How long from cashout request to funds leaving the platform to the operator's crypto wallet. Cadence depends on how the balance was funded — payments taken directly in crypto cash out same-day, e-wallet-funded balances follow a scheduled cadence.
- Crypto-funded balance
- ≤ 24 hours
- E-wallet-funded balance · standard
- Weekly
- E-wallet-funded balance · on request
- Every 72 hours
Payments taken in crypto can always be cashed out within one business day.
Default cadence for balances funded via CashApp, PayPal, Zelle, Apple Pay, Venmo.
Minimum cadence available on request for established operators.
Uptime
Uptime measured across the payment widget, address generation service, and settlement pipeline. Measured monthly, rolling.
- Monthly target
- 99.9%
- 12-month trailing
- 99.97%
- Planned maintenance
- Excluded from calculation
Reported on request.
Announced ≥ 72 hours in advance on Telegram.
Support response
Telegram is the primary channel. Email exists as backup for audit trails.
- Telegram · 08:00–24:00 UTC
- < 10 min first response
- Telegram · overnight
- < 1 hour first response
- Email backup
- < 4 business hours
Incident communication
During any active incident affecting payments, settlement, or authentication.
- First notification
- ≤ 15 min after detection
- Status updates
- Every 30 min during active incident
- Post-mortem (Sev-1)
- ≤ 5 business days
What's excluded
Events outside our operational control are not counted against these targets:
- Blockchain network congestion, mempool backlogs, or reorgs beyond our operational control.
- Upstream banking-partner outages that affect off-ramp settlement to fiat.
- Downtime caused by operator-side misconfiguration, unauthorized integrations, or credential compromise.
- Force majeure events, including regulatory action targeting a specific jurisdiction.
Questions about the SLA?
Enterprise operators can request custom terms — tighter settlement targets, dedicated support windows, or private status reporting. Reach out on Telegram and we'll get you on a call with operations.
$ chat on telegram →This SLA is a public service commitment describing how eWallet Cashier operates. It is not a legal warranty or a substitute for the terms in your operator agreement. Specific enterprise commitments, if any, are governed by that agreement.