This document describes the features, functionality, and operational parameters of Merble's Partner Services — the hosted software-as-a-service offerings referenced in Merble's partner and reseller agreements.
Merble is an AI loan officer deployed inside banks and credit unions. The platform continuously monitors institutional account data and external financial signals to detect life events, financial needs, and borrowing intent — then engages the customer or member at the moment a lending opportunity emerges, rather than waiting for an application to arrive.
Merble is delivered as a multi-tenant hosted SaaS platform. Each partner institution receives a dedicated logical environment with isolated data, a configurable agent layer, and access to the partner-facing console where campaigns, conversations, and outcomes can be reviewed.
Merble ingests core banking data (transaction history, account balances, product holdings, credit attributes where permissible) and combines it with external signals to identify borrowers who are likely to need a loan in the near term. Signals include life events, debt profile changes, property-related triggers, and cross-institutional financial movements.
The platform runs a multi-agent architecture that handles conversation routing, eligibility assessment, and compliance filtering as distinct stages. A compliance gate operates as a pre-processing filter on all outbound communication. Intent and eligibility are assessed by separate agents so that messaging is grounded in both the borrower's situation and the institution's product catalog.
Merble executes outbound communication across email, SMS, and voice. Voice conversations are handled by a production voice agent with sub-second latency, capable of qualifying a borrower, capturing application intent, and handing off warm leads to human loan officers for closing. All channels operate under the same compliance and brand guardrails configured by the partner institution.
Each detected opportunity is matched against the institution's live product catalog — rates, terms, eligibility rules, and geographic constraints. Merble does not surface a loan opportunity to a borrower unless it is a product the institution actually offers and the borrower is plausibly eligible for.
Partner institutions access Merble through a unified console that includes campaign configuration, conversation review, outcome tracking, loan officer handoff queues, and funded-loan attribution reporting. Role-based access controls allow separate permissions for administrators, compliance reviewers, and loan officers.
Every funded loan attributable to a Merble-originated conversation is tracked from initial signal through funding. Partners receive monthly attribution reports and have on-demand access to the full audit trail for each opportunity.
Merble operates under a formal information security program aligned to the AICPA Trust Services Criteria for Security, Availability, and Confidentiality. The platform is hosted on SOC 2 Type II certified cloud infrastructure within the United States. All data is encrypted in transit (TLS 1.2 or higher) and at rest (AES-256).
Merble processes personal data in accordance with applicable Data Protection Laws and Regulations, including the GDPR, the UK GDPR, and applicable US state privacy laws. Merble acts as a processor on behalf of the partner institution (the controller). A Data Processing Addendum is available upon request and is incorporated by reference into the master agreement.
Merble's outbound communication layer is designed for compliance with financial services regulations applicable to its partners, including the Telephone Consumer Protection Act (TCPA), the Fair Credit Reporting Act (FCRA), the Equal Credit Opportunity Act (ECOA) and Regulation B, and the Homebuyers Privacy Protection Act (HPPA). Compliance posture is configurable per partner institution to reflect state-specific and product-specific requirements.
Partner data is stored in US-region cloud infrastructure. Data is retained for the term of the agreement plus the period required by applicable law or partner-specific retention policy. Upon termination, partner data is returned or deleted according to the terms of the governing agreement.
Merble targets 99.9% monthly uptime for the production platform, excluding scheduled maintenance and force majeure events. Availability is measured as the percentage of minutes in a calendar month during which the partner console and core API endpoints are responsive to valid requests.
| Tier | Target | Measurement |
|---|---|---|
| Production platform uptime | 99.9% monthly | Rolling 30-day window |
| Critical incident response | Within 1 hour | 24×7 |
| High-severity incident response | Within 4 business hours | Business days, 8am–8pm ET |
| Standard support response | Within 1 business day | Business days, 8am–8pm ET |
Scheduled maintenance windows are communicated at least 72 hours in advance and are generally performed outside of US business hours. Emergency maintenance may be performed with shorter notice when required to protect the security or integrity of the platform.
Active incidents affecting production availability are communicated to designated partner contacts via email and, for critical incidents, by phone. A post-incident review is provided within five business days of resolution for all severity-one incidents.
Standard partner onboarding runs approximately 30 days from signed agreement to live campaign. The onboarding sequence includes data integration and member matching, signal processing and segment build, campaign design and compliance review, and loan officer training. A named implementation lead is assigned to each partner for the duration of onboarding.
Partners have access to support via email, a shared channel (Slack or Microsoft Teams), and a dedicated customer success contact. Standard support hours are 8am–8pm ET on US business days. Critical production incidents are handled 24×7 regardless of business hours.
Merble releases platform updates on a rolling basis. Material changes to Partner Services — including new features, deprecations, or modifications that affect integrations — are communicated in advance through release notes and, where applicable, direct notice to partner administrators.
Live training sessions are provided during onboarding for administrators, compliance reviewers, and loan officers. Written documentation, video walkthroughs, and a partner knowledge base are maintained and updated as the platform evolves.
Merble may update this documentation from time to time to reflect changes to the Partner Services. Material changes affecting partner integrations or contractual rights will be communicated in advance to partner administrators of record. The current version of this document is always available at merble.ai/legal/partner-services-documentation.