Legal
Service level agreement
The commitment, the credit schedule, and the claim process. Service credits are the sole remedy for missing the uptime commitment, as stated in the Terms of Service.
1. Uptime commitment
99.9% monthly uptime, measured as ((total minutes - downtime minutes) / total minutes) x 100. That allows roughly 43.8 minutes of downtime per calendar month. Scheduled maintenance announced in advance, demo-environment interruptions, and outages caused by your own integration are excluded.
2. Service credits
| Monthly uptime achieved | Credit |
|---|---|
| 99.0% to 99.9% (below commitment) | 10% of monthly fee |
| Below 99.0% | 25% of monthly fee |
Submit a support request through the account portal with the subject line "SLA Credit Request: [Company Name]" within 15 calendar days of the end of the affected month. We evaluate in good faith within 15 business days; approved credits apply to your next invoice.
3. Support severity targets
| Severity | First response |
|---|---|
| Severity 1: Critical (service or a major crypto endpoint down) | 1 business day |
| Severity 2: High (critical sub-feature severely degraded) | 2 business days |
| Severity 3: Normal (non-critical bugs, questions) | 3 business days |
Response targets are operational goals, not binding guarantees, and do not trigger service credits. Support is provided on a commercially reasonable efforts basis with no guaranteed resolution time.
Issues are reported through the account portal support form. Service status and incident notices are published through the account portal.