Service Level Agreement (SLA)
This SLA is a component of the Master Services Agreement for the Enterprise Compliance Plan.
1. Definitions
"Service": Refers to the Crypto Audit Scanner™ platform, including the user interface, backend processing, and dedicated API access provided under the Enterprise Compliance plan.
"Monthly Uptime Percentage": Calculated as (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month * 100.
"Downtime": The total number of minutes during a calendar month when the Service's core functionality (API endpoints and scan initiation) is unavailable. Downtime does not include unavailability due to "Exclusions" (see Section 6).
"Scheduled Maintenance": Periods of pre-announced maintenance, notified to the Customer at least 48 hours in advance, during which the Service may be unavailable.
"Dedicated API Keys": The three (3) unique API keys provided to the Customer, which are provisioned with dedicated throughput limits separate from other service tiers.
"Dedicated Throughput": The prioritization of the Customer's scan requests in a processing queue separate from and with higher priority than all other service tiers.
"Business Hours": 9:00 AM – 6:00 PM Eastern Time (ET), Monday through Friday, excluding U.S. federal holidays.
2. Service Commitment: Uptime
The Provider commits to a 99.9% Monthly Uptime Percentage for the Service. This applies to the Dedicated API Key endpoints and the web application's scan initiation functionality.
3. Service Commitment: Performance & Dedicated Throughput
- API Performance: The Customer's three (3) Dedicated API Keys will have a 99.0% success rate for all well-formed requests. The 95th percentile (p95) latency for scan *initiation* requests will be below 500ms.
- Dedicated Processing Queue: All scans submitted by the Customer will be routed to a priority processing queue, processed ahead of all requests from other service tiers.
- Capacity: The service is provisioned to support up to 1,000,000 address scans per monthly billing cycle.
4. Support Commitment: Incident Response
| Severity Level | Definition | Target First Response (Acknowledgement) |
|---|---|---|
| Critical (P1) | Complete service unavailability (API & UI); data integrity at risk. | < 1 Hour (24/7/365) |
| High (P2) | Core service feature impaired (e.g., bulk upload failing); no workaround. | < 4 Business Hours |
| Normal (P3) | Minor feature bug, incorrect report data, general query. | < 1 Business Day |
5. Remedies: Service Credits
If the Provider fails to meet the 99.9% Monthly Uptime Percentage, the Customer is eligible for a service credit, calculated as a percentage of their $999 monthly fee.
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| < 99.9% but ≥ 99.0% | 10% Credit ($99.90) |
| < 99.0% but ≥ 95.0% | 25% Credit ($249.75) |
| < 95.0% | 50% Credit ($499.50) |
6. Exclusions
This SLA does not apply to any performance or availability issues that are:
- Caused by factors outside of the Provider's reasonable control (Force Majeure).
- The result of Customer's equipment, software, or network issues.
- The result of Customer's breach of the Agreement, including exceeding the 1,000,000 address/month limit.
- Caused by Scheduled Maintenance.
- Caused by the failure, downtime, or rate-limiting of third-party blockchain data providers (e.g., RPC nodes, Etherscan API) upon which the Service depends.