⚡ Service Level Agreement (SLA)

Last Updated: November 16, 2025

Uptime Guarantees

Tier	Uptime Guarantee	Max Downtime/Month
Base	99.9%	43 minutes
Premium	99.99%	4.3 minutes

Performance Guarantees

Metric	Base Tier	Premium Tier
API Response Time (P95)	< 150ms	< 100ms
Fraud Detection Accuracy	99.5%	99.8%
Rate Limit	1,000 req/min	10,000 req/min

Scheduled Maintenance

Scheduled maintenance windows occur on the first Sunday of each month, 2:00-4:00 AM UTC. Customers are notified 7 days in advance.

Service Credits

If we fail to meet our SLA, you're eligible for service credits:

Uptime Achieved	Service Credit
99.0% - 99.89%	10% of monthly fee
95.0% - 98.99%	25% of monthly fee
< 95.0%	50% of monthly fee

Support Response Times

Base Tier: Email support with 24-hour response time

Premium Tier: Priority support with 1-hour response time + dedicated Slack channel

Exclusions

SLA does not cover downtime caused by:

• Your application or infrastructure issues
• Internet connectivity problems
• DDoS attacks (we have mitigation, but can't guarantee 100%)
• Force majeure events

Monitoring

Real-time status available at: dashboard.html

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