📊 Service Level Agreement
This Service Level Agreement ("SLA") describes the service levels OnChain Media Labs commits to provide for its advertising technology platform. This SLA is part of and subject to the terms of your service agreement with us.
1
Service Availability
Uptime Commitment
We commit to the following monthly uptime percentages:
99.99%
Platform API
99.9%
Dashboard/UI
99.9%
Reporting Systems
99.95%
Blockchain Verification
Uptime Calculation
Monthly Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100"Downtime" means a period when the services are unavailable, excluding scheduled maintenance and force majeure events.
2
Performance Standards
Response Times
⚡ Bid Response
<50ms (P99)
🔌 API Endpoints
<100ms (P95)
📱 Dashboard Loading
<2 seconds
📊 Report Generation
<30 seconds for standard reports
Throughput
Minimum 100,000 requests per second capacity
Auto-scaling to handle traffic spikes
Geographic load balancing for optimal performance
3
Service Credits
If we fail to meet our uptime commitments, you are eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
99.0% - 99.99% | 10% of monthly fees |
95.0% - 99.0% | 25% of monthly fees |
90.0% - 95.0% | 50% of monthly fees |
Below 90.0% | 100% of monthly fees |
4
Support Levels
Response Times by Priority
🔴 Critical (P1)
Complete service outage - Response within 15 minutes, 24/7
🟠 High (P2)
Major functionality impaired - Response within 1 hour, 24/7
🟡 Medium (P3)
Minor functionality impaired - Response within 4 hours, business hours
🟢 Low (P4)
General inquiries - Response within 1 business day
Support Channels
📞 24/7 Emergency Support Hotline
🎫 Support Portal with Ticket Tracking
👤 Dedicated Account Manager (Enterprise)
5
Scheduled Maintenance
Scheduled maintenance windows are typically:
🕐 Sunday 2:00 AM - 6:00 AM PST (low traffic period)
📅 Notification: 7 days advance notice for routine maintenance
⚠️ Emergency maintenance: As soon as reasonably possible
6
Disaster Recovery
1 Hour
Recovery Point Objective (RPO)
Maximum data loss
4 Hours
Recovery Time Objective (RTO)
Full service restoration
🌐 Multi-region redundancy across 3+ data centers
🔄 Automated failover capabilities
7
Exclusions
This SLA does not apply to:
🧪 Features labeled as "beta" or "preview"
👤 Outages caused by customer actions or third parties
🌪️ Force majeure events
🔧 Scheduled maintenance windows
🆓 Services provided at no charge
8
Requesting Credits
Submit Credit Request
Submit within 30 days of the incident with details of the downtime. Credits will be applied to future invoices.
If you have any questions about this policy, please contact us at [email protected]