# AITBC Enterprise Integration SLA

## Overview

This document outlines the Service Level Agreement (SLA) for enterprise integrations with the AITBC network, including uptime guarantees, performance expectations, and support commitments.

## Document Version
- Version: 1.0
- Date: December 2024
- Effective Date: January 1, 2025

## Service Availability

### Coordinator API
- **Uptime Guarantee**: 99.9% monthly (excluding scheduled maintenance)
- **Scheduled Maintenance**: Maximum 4 hours per month, announced 72 hours in advance
- **Emergency Maintenance**: Maximum 2 hours per month, announced 2 hours in advance

### Mining Pool Network
- **Network Uptime**: 99.5% monthly
- **Minimum Active Miners**: 1000 miners globally distributed
- **Geographic Distribution**: Minimum 3 continents, 5 countries

### Settlement Layer
- **Confirmation Time**: 95% of transactions confirmed within 30 seconds
- **Cross-Chain Bridge**: 99% availability for supported chains
- **Finality**: 99.9% of transactions final after 2 confirmations

## Performance Metrics

### API Response Times
| Endpoint | 50th Percentile | 95th Percentile | 99th Percentile |
|----------|-----------------|-----------------|-----------------|
| Job Submission | 50ms | 100ms | 200ms |
| Job Status | 25ms | 50ms | 100ms |
| Receipt Verification | 100ms | 200ms | 500ms |
| Settlement Initiation | 150ms | 300ms | 1000ms |

### Throughput Limits
| Service | Rate Limit | Burst Limit |
|---------|------------|------------|
| Job Submission | 1000/minute | 100/minute |
| API Calls | 10,000/minute | 1000/minute |
| Webhook Events | 5000/minute | 500/minute |

### Data Processing
- **Proof Generation**: Average 2 seconds, 95% under 5 seconds
- **ZK Verification**: Average 100ms, 95% under 200ms
- **Encryption/Decryption**: Average 50ms, 95% under 100ms

## Support Services

### Support Tiers
| Tier | Response Time | Availability | Escalation |
|------|---------------|--------------|------------|
| Enterprise | 1 hour (P1), 4 hours (P2), 24 hours (P3) | 24x7x365 | Direct to engineering |
| Business | 4 hours (P1), 24 hours (P2), 48 hours (P3) | Business hours | Technical lead |
| Developer | 24 hours (P1), 72 hours (P2), 5 days (P3) | Business hours | Support team |

### Incident Management
- **P1 - Critical**: System down, data loss, security breach
- **P2 - High**: Significant feature degradation, performance impact
- **P3 - Medium**: Feature not working, documentation issues
- **P4 - Low**: General questions, enhancement requests

### Maintenance Windows
- **Regular Maintenance**: Every Sunday 02:00-04:00 UTC
- **Security Updates**: As needed, minimum 24 hours notice
- **Major Upgrades**: Quarterly, minimum 30 days notice

## Data Management

### Data Retention
| Data Type | Retention Period | Archival |
|-----------|------------------|----------|
| Transaction Records | 7 years | Yes |
| Audit Logs | 7 years | Yes |
| Performance Metrics | 2 years | Yes |
| Error Logs | 90 days | No |
| Debug Logs | 30 days | No |

### Data Availability
- **Backup Frequency**: Every 15 minutes
- **Recovery Point Objective (RPO)**: 15 minutes
- **Recovery Time Objective (RTO)**: 4 hours
- **Geographic Redundancy**: 3 regions, cross-replicated

### Privacy and Compliance
- **GDPR Compliant**: Yes
- **Data Processing Agreement**: Available
- **Privacy Impact Assessment**: Completed
- **Certifications**: ISO 27001, SOC 2 Type II

## Integration SLAs

### ERP Connectors
| Metric | Target |
|--------|--------|
| Sync Latency | < 5 minutes |
| Data Accuracy | 99.99% |
| Error Rate | < 0.1% |
| Retry Success Rate | > 99% |

### Payment Processors
| Metric | Target |
|--------|--------|
| Settlement Time | < 2 minutes |
| Success Rate | 99.9% |
| Fraud Detection | < 0.01% false positive |
| Chargeback Handling | 24 hours |

### Webhook Delivery
- **Delivery Guarantee**: 99.5% successful delivery
- **Retry Policy**: Exponential backoff, max 10 attempts
- **Timeout**: 30 seconds per attempt
- **Verification**: HMAC-SHA256 signatures

## Security Commitments

### Availability
- **DDoS Protection**: 99.9% mitigation success
- **Incident Response**: < 1 hour detection, < 4 hours containment
- **Vulnerability Patching**: Critical patches within 24 hours

### Encryption Standards
- **In Transit**: TLS 1.3 minimum
- **At Rest**: AES-256 encryption
- **Key Management**: HSM-backed, regular rotation
- **Compliance**: FIPS 140-2 Level 3

## Penalties and Credits

### Service Credits
| Downtime | Credit Percentage |
|----------|------------------|
| < 99.9% uptime | 10% |
| < 99.5% uptime | 25% |
| < 99.0% uptime | 50% |
| < 98.0% uptime | 100% |

### Performance Credits
| Metric Miss | Credit |
|-------------|--------|
| Response time > 95th percentile | 5% |
| Throughput limit exceeded | 10% |
| Data loss > RPO | 100% |

### Claim Process
1. Submit ticket within 30 days of incident
2. Provide evidence of SLA breach
3. Review within 5 business days
4. Credit applied to next invoice

## Exclusions

### Force Majeure
- Natural disasters
- War, terrorism, civil unrest
- Government actions
- Internet outages beyond control

### Customer Responsibilities
- Proper API implementation
- Adequate error handling
- Rate limit compliance
- Security best practices

### Third-Party Dependencies
- External payment processors
- Cloud provider outages
- Blockchain network congestion
- DNS issues

## Monitoring and Reporting

### Available Metrics
- Real-time dashboard
- Historical reports (24 months)
- API usage analytics
- Performance benchmarks

### Custom Reports
- Monthly SLA reports
- Quarterly business reviews
- Annual security assessments
- Custom KPI tracking

### Alerting
- Email notifications
- SMS for critical issues
- Webhook callbacks
- Slack integration

## Contact Information

### Support
- **Enterprise Support**: enterprise@aitbc.io
- **Technical Support**: support@aitbc.io
- **Security Issues**: security@aitbc.io
- **Emergency Hotline**: +1-555-SECURITY

### Account Management
- **Enterprise Customers**: account@aitbc.io
- **Partners**: partners@aitbc.io
- **Billing**: billing@aitbc.io

## Definitions

### Terms
- **Uptime**: Percentage of time services are available and functional
- **Response Time**: Time from request receipt to first byte of response
- **Throughput**: Number of requests processed per time unit
- **Error Rate**: Percentage of requests resulting in errors

### Calculations
- Monthly uptime calculated as (total minutes - downtime) / total minutes
- Percentiles measured over trailing 30-day period
- Credits calculated on monthly service fees

## Amendments

This SLA may be amended with:
- 30 days written notice for non-material changes
- 90 days written notice for material changes
- Mutual agreement for custom terms
- Immediate notice for security updates

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*This SLA is part of the Enterprise Integration Agreement and is subject to the terms and conditions therein.*