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
- Submit ticket within 30 days of incident
- Provide evidence of SLA breach
- Review within 5 business days
- 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
Account Management
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
This SLA is part of the Enterprise Integration Agreement and is subject to the terms and conditions therein.
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