aitbc/docs/reference/6_enterprise-sla.md

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.