1. Uptime Commitment
Sentinel Prime commits to the following Monthly Uptime Percentages for the Signing Service:
| Tier | Uptime SLA | Max Downtime/Month |
|---|---|---|
| Foundation | 99.9% | 43 minutes |
| Advantage | 99.95% | 22 minutes |
| Prime | 99.99% | 4 minutes |
2. Service Credits
If Sentinel Prime fails to meet the Monthly Uptime Percentage, you are eligible for Service Credits:
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| < SLA but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
Credits must be requested within 30 days of the incident. Maximum credit per month: 50% of monthly fee.
3. Exclusions
The SLA does not apply to unavailability caused by:
- Scheduled maintenance (with 72-hour notice)
- AWS infrastructure outages
- Force majeure events
- Customer network issues
- Actions taken to comply with legal requirements
- Customer-initiated configuration changes
4. Response Time SLA
For support incidents, we commit to the following initial response times:
| Severity | Foundation | Advantage | Prime |
|---|---|---|---|
| Critical (Production Down) | 4 hours | 1 hour | 15 minutes |
| High (Degraded Performance) | 8 hours | 2 hours | 30 minutes |
| Medium (Non-Critical) | 24 hours | 8 hours | 2 hours |
| Low (General Inquiry) | 48 hours | 24 hours | 8 hours |
5. Latency SLA (Prime Tier Only)
For Prime tier customers, we guarantee signing latency performance:
- P99 Signing Latency: ≤ 50µs
- P99.9 Signing Latency: ≤ 100µs
- Jitter (Standard Deviation): ≤ 5µs
Measured at the vsock interface, excluding network transit time.
Questions about this SLA? Contact legal@zerocopy.systems
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