Service Level Agreement | OnChain Media Labs

📊 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@onchainmediacorp.com

🎫 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

sla@onchainmediacorp.com

Submit within 30 days of the incident with details of the downtime. Credits will be applied to future invoices.

Service Level Agreement (SLA)