To define performance and availability commitments for GenZCash, ensuring reliable service delivery.
2. Service Availability
Uptime Guarantee: 99.9% monthly uptime for API endpoints and dashboard (excluding scheduled maintenance).
Scheduled Maintenance: Announced 72 hours in advance; capped at 4 hours/month.
3. Performance Targets
API Response Time: 95% of calls ≤200 ms; 99% ≤500 ms.
Dashboard Load Time: Average page load ≤1.5 seconds under normal load.
4. Credits & Remediation
If uptime falls below 99.9%, Clients may request service credits equal to 5% of that month’s redemption fees for each 30 minutes of additional downtime, up to 25% of the month’s fees.
Credits must be claimed within 30 days via support@genzcash.com.
5. Exclusions
Outages due to Client misconfiguration or integration errors.
Force majeure events or third-party service disruptions beyond RSK’s control.
6. Review & Amendments
Monthly SLA performance reports provided to Clients.
Annual SLA review; material changes communicated 30 days in advance.