This Service Level Agreement ("SLA") describes the service levels and support commitments provided by Chain for its platform ("Services"). This SLA is incorporated by reference into applicable Master Services Agreements or Order Forms where explicitly referenced.
1. Service Availability
Chain targets 99.99% uptime availability per calendar month for its core Services, excluding scheduled maintenance and force majeure events.
2. Service Commitment
Chain commits to providing 99.99% monthly uptime availability, excluding:
Scheduled maintenance
Force majeure events
Customer or third-party system errors
Scheduled Maintenance
Chain will provide at least 48 hours’ notice before any scheduled maintenance.
Maintenance is scheduled during off-peak hours, wherever possible, to minimize customer impact.
3. Support & Response Times
Chain provides tiered support based on the severity of the issue:
Severity | Definition | Initial Response Time | Target Resolution Time |
P1 - Critical | Complete outage or critical business impact; no workaround. | Within 1 hour (24/7) | Within 4 hours |
P2 - High | Major feature impaired; business processes impacted. | Within 2 business hours | Within 1 business day |
P3 - Medium | Partial loss of functionality; workaround available. | Within 4 business hours | Within 3 business days |
P4 - Low | Minor issues, requests, or questions. | Within 1 business day | As prioritized |
4. Escalation Path
If resolution times are not met, Chain's escalation process is:
Support Team Lead (after SLA breach or unresolved P1 for 8+ hours)
Customer Success Manager
VP of Engineering or Executive Sponsor (within 24 hours of active escalation)
5. Customer Responsibilities
To ensure SLA enforcement, customers must:
Designate a primary technical point of contact
Provide relevant logs, access, or reproduction steps
Operate within supported configurations and integrations
6. SLA Exclusions
This SLA does not cover:
Issues caused by the customer's internal systems, misuse, or third-party tools
Network or hardware failures outside Chain’s control
Beta or experimental features
Scheduled maintenance or force majeure events
7. Root Cause Analysis (RCA) Policy
For any P1 incident resulting in downtime or data loss, Chain will provide a formal Root Cause Analysis (RCA) within 5 business days of resolution.
Each RCA includes:
Summary of impact and affected services
Incident timeline (detection, mitigation, recovery)
Root cause with supporting evidence
Immediate resolution steps taken
Preventive measures (e.g. alerting, test coverage, rollback plan)
RCAs are shared with affected customers upon request or when contractually obligated. Chain believes in transparency and operational accountability.
8. SLA Term & Review
This SLA aligns with the terms of the signed Master Services Agreement (MSA). It may be amended or reviewed annually to reflect platform improvements, service scope changes, or regulatory updates.
For more technical details (e.g., architecture, security posture, backup policy), please refer to Chain’s Technical Architecture Overview or Security Whitepaper.