Service Level Agreement

1. Applicability

This Service Level Agreement applies to Sionix Enterprise customers with an active subscription. Business tier customers receive best-effort support and availability without SLA guarantees.

2. Uptime Commitment

Sionix commits to 99.9% monthly uptime for the API at api.sionix.tech, measured as total minutes in the calendar month minus downtime minutes, divided by total minutes in the month.

Downtime is defined as a period of 5 or more consecutive minutes during which the API returns errors for more than 50% of valid requests. Scheduled maintenance windows communicated at least 48 hours in advance are excluded from downtime calculations.

3. Response Time

Sionix targets the following API response times measured at the 95th percentile:

• Wallet scan: under 500ms
• Pre-transaction screen: under 200ms
• Risk score lookup (cached): under 50ms
• Batch scan: under 2 seconds for 100 addresses

These are performance targets, not guarantees. Response times may vary based on chain congestion, query complexity, and network conditions.

4. Support Response Times

• Critical (service down): Initial response within 1 hour
• High (feature impaired): Initial response within 4 hours
• Medium (question or issue): Initial response within 1 business day
• Low (feature request): Initial response within 3 business days

Support is available via support@sionix.tech. Enterprise customers with dedicated support channels receive responses through their designated channel.

5. Service Credits

If Sionix fails to meet the 99.9% uptime commitment in a calendar month, Enterprise customers are eligible for service credits:

• 99.0% - 99.9% uptime: 10% credit on that month's fees
• 95.0% - 99.0% uptime: 25% credit on that month's fees
• Below 95.0% uptime: 50% credit on that month's fees

Service credits must be requested within 30 days of the end of the affected month by contacting support@sionix.tech. Credits are applied to future invoices and are not redeemable for cash.

6. Exclusions

This SLA does not apply to:

• Scheduled maintenance communicated 48 hours in advance
• Downtime caused by factors outside Sionix's control (upstream provider outages, network issues, force majeure)
• Issues caused by customer misconfiguration, excessive usage beyond agreed limits, or prohibited use
• Beta features or endpoints explicitly marked as experimental

7. Changes

Sionix may update this SLA with 30 days written notice. Changes do not apply retroactively to existing service credit claims.

8. Contact

SLA questions should be directed to support@sionix.tech.