1. Service Levels
| Metric | Target | Measurement window |
|---|---|---|
| Platform availability | 99.9% | Calendar month |
| API response time, 95th percentile, read operations | < 500 ms | Rolling 30 days |
| Document upload reliability | 99.95% | Calendar month |
| Verification turnaround (standard) | 95% in < 24 hours | Rolling 30 days |
| CREB attestation generation latency | < 4 hours from triggering event | Per event |
| CourtChain anchor confirmation | < 60 minutes | Per event |
| Sanctions database refresh | Daily | Per day |
2. Tier 2 Comprehensive Committed SLAs
- Pre-clearance decision: 5 business days for standard cases
- Custom milestone framework setup: 10 business days
- Recovery investigation initiation: 5 business days
- CREB evidence package on demand: 2 business days
- Foundation Success Manager response: 4 hours during business hours (9am-6pm Foundation local time, M-F)
- Quarterly business review: scheduled and delivered
3. Service Credits
| Monthly availability | Service credit |
|---|---|
| < 99.9% but >= 99.0% | 5% of monthly fees |
| < 99.0% but >= 95.0% | 15% of monthly fees |
| < 95.0% | 30% of monthly fees |
Service credits are Foundation's sole and exclusive remedy for service-level breaches and are applied as a credit against the next monthly invoice. Foundation must request credits within 60 days of the breach.
4. Force Majeure Exclusions
Service-level commitments are suspended during force majeure events: natural disaster, internet infrastructure failure beyond Operator's control, regulatory shutdown, war, pandemic, and similar events. Service-level commitments resume within a reasonable recovery period after the force majeure event.