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Service Level Agreement (SLA)

TODO: Complete SLA & Uptime Documentation​

EigenWatch's commitments on availability, accuracy, and support.

Required Sections​

  • Availability Guarantees

    • Target uptime (e.g., 99.9% API availability)
    • Maintenance windows (when unavailability is OK)
    • Geographic redundancy
    • Incident response time targets

  • Performance Guarantees

    • API response time (p99, p95, p50)
    • Query latency (data age)
    • Alert delivery latency
    • Oracle update frequency

  • Accuracy Guarantees

    • Risk score accuracy metrics (how do we measure this?)
    • False positive rates for alerts
    • Data freshness guarantees
    • Known accuracy limitations

  • Support & Escalation

    • Support hours & response times
    • Escalation procedures
    • Emergency contact channels
    • Expected resolution times

  • Planned Maintenance

    • Maintenance window schedule
    • Notification procedures
    • Expected impact on services
    • Communication channels

  • Incident Handling

    • How incidents are detected
    • Notification to users
    • Root cause analysis
    • Post-incident reviews
    • Compensation / credits (if any)

  • Data Retention

    • Historical data retention period
    • Archival strategy
    • Data deletion policy
    • Backup durability

  • Tier-Specific Commitments

    • Free tier SLA
    • Paid tier SLA (with differences)
    • Enterprise SLA
    • SLA credits / compensation

  • Exclusions & Limitations

    • Force majeure events
    • Distributed attack scenarios
    • Third-party dependency failures
    • User-caused issues

  • Reporting & Transparency

    • Status page
    • Incident reports
    • Uptime dashboards
    • Transparency reports

Example SLA Clause​

EigenWatch commits to 99.9% API availability measured monthly.
For each 0.1% below target, affected paid customers receive a 5% credit.
Maximum credit per month: 30% of monthly fees.

Status: NOT STARTED — Requires business & ops team input