Service Level Agreement
Our commitment to uptime, response times, and service quality — broken down by tier.
Overview
This Service Level Agreement (SLA) defines the availability targets, response times, and compensation policies for Allowance Guard's paid services. The SLA applies only to paid tiers — the free tier is provided on a best-effort basis with no uptime commitment.
Uptime Targets
| Tier | Uptime Target | Max Downtime/Month | Response Time |
|---|---|---|---|
| Free | Best effort | No commitment | Community support only |
| Pro | Best effort | No commitment | 48-hour email response |
| Sentinel | 99.5% | ~3.65 hours | 4-hour critical, 24-hour general |
| API Free | Best effort | No commitment | Community support only |
| API Developer | 99.0% | ~7.3 hours | 48-hour email response |
| API Growth | 99.9% | ~43 minutes | 4-hour critical, 12-hour general |
| API Enterprise | 99.99% | ~4.3 minutes | 1-hour critical, 4-hour general |
Definition of Downtime
"Downtime" is defined as the complete inability to perform core operations:
- • Consumer app: Inability to scan wallets OR initiate revocation transactions
- • B2B API: API returning 5xx errors for more than 5 consecutive minutes, measured by our monitoring system
The following are not counted as downtime:
- • Scheduled maintenance windows (announced 48 hours in advance via email and status page)
- • Third-party RPC provider outages beyond our control
- • Blockchain network congestion or outages
- • Features degraded but core scan/revoke still functional
- • Issues caused by your own systems, network, or API misuse
- • Force majeure events
Incident Severity Levels
Critical (P0)
Complete service outage. Users cannot scan or revoke. API returns 5xx for all requests. Response: Within SLA response time. Status page updated within 15 minutes.
High (P1)
Major feature degradation. Monitoring alerts delayed, batch revoke unavailable, or specific chain scanning broken. Response: Within 2x the critical response time.
Medium (P2)
Minor feature issues. Export delayed, dashboard slow, non-critical UI bugs. Response: Within 4x the critical response time or next business day.
Service Credits
If we fail to meet the uptime target for your tier in a calendar month, you are eligible for service credits applied to your next billing cycle.
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% – below target | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
How to claim: Email support@allowanceguard.com within 30 days of the affected month with your account details. Credits are verified against our monitoring data.
Limits: Maximum credit per month is 50% of your monthly fee. Credits are not refundable as cash and do not carry over beyond one billing cycle.
Monitoring & Status
We monitor service health using automated systems. Real-time status is available on our public status page. During incidents:
- • Sentinel and API Growth/Enterprise customers receive email notifications for P0/P1 incidents
- • Status page is updated within 15 minutes of a confirmed P0 incident
- • Post-incident reports are published for any downtime exceeding 30 minutes
- • Scheduled maintenance is announced at least 48 hours in advance via email and status page
Subscribe to updates at allowanceguard.instatus.com to receive incident notifications via email.
SLA Exclusions
This SLA does not apply to:
- • Free tier or API Free tier (best-effort only)
- • Pro tier (best-effort; no uptime guarantee or service credits)
- • Features in beta or preview
- • Accounts in violation of our Terms of Service
- • Accounts with overdue payments
Support Contacts
- General support: support@allowanceguard.com
- Urgent / P0 issues (Sentinel/Enterprise): urgent@allowanceguard.com
- SLA credit claims: support@allowanceguard.com
Last updated: April 2, 2026
This SLA is subject to change with 30 days' notice to affected customers.