Infrastructure you can depend on.
Transparent commitments for uptime, performance, and incident response - built for institutional requirements.
Effective: March 1, 2026 - Version 1.0
1. Service Commitment
JIL Sovereign Technologies, Inc. ("JIL") commits to maintaining high availability and performance for its settlement infrastructure. This Service Level Agreement ("SLA") applies to all institutional customers on active service agreements.
2. Uptime Commitment
JIL targets 99.95% monthly uptime for its core settlement infrastructure, measured as the percentage of total minutes in a calendar month during which the settlement API and validator network are operational.
This equates to a maximum of approximately 21.9 minutes of unplanned downtime per month.
Uptime Calculation
Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
Downtime is measured from the time a P1 incident is confirmed until the service is restored and verified operational.
3. Settlement Performance
| Metric | Target | Details |
|---|---|---|
| Cryptographic Finality | 800ms | Time from transaction submission to cryptographic confirmation by validator quorum |
| End-to-End Settlement | < 2 seconds | Includes finality (800ms) plus network propagation and receipt generation |
| API Response Time | < 200ms (p95) | 95th percentile response time for REST API endpoints |
| Bridge Confirmation | < 15 minutes | Cross-chain bridge operations (dependent on source chain finality) |
4. Incident Response
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 - Critical | Settlement failure, complete service outage, security breach | < 15 minutes | < 1 hour |
| P2 - High | Degraded performance, partial service impairment, elevated error rates | < 1 hour | < 4 hours |
| P3 - Medium | Non-critical service issues, minor performance degradation | < 4 hours | < 1 business day |
| P4 - Low | Cosmetic issues, feature requests, general inquiries | < 1 business day | Best effort |
All P1 and P2 incidents include a post-incident report delivered within 48 hours of resolution.
5. Service Credits
If JIL fails to meet the 99.95% monthly uptime target, customers are eligible for service credits applied to future invoices.
| Monthly Uptime | Service Credit |
|---|---|
| 99.90% - 99.94% | 5% of monthly fees |
| 99.50% - 99.89% | 10% of monthly fees |
| 99.00% - 99.49% | 20% of monthly fees |
| Below 99.00% | 30% of monthly fees (maximum) |
Credit calculation: 5% credit for each 0.01% below the 99.95% target, up to a maximum of 30% of monthly fees. Credits must be requested within 30 days of the affected month.
6. Scheduled Maintenance
- Maintenance Window: Sundays, 02:00 - 06:00 UTC
- Advance Notice: 48 hours minimum for standard maintenance
- Emergency Maintenance: Notification provided as soon as practicable, typically within 1 hour
- Zero-Downtime Deployments: Whenever technically feasible, updates are deployed with rolling restarts to avoid service interruption
Scheduled maintenance windows are excluded from uptime calculations provided adequate notice is given.
7. Exclusions
The following are excluded from uptime calculations and do not qualify for service credits:
- Force Majeure: Natural disasters, wars, government actions, pandemics, or other events beyond reasonable control
- Scheduled Maintenance: Pre-announced maintenance within the designated window
- Third-Party Failures: Outages caused by upstream providers, DNS registrars, or external blockchain networks
- Customer-Caused Issues: Misconfiguration, excessive API usage beyond agreed limits, or unauthorized modifications
- Beta or Preview Services: Features explicitly labeled as beta, preview, or experimental
8. Monitoring and Reporting
JIL operates 24/7 automated monitoring across all settlement infrastructure. Customers with active agreements receive:
- Real-time status page access
- Monthly uptime and performance reports
- Proactive incident notifications via email and webhook
- Quarterly service review meetings (Enterprise tier)
9. Support Channels
Institutional customers can report issues and request support through:
- Email: support@jilsovereign.com
- Status Page: jilsovereign.com/status
- Dedicated Slack Channel: Available for Enterprise tier customers
Ready to discuss your requirements?
Review our pricing or schedule a consultation to discuss custom SLA terms for your institution.