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Service Level Agreement (SLA)

Effective Date: February 8, 2026
Last Updated: February 8, 2026

This Service Level Agreement ("SLA") is a policy governing service levels for paid subscribers of Web3 Identity API operated by TechnoRealism, Inc. ("Company," "we," "us," "our"). This SLA is incorporated into and subject to the Terms of Service.

Important Notice

THIS SLA APPLIES ONLY TO PAID API KEY SUBSCRIBERS. Free tier, SIWE-authenticated, and x402 pay-per-request users receive NO SERVICE LEVEL COMMITMENTS. Service is provided on a "best effort" basis without any guarantees.

1. Definitions​

  • "Downtime" means a period where the API returns errors (5xx status codes) for more than 50% of valid requests over a 5-minute window, as measured by our monitoring systems
  • "Scheduled Maintenance" means planned service interruptions announced via the status page
  • "Monthly Uptime Percentage" means total minutes in a calendar month minus Downtime minutes, divided by total minutes in the month, multiplied by 100
  • "Service Credit" means a credit against future API fees, calculated as described below
  • "Excluded Downtime" means interruptions not counted against uptime commitments

2. Service Availability Targets​

2.1 Uptime Targets​

TierMonthly Uptime TargetApproximate Max Downtime
Free / SIWE / x402No commitmentUnlimited
API Key (Developer)99.0%~7.3 hours/month
API Key (Pro)99.5%~3.6 hours/month
EnterprisePer contractPer contract
Targets, Not Guarantees

Uptime percentages are targets, not guarantees. We endeavor to meet these targets but make no warranty that we will achieve them. Actual availability may vary.

2.2 Excluded from Downtime Calculation​

The following are NOT counted as Downtime for SLA purposes:

  1. Scheduled Maintenance — Announced 24+ hours in advance on status page
  2. Emergency Maintenance — Security patches, critical fixes (no advance notice required)
  3. Force Majeure — Natural disasters, war, terrorism, pandemics, government actions, civil unrest, labor disputes
  4. Third-Party Failures:
    • Blockchain network congestion, forks, or outages
    • Ethereum RPC provider issues
    • ENS contract bugs or unavailability
    • Data provider outages (CoinGecko, DefiLlama, Alchemy, The Graph, etc.)
    • IPFS/Pinata/content delivery issues
    • DNS failures
    • SSL certificate authority issues
    • Payment processor (CDP/Coinbase) outages
  5. Client-Side Issues:
    • Bugs in your code or integration
    • Exceeding rate limits
    • Invalid API requests
    • Network connectivity issues on your end
    • Misconfigured authentication
  6. Abuse or Violations — Accounts violating Terms of Service or Acceptable Use Policy
  7. Beta/Experimental Features — Endpoints marked as beta, experimental, or preview
  8. Attacks — DDoS attacks, hacking attempts, or other malicious activity (whether targeting us or you)
  9. Capacity Exceeded — Traffic significantly exceeding your tier allocation
  10. Internet Infrastructure — General internet routing issues, ISP failures, backbone outages

2.3 Measurement​

Downtime is measured solely by our internal monitoring systems. We are the sole arbiter of whether Downtime occurred. Third-party monitoring tools, your own measurements, or user reports do not constitute evidence of Downtime for SLA purposes.

3. Service Credits​

3.1 Credit Schedule​

If we fail to meet the uptime target for your tier in a calendar month, you may be eligible for Service Credits:

Actual UptimeCredit (% of that month's fee)
99.0% – 99.49%10%
95.0% – 98.99%25%
90.0% – 94.99%50%
Below 90.0%100%

3.2 Credit Limitations​

Exclusive Remedy

SERVICE CREDITS ARE YOUR SOLE AND EXCLUSIVE REMEDY for any failure to meet this SLA. You are not entitled to any other compensation, refund, or damages of any kind.

Additional limitations:

  • Maximum Credit: Total credits in any 12-month period shall not exceed 100% of fees paid in that period
  • No Cash Value: Credits cannot be redeemed for cash or transferred
  • Use It or Lose It: Credits expire 12 months from issuance
  • No Stacking: Credits apply only to future fees, not past charges
  • Good Standing Required: You must be current on all payments and not in violation of Terms
  • One Claim Per Incident: Multiple affected endpoints in a single incident count as one claim

3.3 Claiming Credits​

To request Service Credits:

  1. Submit a written request to support@web3identity.com within 15 days of the incident
  2. Include: Account identifier, affected endpoint(s), timestamps (UTC), description of impact
  3. We will review and respond within 30 days
  4. Our determination of credit eligibility is final and binding

Failure to submit a timely claim constitutes waiver of any credit for that incident.

4. Performance Targets​

4.1 API Response Times​

MetricTargetNotes
Median latency< 150msMeasured at our edge
95th percentile latency< 500msExcludes slow third-party calls
99th percentile latency< 2000msComplex queries may exceed
Performance Disclaimer

Response time targets are aspirational goals, not commitments. Actual performance depends on many factors including query complexity, third-party data sources, network conditions, and server load. We do not guarantee any specific response time.

4.2 Rate Limits​

Rate limits are subject to change at any time. Current limits are documented at Rate Limits. Exceeding rate limits is not a service failure.

4.3 Data Accuracy​

WE MAKE NO GUARANTEES REGARDING DATA ACCURACY. All data is provided "as is" from third-party sources. You must independently verify any data before relying on it. Inaccurate data does not constitute Downtime or entitle you to Service Credits.

5. Support Response Targets​

5.1 Response Time Targets​

TierCriticalHighNormal
Free / SIWE / x402No commitmentNo commitmentNo commitment
API Key (Developer)24 hours48 hours5 business days
API Key (Pro)8 hours24 hours48 hours
EnterprisePer contractPer contractPer contract

5.2 Severity Definitions​

  • Critical: Complete API unavailability affecting production systems
  • High: Major functionality impaired, no reasonable workaround
  • Normal: Minor issues, questions, feature requests, non-production environments

We reserve the right to reclassify severity at our discretion.

5.3 Support Limitations​

  • Response times are targets, not guarantees
  • Times measured in business hours (Mon-Fri, 9am-6pm ET, excluding US holidays)
  • Response ≠ Resolution — we commit to respond, not to resolve within any timeframe
  • Support is limited to API usage questions, not debugging your code
  • See Support Policy for full details

6. Maintenance​

6.1 Scheduled Maintenance​

  • Frequency: Up to 8 hours per month
  • Preferred Window: Sundays 00:00-08:00 UTC
  • Notice: 24 hours minimum via status page (48 hours for major maintenance)
  • Not counted as Downtime for SLA purposes

6.2 Emergency Maintenance​

We may perform emergency maintenance at any time without notice for:

  • Security vulnerabilities or breaches
  • Critical bugs affecting data integrity
  • Infrastructure failures
  • Legal or compliance requirements

Emergency maintenance is not counted as Downtime.

6.3 Deprecation​

We may deprecate endpoints or features with 30 days notice. Deprecated functionality is provided "as is" with no SLA coverage.

7. Exclusions & Disclaimers​

7.1 No Warranty​

THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. We disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.

7.2 Limitation of Liability​

IN NO EVENT SHALL OUR LIABILITY EXCEED THE SERVICE CREDITS DESCRIBED ABOVE. We are not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities.

7.3 Third-Party Dependencies​

Our service depends on third-party providers (blockchain networks, data sources, cloud infrastructure). We are not liable for any third-party failures or degradations. See section 2.2 for excluded events.

7.4 Your Responsibilities​

You are responsible for:

  • Implementing appropriate error handling and retry logic
  • Not relying solely on our API for critical, time-sensitive, or financial decisions
  • Maintaining your own backups of any data
  • Monitoring your own systems and usage
  • Complying with rate limits and Terms of Service

8. Monitoring & Status​

8.1 Status Page​

Real-time status: status.web3identity.com

Subscribe for notifications about incidents and maintenance.

8.2 Health Endpoints​

# API health check
curl https://api.web3identity.com/api/health

# Data source health
curl https://api.web3identity.com/api/sources/health

8.3 Incident Communication​

During incidents, we will:

  • Update the status page within 30 minutes of detection
  • Provide periodic updates during extended outages
  • Post a summary after resolution

We do not guarantee the accuracy or timeliness of status communications.

9. SLA Modifications​

9.1 Changes​

We may modify this SLA at any time. Material changes will be announced on the status page with 14 days notice before taking effect. Changes apply prospectively only.

9.2 Acceptance​

Continued use of paid services after SLA changes constitutes acceptance. If you disagree, your remedy is to cancel your subscription.

9.3 Conflicts​

In case of conflict between this SLA and the Terms of Service, the Terms of Service govern except for service level commitments explicitly stated here.

10. Contact Information​

PurposeContact
Supportsupport@web3identity.com
Status Updatesstatus.web3identity.com
Twitter/X@ATV_eth

TechnoRealism, Inc.
620 Park Ave #109
Rochester, NY 14607

Summary​

What You GetWhat You Don't Get
Uptime targets for paid tiersUptime guarantees
Service credits for significant outagesRefunds or cash compensation
Status page updatesLiability for data accuracy
Best-effort supportGuaranteed resolution times
24-hour maintenance notice (usually)Coverage for third-party issues
Bottom Line

We strive to provide reliable service, but this is a best-effort API built on third-party blockchain data. The Service Credits described above are your exclusive remedy for any service failures. Use appropriate error handling and don't rely solely on our API for mission-critical applications.

Minting Coins® is a registered trademark. Minting™ and Hyperwave™ are trademarks of TechnoRealism, Inc.