# SLA & Support

PrimeStaking provides differentiated support and uptime commitments based on the partner's integration model.

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## Uptime SLA

| Component                       | Target | Measurement                                             |
| ------------------------------- | ------ | ------------------------------------------------------- |
| **Smart contracts**             | 99.9%  | On-chain availability (dependent on XDC Network uptime) |
| **Validator operations**        | 99.5%  | Validator uptime and reward generation                  |
| **API / SDK**                   | 99.5%  | Availability of off-chain integration endpoints         |
| **Frontend (Powered by Prime)** | 99.0%  | Widget / embedded UI availability                       |

Uptime is measured monthly. Downtime due to XDC Network-level issues is excluded from SLA calculations.

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## Incident Response

| Severity                                        | Response Time | Resolution Target             |
| ----------------------------------------------- | ------------- | ----------------------------- |
| **Critical** (fund loss risk, contract exploit) | < 1 hour      | Pause + patch within 24 hours |
| **High** (degraded service, delayed rewards)    | < 4 hours     | Resolution within 48 hours    |
| **Medium** (non-critical bug, UI issue)         | < 24 hours    | Resolution within 72 hours    |
| **Low** (cosmetic, documentation)               | < 48 hours    | Next scheduled release        |

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## Support Tiers

### White Label Partners (Model A)

| Feature                           | Included                          |
| --------------------------------- | --------------------------------- |
| **Dedicated partner manager**     | Yes                               |
| **Technical integration support** | Yes (during onboarding + ongoing) |
| **Priority incident response**    | Yes                               |
| **Custom SLA negotiation**        | Available                         |
| **Monthly performance review**    | Yes                               |
| **Slack / Telegram channel**      | Dedicated private channel         |

### Powered by Prime Partners (Model B)

| Feature                        | Included                   |
| ------------------------------ | -------------------------- |
| **Integration support**        | Yes (during onboarding)    |
| **Standard incident response** | Yes                        |
| **Email support**              | Yes                        |
| **Monthly reporting**          | Standard automated reports |

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## Monitoring & Reporting

| Capability                     | Description                                                   |
| ------------------------------ | ------------------------------------------------------------- |
| **On-chain monitoring**        | Real-time tracking of staking, rewards, and withdrawal events |
| **Validator health dashboard** | Uptime, reward rate, and performance metrics                  |
| **Monthly settlement reports** | TVL, rewards generated, fees, revenue share                   |
| **Incident post-mortems**      | Published within 7 days of any critical incident              |

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## Upgrade Policy

* All contract upgrades go through **multisig governance + timelock**
* Partners are notified **at least 7 days** before any material contract upgrade
* Emergency patches (critical vulnerabilities) may bypass timelock with multisig approval and immediate partner notification
* Upgrade history and changelogs are published in documentation

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## Contact

For support inquiries:

* **Email:** <admin@primenumbers.xyz>