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

• The psXDC v3 vault is non-upgradeable — its logic can never be modified. The same holds for the V3 migration bridge, NFT collection, NFT migrator, and boost harvester. Any change to these contracts requires deploying new ones and migrating.

• Only the XdcNftStakingVault is upgradeable (TransparentUpgradeableProxy controlled by the protocol multisig, with ERC-7201 namespaced storage). Implementation changes go through multisig governance + delayed handover.

• Parameter changes on the psXDC v3 vault (loss caps, role rotations, governance delay) follow the on-chain delayed governance pattern: schedule → wait governanceDelay → execute. Partners can monitor pending changes via on-chain events.

• Partners are notified at least 7 days before any material NFT vault upgrade or psXDC governance change.

• Emergency pauses (vault, migrator, harvester) are immediate and require multisig approval. Resuming requires a separate multisig unpause call.

• Upgrade history and changelogs are published in documentation.

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Contact

For support inquiries:

• Email: [email protected]