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: [email protected]