Comprehensive overview of SettleMint's reliability guarantees, support tiers, response times, and enterprise-grade service level agreements for blockchain applications.

What are SettleMint's service level commitments?

SettleMint delivers enterprise-grade reliability, support, and performance guarantees to ensure your blockchain solutions operate smoothly and securely. Our Service Level Commitments are designed to match the needs of mission-critical workloads across industries.

Enterprise Assurance - Our full SLA document, including detailed KPIs, penalty clauses, and escalation procedures, is available as part of enterprise contracts. Contact us for complete terms.

What uptime can I expect from SettleMint?

We commit to delivering 99.9%+ availability across our managed environments, with infrastructure built for resilience, redundancy, and rapid recovery.

Platform Reliability Features

High-Availability Architecture

Redundant cloud deployments across multiple availability zones

Disaster Recovery

Automated failover procedures and backup systems

Proactive Maintenance

Regular security patching and performance optimization

24/7 Monitoring

Continuous system monitoring with automated alerting

What does 99.9% uptime mean for my business?

Maximum downtime: 8.77 hours per year
Monthly allowance: 43.8 minutes of downtime
Daily impact: Less than 1.5 minutes on average
Financial protection: SLA credits for any service disruptions

Planned maintenance is excluded from uptime calculations and is limited to 4 hours per month with 10 business days' advance notice.

What support tiers are available?

SettleMint offers multiple support tiers to match your operational needs and business requirements:

Standard Support

Best for: Development teams and non-critical applications

Response Times:

P1/P2 Issues: ≤90 minutes
P3/P4 Issues: Next business day

Coverage:

Business hours (10h/5d)
Email support
Documentation access
Community forums

Includes:

Customer Success Engineer
Platform training sessions
Best practices guidance

SLAs: Basic uptime guarantees

Silver Support

Best for: Production applications with moderate criticality

Response Times:

P1/P2 Issues: ≤60 minutes
P3/P4 Issues: 4 hours

Coverage:

Extended hours (10h/5d, 15h/6d)
Email and chat support
Phone support for P1 issues

Includes:

Dedicated Customer Success Engineer
Monthly health checks
Performance optimization reviews

SLAs: Standard SLAs with penalty clauses

Gold Support

Best for: Mission-critical applications requiring high availability

Response Times:

P1 Issues: ≤30 minutes
P2 Issues: ≤60 minutes
P3/P4 Issues: 2 hours

Coverage:

24/7 support (24h/7d)
Phone, email, and chat support
Dedicated support channel

Includes:

Senior Customer Success Engineer
Weekly sync calls
Custom integration support
Advanced monitoring and alerting

SLAs: Enhanced SLAs with guaranteed credits

Platinum Support

Best for: Enterprise-critical applications with zero-tolerance for downtime

Response Times:

P1 Issues: Immediate acknowledgment
P2 Issues: ≤15 minutes
P3/P4 Issues: ≤1 hour

Coverage:

24/7 premium support (24h/7d)
All communication channels
Direct access to engineering team

Includes:

Technical Account Manager
Dedicated support team
Custom SLA terms
Priority feature development
Quarterly business reviews

SLAs: Custom enterprise SLAs with maximum penalty protection

How are incidents prioritized?

Incidents are classified by severity to ensure appropriate response and resolution times:

P1 - Critical

Complete service disruption or production outage affecting all users

P2 - High

Major degradation impacting core business operations or multiple users

P3 - Medium

Non-critical issues or partial functionality loss with workarounds available

P4 - Low

Minor bugs, feature requests, or informational questions

Priority Classification Examples

P1 - Critical Examples:

Complete platform outage
Security breach or data loss
Smart contract deployment failures
Network connectivity issues

P2 - High Examples:

Performance degradation affecting SLAs
API service interruptions
Integration failures with external systems
Transaction processing delays

P3 - Medium Examples:

Minor feature bugs with workarounds
Documentation errors
Non-critical configuration issues
Cosmetic UI problems

P4 - Low Examples:

Feature enhancement requests
General how-to questions
Best practice guidance
Training requests

What maintenance windows should I expect?

Scheduled Maintenance - Limited to 4 hours per month maximum

Advance Notice - 10 business days notification for all planned maintenance

Timing - Maintenance during off-peak hours (typically weekends)

Emergency Patches - Critical security updates may be applied with 24-hour notice

Maintenance Types

Minor Updates:

Patches and bug fixes deployed frequently and safely
Zero-downtime deployments when possible
Automated rollback capabilities

Major Updates:

Planned feature releases and platform upgrades
Coordinated with customer success teams
Comprehensive testing and validation

Emergency maintenance may be performed with reduced notice for critical security issues or to prevent service disruption.

What backup and monitoring capabilities are included?

Data Protection

Backup Schedule:

Daily backups of all non-volatile data
30-day retention period for standard accounts
Custom retention available for enterprise accounts
Point-in-time recovery for critical data

Backup Features:

Automated backup verification
Cross-region backup replication
Encrypted backup storage
Rapid restoration procedures

Monitoring and Alerting

Standard Monitoring:

Platform uptime and performance metrics
API response times and error rates
Smart contract execution monitoring
Network health and connectivity

Advanced Monitoring (Enterprise):

Custom business metrics tracking
Real-time analytics and reporting
Predictive failure analysis
Integration with customer monitoring tools

Proactive Support - Our monitoring systems automatically detect issues and often resolve them before customers are affected.

How do I escalate critical issues?

For urgent issues requiring immediate attention:

Initial Contact - Use your designated support channel (email, phone, or chat)

Mark as Urgent - Clearly indicate "CRITICAL" or "URGENT" in your subject line

Provide Details - Include complete issue description, impact assessment, and business criticality

Follow Escalation Path - If no response within defined timeframes, contact your account manager

Escalation Contacts

Standard Support:

Email: [email protected]
Response tracking: Include support ticket number

Enterprise Support:

Account Manager: Direct phone/email access
Emergency hotline: 24/7 phone support
Slack channel: Dedicated enterprise support channel

Executive Escalation:

VP of Customer Success: For unresolved critical issues
Engineering leadership: Direct access to technical decision-makers

Service Credits - SettleMint provides service credits for SLA breaches as defined in your service agreement. Enterprise customers receive enhanced credit terms and faster resolution commitments.

What compliance and security standards does SettleMint meet?

Security Certifications:

SOC 2 Type II compliance
ISO 27001 security management
Regular penetration testing
GDPR compliance tools

Industry Standards:

Financial services (PCI DSS where applicable)
Healthcare (HIPAA compliance support)
Government (FedRAMP considerations)
European data protection regulations

Audit and Reporting:

Quarterly compliance reports
Real-time security monitoring
Incident response procedures
Regular third-party security assessments

What are SettleMint's service level commitments?

High-Availability Architecture

Disaster Recovery

Proactive Maintenance

24/7 Monitoring

P1 - Critical

P2 - High

P3 - Medium

P4 - Low

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