Severity	Description	Response Time	Updates
Critical (P1)	Complete service outage affecting all users	15 minutes	Every 30 minutes
High (P2)	Major feature unavailable or severe degradation	1 hour	Every 2 hours
Medium (P3)	Partial degradation or non-critical feature issue	4 hours	Daily
Low (P4)	Minor issue with workaround available	1 business day	As needed

Support Response Times by Plan

Plan	Initial Response	Support Hours	Channels
Free	72 hours	Business hours	Email
Hodler	48 hours	Business hours	Email
Trader	24 hours	Business hours	Email, Chat
Pro Trader	4 hours	Extended hours	Email, Chat, Phone
Enterprise	30 minutes	24/7	All + Dedicated Account Manager

Service Availability Target

TARGET UPTIME: Pearlixa targets 99.5% monthly API availability for production services. This is a transparency commitment, NOT a legally binding guarantee for standard plans.
NO AUTOMATIC CREDITS FOR STANDARD PLANS: For Free, Hodler, Trader, and Pro Trader plans, falling below the 99.5% target does not automatically entitle you to service credits. This target is published for informational purposes only.
ENTERPRISE SLA: Binding uptime guarantees with contractual service credits are available exclusively through Enterprise agreements, which are individually negotiated. Contact us at enterprise@pearlixa.com to discuss.
MEASUREMENT: Uptime is calculated as: ((Total minutes in month - Downtime minutes) / Total minutes in month) × 100%
MONITORING: Availability is measured using synthetic monitoring from multiple global locations every 60 seconds.
Availability excludes scheduled maintenance windows notified at least 24 hours in advance (maximum 4 hours per month).
EXCLUSIONS: The following are not counted as downtime: scheduled maintenance, customer-caused issues, third-party failures (exchanges, cloud providers), force majeure events, and beta/preview features.

Uptime vs. Prediction Accuracy

CRITICAL DISTINCTION: The 99.5% availability target refers ONLY to API uptime — whether the service responds to requests.
Uptime does NOT indicate prediction accuracy. A 99.5% uptime target does NOT mean predictions are 99.5% accurate.
PREDICTION ACCURACY IS NOT GUARANTEED. Our AI models may produce incorrect predictions at any time.
Historical accuracy metrics represent past performance under specific conditions and do NOT guarantee future results.
No service credits or remedies of any kind are issued for prediction inaccuracies or trading losses, regardless of plan.

Response Time Benchmarks

BENCHMARK, NOT A GUARANTEE: The "<50ms" response time figure is a performance benchmark measured under normal operating conditions. It is NOT a contractually guaranteed SLA for standard plan customers.
Actual response times may vary depending on network conditions, request complexity, geographic location, and infrastructure load.
Response time benchmarks are published for informational purposes only and do not create any legal obligation or entitlement to service credits.
ENTERPRISE CUSTOMERS: Binding response time SLAs with defined credit remedies are available exclusively through individually negotiated Enterprise agreements. Contact enterprise@pearlixa.com.

Maintenance & Updates

SCHEDULED MAINTENANCE: Typically performed during low-traffic windows (Sundays 02:00-06:00 UTC). Notified at least 24 hours in advance.
EMERGENCY MAINTENANCE: May be performed without notice when required for security patches or critical stability issues.
API VERSIONING: Breaking changes are announced at least 90 days in advance. Deprecated versions are supported for minimum 6 months.
NOTIFICATIONS: Maintenance schedules and service updates communicated via email to registered users.

Support Response Times

Response times are measured from ticket submission to first substantive response (not auto-acknowledgment).
Response targets apply during the support hours for your plan tier.
Escalation is available for unresolved issues: Tier 1 → Tier 2 (after 24h) → Engineering (after 48h) → Management (after 72h).
Enterprise customers receive a dedicated Technical Account Manager for priority handling.
Support targets are objectives, not guarantees. Complex issues may require longer resolution times.

Security & Incident Response

DETECTION: 24/7 automated monitoring for security threats, anomalous behavior, and unauthorized access attempts.
INCIDENT RESPONSE: Security team is on-call 24/7. Critical security incidents trigger immediate response.
CUSTOMER NOTIFICATION: Security incidents affecting customer data are communicated within 72 hours as required by applicable law.
POST-INCIDENT REPORTS: Root Cause Analysis (RCA) reports are provided within 5 business days for Major (P1/P2) incidents.
Customers must report suspected security issues to security@pearlixa.com immediately upon discovery.

Service Credits — Enterprise Only

STANDARD PLANS (Free, Hodler, Trader, Pro Trader): No automatic service credits are issued for uptime failures. The 99.5% target is a stated objective, not a contractual obligation. This mirrors industry practice for self-serve SaaS tiers.
ENTERPRISE PLANS: Binding service credit schedules are defined in individual Enterprise agreements. Credit amounts, measurement windows, claim procedures, and exclusions are all negotiated as part of your contract.
GOODWILL CREDITS: At our sole discretion, we may offer goodwill credits for significant outages affecting standard plan users. These are not guaranteed and do not create a precedent or obligation.
HOW TO REPORT AN OUTAGE: Even without automatic credits, we want to know about every incident. Report outages to support@pearlixa.com with: date/time, duration, affected endpoints, and impact description.
ENTERPRISE INQUIRIES: To discuss a binding SLA with contractual credit obligations, contact enterprise@pearlixa.com.

Post-Incident Reviews

ROOT CAUSE ANALYSIS (RCA): We conduct thorough post-incident reviews for all P1 and P2 incidents.
TIMELINE: Initial RCA shared within 5 business days. Full report within 14 business days for complex incidents.
REPORT CONTENTS: Timeline of events, root cause identification, customer impact assessment, remediation actions taken, and preventive measures implemented.
TRANSPARENCY: Summary RCA reports are shared with affected customers for incidents affecting multiple users.
Enterprise customers receive detailed RCA reports upon request.

Data Security Obligations (GDPR Article 32)

GDPR ARTICLE 32 COMPLIANCE: In accordance with Article 32 of the EU General Data Protection Regulation (GDPR), Pearlixa implements appropriate technical and organisational security measures to ensure a level of security appropriate to the risk of processing personal data.
TECHNICAL MEASURES: These include encryption of personal data in transit (TLS 1.2+) and at rest (AES-256), pseudonymisation where applicable, regular security testing, and access controls based on the principle of least privilege.
ORGANISATIONAL MEASURES: We maintain documented security policies, conduct employee security training, and perform regular internal and external security assessments.
AVAILABILITY & RESILIENCE: Our 99.5% uptime target directly supports the GDPR requirement to ensure ongoing confidentiality, integrity, availability, and resilience of processing systems.
RESTORATION: We maintain backup and recovery procedures to restore the availability and access to personal data in a timely manner in the event of a physical or technical incident.
PROCESSOR OBLIGATIONS: Where we act as a data processor on behalf of enterprise customers, we agree to process data only on documented instructions and to implement all security measures required under Article 28 and Article 32 GDPR.
DATA BREACH NOTIFICATION: Security incidents affecting personal data are reported to affected customers and relevant supervisory authorities within 72 hours as required by GDPR Article 33. Full details are in our Privacy Policy.

Disclaimers & Limitations

This SLA is provided for planning purposes and does not guarantee uninterrupted or error-free operation.
Pearlixa is not responsible for outages or latency caused by: customer's network or internet provider, unauthorized integrations, API misuse exceeding rate limits, or third-party cryptocurrency exchange downtime.
All remedies are subject to the limitations of liability in the Terms of Service.
We reserve the right to modify this SLA with 30 days notice. Changes do not apply retroactively to existing incidents.

CRITICAL: Investment Disclaimer

Pearlixa is a technology and information service provider ONLY. We are NOT a registered investment adviser, broker-dealer, financial institution, or fiduciary.
We are NOT registered with the SEC, FCA, or any other financial regulatory authority worldwide.
SERVICE AVAILABILITY DOES NOT EQUAL PREDICTION ACCURACY. The 99.5% uptime target has NOTHING to do with how accurate our predictions are.
OUR PREDICTIONS MAY BE COMPLETELY WRONG. No SLA covers prediction accuracy or investment returns.
Cryptocurrency markets are highly volatile. You may lose ALL of your investment. Past performance does NOT guarantee future results.
All investment decisions are YOUR sole responsibility. Always consult licensed financial professionals before investing.
Service credits will NEVER be issued for trading losses or inaccurate predictions.

Questions About Our SLA?

Contact our team for more information about service level guarantees and enterprise options.

Contact Support