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
Never Sleeper	1 hour	24/7	Email, Chat, Phone, Dedicated Line
Enterprise	30 minutes	24/7	All + Dedicated Account Manager

Service Availability Target

Pearlixa targets 99.9% monthly API availability for production services (approximately 43 minutes of downtime per month maximum).
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.

CRITICAL DISTINCTION: The 99.9% availability target refers ONLY to API uptime - whether the service responds to requests.
Uptime does NOT indicate prediction accuracy. A 99.9% uptime does NOT mean predictions are 99.9% 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.
Service credits are issued ONLY for uptime failures, NOT for prediction inaccuracies or trading losses.

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.

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.

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 are available to customers on paid plans when monthly uptime falls below 99.9%.
CREDIT APPLICATION: Credits are applied to future invoices. Credits cannot be exchanged for cash and expire after 12 months.
REQUEST PROCESS: Submit credit requests to support@pearlixa.com within 30 days of the incident with: date/time, duration, affected endpoints, and impact description.
MAXIMUM CREDIT: Total credits for any month cannot exceed 100% of that month's fees.
EXCLUSIONS: Credits are not issued for: issues caused by customer actions, third-party failures, force majeure, or downtime during free trials.
Service credits are the sole and exclusive remedy for failure to meet availability targets.

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.

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.

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. A 99.9% uptime guarantee 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.

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