Availability, Support & Maintenance
This SLA describes our availability targets, support response times, maintenance policy, and service credits. It applies to paid subscriptions unless superseded by a separate agreement.
At a glance
- Availability target: 99.9% monthly (API & dashboards)
- Support hours: Business days 09:00–18:00 SGT; P1 24×7
- Maintenance window: Sat 02:00–04:00 SGT (as needed)
Availability Commitment
We target 99.9% monthly uptime for core services: API, dashboards, authentication. Email delivery depends on third-party SMTP and is excluded from the uptime calculation but monitored on /status.
Exclusions: scheduled maintenance, force majeure, customer network/configuration errors, vendor/exchange outages outside our control, and sandbox environments.
Measurement
- Availability is measured via external synthetic checks + internal health probes.
- Monthly uptime % = 100 × (minutes in month − downtime minutes) ÷ minutes in month.
- We publish incidents and maintenance on /status.
Support Tiers & Response Targets
| Priority | Example | Initial Response | Update Cadence | Target Resolution |
|---|---|---|---|---|
| P1 — Critical | Complete API outage; auth failure for most users | 30 minutes (24×7) | Hourly | Work-in-progress until resolved |
| P2 — High | Significant degradation; delayed webhooks | 2 business hours | Every 4 hours | Best effort; post-mortem if SLO breached |
| P3 — Normal | Single-feature issues; minor UI bugs | 1 business day | As material | Next sprint or scheduled fix |
| P4 — Low | How-to questions; feature suggestions | 2 business days | As available | N/A |
Business hours: Mon–Fri 09:00–18:00 SGT (public holidays excluded). P1 coverage is 24×7.
Scheduled Maintenance
- Standard window: Saturdays 02:00–04:00 SGT, only as necessary.
- We aim to notify 48+ hours in advance on /status and via email/webhook to subscribers.
- Emergency patches may occur outside the window to address security or stability issues.
Incident Process
- Detect & triage (severity classification)
- Containment & mitigation
- Recovery & validation
- Communication on /status and to affected customers
- Post-mortem for P1/P2 with contributing factors and actions
Contact
- Email: support@hedgtrade.com
- Portal: Open a ticket
Escalation
- P1/P2: automatic on-call page to engineering & operations
- Business escalation: success@hedgtrade.com
Related Docs
This SLA is provided for convenience and may be updated from time to time.
DISCLAIMER
Hedgtrade provides market intelligence and analytical tools for informational purposes only. We do not execute trades or provide personalized investment advice.
All users are responsible for their own trading decisions and must comply with applicable regulations in their jurisdiction.