Availability, support & maintenance.
This SLA describes availability targets, support response times, maintenance policy, and incident communications. It applies to paid subscriptions unless superseded by a separate agreement.
At a glance
99.9% monthly target for core services (API & dashboards).
Business days 09:00–18:00 SGT; P1 24×7.
Saturday 02:00–04:00 SGT (as needed).
Email delivery depends on third-party SMTP and is excluded from uptime calculation, but monitored and reported on the status page.
Availability commitment
We target 99.9% monthly uptime for core services: API, dashboards, and authentication.
Exclusions
- Scheduled maintenance
- Force majeure events
- Customer network/configuration issues
- Vendor/exchange outages outside our control
- Sandbox / non-production environments
Measurement
- Measured via external synthetic checks + internal health probes.
- Monthly uptime % = 100 × (minutes in month − downtime minutes) ÷ minutes in month.
- Incidents and maintenance are published on /status.
Service credits
If uptime falls below the target, service credits may be issued as outlined in your subscription terms (if applicable). Credits are not provided for excluded events.
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, as necessary.
- We aim to notify 48+ hours in advance on /status.
- Emergency patches may occur outside the window to address security or stability issues.
Incident process
- Detect & triage (severity classification)
- Containment & mitigation
- Recovery & validation
- Communications on /status and to affected customers
- Post-mortem for P1/P2 with contributing factors and actions
Contact & escalation
Contact
- Email: support@hedgtrade.com
- Portal: Open a ticket
Escalation
- P1/P2: on-call page to engineering & operations
- Business escalation: success@hedgtrade.com
Notes
This SLA is provided for convenience and may be updated from time to time. If there is a conflict with an executed agreement, the executed agreement governs.