Service Level Agreement

This SLA applies only to paid business subscriptions or order forms that expressly incorporate it. Free, trial, pay-per-report, consumer, beta and evaluation services are excluded unless stated otherwise. A signed order form may set a different target and prevails for that target.

Provider targets 99.5% Monthly Uptime Percentage for the production API and authenticated dashboard. Monthly Uptime Percentage = (total minutes in the calendar month minus Unavailable Minutes) / total minutes in the month × 100. “Unavailable” means the covered service returns server-side errors or cannot accept valid requests for more than five consecutive minutes, as confirmed by Provider monitoring.

• Scheduled maintenance notified at least 24 hours in advance, not exceeding 8 hours per month, and emergency security maintenance.
• Customer systems, credentials, integrations, configuration, excessive requests, unsupported use or Internet/network conditions outside Provider control.
• Public blockchains, nodes, third-party data, identity providers, sanctions sources, cloud providers or other dependencies outside reasonable control.
• Force majeure, attacks despite reasonable safeguards, legal or sanctions restrictions, beta features and suspension authorised by the Terms.
• Degraded or delayed data where the covered endpoint remains available, unless an order form expressly defines data-latency SLOs.

• P1 Critical: production service broadly unavailable or confirmed severe security incident — initial response target 2 business hours, continuous reasonable efforts during business hours.
• P2 High: material degradation with no reasonable workaround — initial response target 8 business hours.
• P3 Normal: limited defect with workaround or integration issue — initial response target 2 business days.
• P4 Request: documentation, feature or general question — initial response target 3 business days.

Business hours are 09:00–18:00 Yerevan time, Monday through Friday, excluding Armenian public holidays. Response means acknowledgement and triage, not resolution. Targets pause while Provider reasonably awaits Customer information or access.

Customer must report incidents to support@amlkyc.tech with account, endpoint, timestamps, request IDs, error details, impact and troubleshooting performed. Provider may combine duplicate incidents and reclassify priority based on objective impact. Security vulnerabilities must not be publicly disclosed before coordinated remediation.

• Monthly uptime below 99.5% but at least 99.0%: 5% of the affected monthly recurring fee.
• Below 99.0% but at least 98.0%: 10%.
• Below 98.0%: 20%.

Credits are Customer’s sole and exclusive remedy for failure to meet this SLA, are capped at 20% of the affected monthly recurring fee, cannot be converted to cash or transferred, and apply to a future invoice. No credit is available where no recurring monthly fee was paid.

Customer must submit a credit claim within 15 calendar days after the affected month, identifying dates, endpoints, impact and supporting logs. Provider will verify against its monitoring in good faith. Late, incomplete or fraudulent claims are invalid. Credits do not excuse payment and are unavailable for accounts not in good standing.

Provider may perform maintenance and make changes needed for security, compliance or reliability. Provider maintains commercially reasonable backup, monitoring, incident-response and continuity measures but does not guarantee zero data loss or uninterrupted service. Customer must maintain its own continuity plan, cached procedures and alternative controls for critical decisions.

This SLA states service targets and remedies only. It does not expand warranties or liability beyond the Terms of Use or a signed agreement. Provider may update operational targets prospectively; material reductions for an active committed term require reasonable notice unless necessary for law or security.

Legal notices, privacy requests and support communications must be sent to support@amlkyc.tech. Notices to the Provider may also be delivered to its legal address: 11/1, Apt. 14/1, Adonts Street, Arabkir, Yerevan, Republic of Armenia. Electronic notices are deemed received on the next business day after transmission unless the sender receives a delivery failure notice.