SERVICE LEVEL AGREEMENT (SLA)

AMLKYC (amlkyc.tech)

1. Purpose

This Service Level Agreement ("SLA") defines the availability, performance, and support commitments of AMLKYC ("Service") provided via https://amlkyc.tech/.

2. Service Scope

This SLA applies to API for cryptocurrency risk analysis, user dashboard/account services, and documentation/integration services.

3. Service Availability

AMLKYC aims to provide uptime of 99.5% monthly availability.

3.1 Definition of Availability

Service is considered available if API endpoints respond successfully and dashboard is accessible.

3.2 Scheduled Maintenance

Maintenance may occur with prior notice. Scheduled downtime is excluded from uptime calculations.

3.3 Exclusions

Not considered downtime: force majeure events, third-party outages, user-side issues, and API misuse.

4. Performance

AMLKYC aims for stable API response times, consistent processing, and scalable infrastructure. Performance may vary by request volume, network conditions, and blockchain data availability.

5. Support Services

5.1 Support Channels

Email support: [insert email] (optional ticket system)

5.2 Response Time Targets

Priority	Description	Response Time
Critical	Service unavailable	up to 4 hours
High	Major issue affecting functionality	up to 12 hours
Medium	Partial degradation	up to 24 hours
Low	General inquiries	up to 48 hours

5.3 Support Hours

Standard support: Monday-Friday. Emergency support: available for critical issues.

6. Incident Management

AMLKYC will investigate incidents promptly, provide updates where applicable, and implement fixes and improvements.

7. Service Credits (Optional)

If uptime falls below 99.5%, users may be eligible for service credits:

Uptime	Credit
99.0% - 99.49%	5%
98.0% - 98.99%	10%
< 98.0%	20%

Credits apply to future billing and are not refundable in cash.

8. Security and Reliability

AMLKYC implements data protection measures, monitoring systems, and fraud/abuse detection.

9. Customer Responsibilities

You agree to use the Service according to documentation, secure your API credentials, and comply with applicable laws.

10. Limitations

This SLA does not guarantee uninterrupted service, error-free operation, or real-time blockchain finality.

11. Changes

AMLKYC may update this SLA at any time.

12. Contact

AMLKYC
https://amlkyc.tech/
Email: support@amlkyc.tech