SLA and availability

Support

Ironchip has a support form available to report incidents.

Support requests will be responded:

• within 4hs for critical requests available 24/7
• within 8hs for high priority requests available 8/5
• within 24hs for medium priority requests available 8/5
• within 48hs for low priority requests available 8/5

Priority*	SLA	Description
Critical	Within 4h	Product dashboards or APIs being used in production are unavailable, impacting multiple users.
High	Within 8h	Product dashboards or APIs being used in production are impaired or degraded, impacting multiple users.
Medium	Within next business day	Product dashboards or APIs not being used in production are unavailable, impaired, or degraded.
Low	Within 48h	General doubts about the product and personalized requests.

*Ironchip can reprioritize based on preliminary analysis.

Availability

Ironchip SLA and availability for Enterprise customers are described below:

System	Availability
Product dashboard	Will load 99% of the time.
Onboarding API	Requests will complete successfully 99% of the time.
Transaction API (login and payments)	Requests will complete successfully under 200ms 99% of the time.