Service Level Agreement (SLA)
Keymint's current service availability, support targets, and how we approach uptime commitments today.
Keymint currently provides the service on a best-effort availability basis. We do not currently offer a contractual monthly uptime percentage, uptime service credits, or guaranteed recovery time and recovery point objectives.
We are improving the service's redundancy, monitoring, and disaster-recovery controls. Numerical commitments will only be published after those controls have been implemented and tested.
Support Targets
We prioritize issues based on severity and subscription tier. The response times below are operational targets, not guaranteed service levels.
| Issue Severity | Free Tier | Maker Tier | Startup Tier | Standard Tier |
|---|---|---|---|---|
| Severity 1 (Critical outage) | Best Effort | Within 12 business hours | Within 12 business hours | Within 4 hours |
| Severity 2 (High impact) | Best Effort | Within 24 business hours | Within 24 business hours | Within 12 hours |
| Severity 3 (General queries) | Best Effort | Within 2 business days | Within 2 business days | Within 1 business day |
Maintenance & Incident Policies
- Scheduled Maintenance: We perform scheduled maintenance during low-traffic windows. We provide at least 48 hours email notice for any scheduled updates that could cause service disruption.
- Incident Management: We investigate service interruptions and communicate material incidents through available customer-support channels.
- Backup & Disaster Recovery: Database backup and recovery capabilities depend on the active managed-database plan. Recovery procedures and achievable recovery times remain under verification and are not currently guaranteed.
Availability Limitations
Service availability can be affected by customer code errors, force majeure events, third-party network or provider failures, and customer-induced security incidents.