Service Level Agreement

Last updated Draft — pending legal review

Draft document

This Service Level Agreement (SLA) is a draft placeholder. The commitments below outline the intended structure of RTFCT's service levels and are not yet contractually binding. Final terms will be published following legal review. For current contractual commitments, refer to the Master Services Agreement and Terms of Service.

1. Availability

Target monthly uptime for the RTFCT evidence substrate and Verified Ledger Technology (VLT) recording services. Specific percentages, measurement windows, and exclusions will be defined here.

2. Support Response

Target response times by severity tier (Critical, High, Standard) and by subscription tier. Escalation paths and coverage hours will be defined here.

3. Service Credits

Remedies available where availability or response targets are not met, including the credit schedule and the process for requesting credits, will be defined here.

4. Exclusions

Scheduled maintenance, force majeure, and customer-caused conditions that are excluded from SLA measurement will be defined here.

Questions about service levels prior to publication of the final SLA may be directed via the contact page.