Support and service levels
The support, availability, incident, maintenance and continuity schedule proposed for paid production plans.
Draft v0.2 · 99.9% core target and bounded service credits proposed
Incident priorities
| Priority | Example | Target |
|---|---|---|
| P1 critical | Cross-tenant exposure, unauthorised action, outage or released-ledger corruption | 30 minutes, 24×7, for an order with 24×7 incident cover; otherwise 2 business hours |
| P2 high | Major function or material import/reconciliation failure without workaround | 2 business hours |
| P3 normal | Degraded non-critical function with workaround | 1 business day |
| P4 request | Question, cosmetic issue or enhancement | 2 business days |
Availability measurement
The proposed paid-production target is 99.9% monthly availability at the authenticated ChainClose service edge. Monthly availability is 100 × (total minutes minus unavailable minutes) ÷ total minutes. A minute is unavailable when the core authenticated service cannot accept or return a valid request for substantially all affected customers; an optional suggestion, one connector or one external rail being unavailable does not by itself make the whole service unavailable.
Excluded time is limited to announced maintenance (normally at least 48 hours' notice and no more than four hours per month), customer systems or misuse, an independent provider/chain failure outside ChainClose's reasonable control, lawful emergency suspension and force majeure, in each case only to the extent ChainClose did not cause or fail reasonably to mitigate it. Emergency maintenance is reported but not artificially labelled planned maintenance.
Service credits
A claim is submitted within 30 days after the affected month with the organisation, timestamps and impact. Credits are capped at 25% of the affected monthly recurring fee, are applied to a future invoice and are not cash or partner-transaction refunds. Repeated material breach may create a termination right in the order. Credits are not the exclusive remedy for confidentiality, security, data-integrity or rights that law does not permit limiting.
| Measured monthly availability | Credit | Control |
|---|---|---|
| 99.5% to below 99.9% | 5% | Validated customer claim |
| 99.0% to below 99.5% | 10% | Validated customer claim |
| Below 99.0% | 25% | Validated customer claim |
Data, ML and external-provider quality
ML extraction, mapping, classification and narrative features are assistive and may be unavailable without making the deterministic ledger/close service unavailable. They never silently approve tax, accounting or regulated outcomes. Market data, exchange, bank, chain, ERP and CASP states carry source, freshness and failure evidence; a stale or failed source is not substituted or presented as current without the approved fallback and visible status.
Provider latency, connector frequency, quote validity, settlement status and data-completeness commitments belong in provider-specific schedules. ChainClose remains responsible for accurately recording and surfacing a provider failure and for the availability of its own orchestration layer, even when the underlying provider event is excluded from platform availability.
Maintenance and continuity
- Ordinary planned maintenance receives advance notice and uses a low-impact window.
- Emergency security work may begin immediately with prompt status communication.
- Production uses approved and tested backup/restore, incident, provider-outage and disaster-recovery runbooks with named RPO/RTO values.
- Status distinguishes ChainClose, provider and partner states and never reports a failed command as successful.
Continuity targets before contractual qualification
The engineering targets are 0/15 minutes RPO/RTO for revision rollback, 0/5 minutes for zonal database failure, 5/60 minutes for logical corruption and 24/24 hours for total South African region loss. These remain objectives—not contractual promises—until the production failover, restore and independent Cape Town backup drills pass. An order may grant only the subset supported by current drill evidence.