The SLAs reflect the company’s commitment to maintaining a reliable and performant platform.

The following SLAs are for the base enterprise plan. More premium SLAs available upon request. To learn more, contact us.

The standard enterprise plan commitments include:

1. Service Uptime: 99% service uptime for key operations including creating wallets, and minting digital assets across chains.

2. Support Response Times: Should a production-breaking incident occur, Crossmint is committed to responding swiftly:

  • Within US-business hours (9 AM to 7 PM ET): Acknowledgment of the incident within 1 hour, with a workaround or mitigation in place within 24 hours. If the solution requires changes to the code, an estimation of the final resolution shall be provided.
  • Outside US-business hours: Acknowledgment of the incident within 8 hours, with a solution in place within 48 hours.

For non-production breaking inquiries, the Crossmint team will respond as promptly as possible. Timelines will be jointly agreed upon based on the nature and scope of the question.

3. Security Vulnerabilities: Your security is Crossmint’s first priority. The response and fix timelines for security vulnerabilities are the following:

Issue SeverityDescriptionResponse TimelineFix Timeline
Critical - Active ExploitCritical vulnerabilities posing immediate risk or affecting the stability of our Service.24 Hours48 Hours
Critical - Inactive ExploitCritical vulnerabilities that can be readily exploited, without active exploitation.48 Hours5 Days
HighHigh vulnerabilities that do not have a known exploit but may have significant impact.48 Hours30 Days
MediumMedium vulnerabilities that could lead to business logic issues but don’t directly risk our Service.48 Hours90 Days
LowLow vulnerabilities that do not put our Service at risk and that do not lead to business logic issues.48 HoursBest Efforts