Service Level Agreements (SLAs)

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 Severity	Description	Response Timeline	Fix Timeline
Critical - Active Exploit	Critical vulnerabilities posing immediate risk or affecting the stability of the Service.	24 Hours	48 Hours
Critical - Inactive Exploit	Critical vulnerabilities that can be readily exploited, without active exploitation.	48 Hours	5 Days
High	High vulnerabilities that do not have a known exploit but may have significant impact.	48 Hours	30 Days
Medium	Medium vulnerabilities that could lead to business logic issues but do not directly risk the Service.	48 Hours	90 Days
Low	Low vulnerabilities that do not put the Service at risk and that do not lead to business logic issues.	48 Hours	Best Efforts

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Service Level Agreements (SLAs)