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 our 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 don’t directly risk our Service. | 48 Hours | 90 Days |
| Low | Low vulnerabilities that do not put our Service at risk and that do not lead to business logic issues. | 48 Hours | Best Efforts |