> ## Documentation Index
> Fetch the complete documentation index at: https://docs.crossmint.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Agreements (SLAs)

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

<Note>
  The following SLAs are for the base enterprise plan. More premium SLAs available upon request. To learn more,
  [contact us](https://www.crossmint.com/contact/sales).
</Note>

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 |