Service Level Agreement
Last updated: June 2026
Plain-language summary
- ✓ We aim for 99.5% uptime on the payment detection infrastructure.
- ✓ Webhook delivery is retried automatically for up to 24 hours with exponential backoff.
- ✓ Critical issues (payments not confirming) are our top priority — we aim to respond within 4 hours.
- ✓ Planned maintenance is announced at least 24 hours in advance.
- ✗ We do not guarantee uptime of external dependencies (blockchains, RPC providers).
1. Scope
This SLA applies to the λ.digital API, dashboard, and payment detection infrastructure ("the Service"). It describes our commitments regarding availability, performance, and support.
This SLA does not cover third-party services including blockchain networks (BSC, Ethereum, Tron, TON), RPC providers (Alchemy, TronGrid, TonCenter), or the merchant's own infrastructure.
2. Uptime Commitment
We target 99.5% monthly uptime for the core payment detection pipeline and API. Uptime is calculated as:
(total minutes − downtime minutes) / total minutes × 100
Planned maintenance windows are excluded from downtime calculations when announced at least 24 hours in advance.
| Component | Target Uptime |
|---|---|
| Payment detection (watchers) | 99.5% / month |
| REST API (/api/v1) | 99.5% / month |
| Merchant dashboard | 99.0% / month |
| Webhook delivery | Best effort with retry |
3. Support Response Times
Support is provided via email at admin@λ.digital. Response times are measured during business hours (Mon–Fri, 09:00–18:00 UTC) unless otherwise noted.
| Priority | Description | First Response | Resolution Target |
|---|---|---|---|
| Critical | Payments not confirming, API down, data loss risk | 4 hours | 24 hours |
| High | Webhooks failing, dashboard inaccessible | 8 hours | 48 hours |
| Medium | Feature issues, non-critical bugs | 1 business day | 5 business days |
| Low | Questions, feature requests, general inquiries | 2 business days | No guarantee |
Critical issues may be reported at any time and are monitored 24/7. To escalate an issue as critical, include [CRITICAL] in the email subject line.
4. Incident Communication
In the event of a service disruption affecting payment detection or the API, we will:
- Notify affected merchants by email within 2 hours of identifying the issue
- Provide updates every 4 hours until resolved
- Publish a post-incident summary within 5 business days for critical outages
5. Webhook Delivery Guarantee
When a payment is confirmed on-chain, λ.digital will attempt webhook delivery with the following retry schedule:
| Attempt | Delay |
|---|---|
| 1st | Immediate |
| 2nd | 30 seconds |
| 3rd | 5 minutes |
| 4th | 30 minutes |
| 5th | 2 hours |
After 5 failed attempts, the webhook is marked as failed but the payment remains confirmed. Merchants can view delivery logs in the dashboard.
6. Exclusions
This SLA does not apply to downtime caused by:
- Blockchain network congestion or outages
- Third-party RPC provider failures
- Force majeure events
- Merchant-side infrastructure or misconfiguration
- Scheduled maintenance announced in advance
- Suspension of accounts for Terms of Service violations
7. Changes to This SLA
We may update this SLA at any time. Changes will be communicated via email to registered merchants at least 14 days before taking effect, except where required by law or in response to security incidents.
The current version of this SLA is always available at λ.digital/sla. Continued use of the Service after changes take effect constitutes acceptance of the updated SLA.
If you disagree with a change, you may terminate your account before the effective date without penalty.