Legal
Service level agreement
SanctiKey, LLC · Last Updated: August 2, 2026 · Effective Date: August 2, 2026
The commitment, the credit schedule, and the claim process. Service credits are the sole remedy for missing the uptime commitment, as stated in the Terms of Service.
1. Uptime commitment
99% monthly uptime, measured as ((total minutes - downtime minutes) / total minutes) x 100. That allows roughly 7.3 hours of downtime per calendar month. Scheduled maintenance announced in advance, demo-environment interruptions, and outages caused by your own integration are excluded.
Uptime is measured separately for each region you are served from, and service credits are computed separately for each region.
2. Service credits
| Monthly uptime achieved | Credit |
|---|---|
| Below 99% (below commitment) | 15% of the monthly fee for the affected region |
Monthly fee means the recurring charges for the affected region in the affected month. For your home region that is the base subscription fee plus the fees for additional keys and additional operation units in that region. For an additional served region it is that region's served-region fee plus the fees for keys placed in it plus that region's failover protection fee, where purchased. Fees for any other region are not included. On annual billing the monthly fee is the monthly list price of those items, which is one eleventh of the annual amount charged for them.
Email support@sanctikey.com with the subject line "SLA Credit Request: [Company Name]" within 15 calendar days of the end of the affected month, naming the affected region. We evaluate in good faith within 15 business days; approved credits apply to your next invoice as a credit line identifying the affected month and region. If your subscription has ended and no further invoice will issue, the credit is issued as a credit note against your most recent invoice.
3. Support severity targets
| Severity | First response |
|---|---|
| Severity 1: Critical (service or a major crypto endpoint down) | 1 business day |
| Severity 2: High (critical sub-feature severely degraded) | 2 business days |
| Severity 3: Normal (non-critical bugs, questions) | 3 business days |
Response targets are operational goals, not binding guarantees, and do not trigger service credits. Support is provided on a commercially reasonable efforts basis with no guaranteed resolution time.
Issues are reported by emailing support@sanctikey.com. Service status and incident notices are communicated by email to the account contact.