SLA — Service Level Agreement | ArkForge Trust Layer

Uptime commitment

99.9%

ArkForge guarantees 99.9% monthly availability of the Trust Layer API (trust.arkforge.tech/v1/). This corresponds to a maximum of 43.8 minutes of downtime per calendar month.

Current uptime is publicly visible on status.arkforge.tech.

How we measure

Availability is measured by automated probes that check GET /v1/health every 5 minutes, 24/7. A period is classified as:

Available — the endpoint responds with HTTP 200 within 10 seconds.
Unavailable — the endpoint fails to respond with HTTP 200 within 10 seconds for two or more consecutive probes.

Monthly availability = (total minutes − unavailable minutes) ÷ total minutes × 100.

Service credits

If monthly availability falls below 99.9%, you are entitled to a service credit applied to your next invoice:

Monthly availability	Maximum downtime	Credit
99.0% – 99.9%	~7.3 hours	10% of monthly fee
95.0% – 99.0%	~36.5 hours	20% of monthly fee
< 95.0%	> 36.5 hours	30% of monthly fee

Credits are applied as account balance. Maximum credit per month: 30% of your monthly fee. Credits cannot be exchanged for cash.

Exclusions

The SLA does not apply to downtime caused by:

Scheduled maintenance — announced at least 48 hours in advance via status page and email notification.
Force majeure — events beyond ArkForge's reasonable control (natural disasters, widespread internet outages, data center power failures).
Client-side issues — invalid API keys, exceeded quotas, client network issues, or client-side errors.
Third-party TSA outages — temporary unavailability of the RFC 3161 TSA pool or Sigstore Rekor. These affect proof timestamping only; the proxy remains available.
Free plan — the SLA applies to paid plans only (Pro, Enterprise, Platform).

Maintenance windows

Scheduled maintenance is performed during low-traffic windows:

Standard window — Sundays between 02:00 and 04:00 UTC.
Emergency patches — applied immediately when required for security. Notification sent as soon as possible.

All maintenance is announced on the status page and notified by email to account holders at least 48 hours in advance.

Filing a claim

To request a service credit, send an email to contact@arkforge.tech within 30 days of the incident with:

Your account email address
Date and time of the incident (UTC)
A brief description of the observed impact

We will verify the incident against our monitoring data and apply any applicable credit within 5 business days.