Service Level Agreement
A transparent, contractually-backed commitment to uptime, response times and service credits for every licensed EdgeTrader deployment.
Hard numbers, not marketing copy.
Measured monthly, excluding scheduled maintenance windows announced 72h in advance.
Median order-to-LP round-trip from primary data center, p99 < 25 ms.
Dual-region deployment (LD4 + NY4 or equivalent) with automatic failover.
Continuous WAL streaming with point-in-time recovery to the last 30 days.
Response & resolution targets.
| Severity | Definition | Response | Resolution target | Channel |
|---|---|---|---|---|
| S1 — Critical | Platform down, no trading possible, or material data loss. | 15 min | 4 hours | 24/7 phone + dedicated Slack channel |
| S2 — High | Significant degradation, partial outage, or risk control impacted. | 30 min | 8 hours | 24/7 ticket + on-call engineer |
| S3 — Medium | Non-critical bug, workaround available, single feature affected. | 4 hours | 2 business days | Business-hours support |
| S4 — Low | Cosmetic, documentation, or feature request. | 1 business day | Next release cycle | Support portal |
If we miss, you don't pay full price.
Credits are issued against the following month's invoice on written request within 30 days of the incident. Maximum credit per month is capped at 50% of the monthly subscription fee.
What is not covered.
- Scheduled maintenance announced 72 hours in advance.
- Force majeure events (regulatory shutdowns, ISP outages outside our network, natural disasters).
- Client-induced incidents (misconfigured API limits, expired certificates on broker side, credential leaks).
- Third-party liquidity provider outages where EdgeTrader has demonstrably routed correctly.
How to reach us when it matters.
24/7 critical hotline
Dedicated phone bridge and Slack Connect channel for S1 incidents — staffed by senior engineers.
Status page
Real-time component status, incident history, and scheduled maintenance windows.
Named CSM
Every licensed broker is paired with a customer success manager and a quarterly business review.