Service Level Agreement (SLA)
1. Purpose#
This Service Level Agreement (SLA) establishes the service commitments, performance standards, and operational protocols for Norsh’s blockchain infrastructure, APIs, and associated services.
It serves as a baseline for customers and partners to understand Norsh’s obligations regarding availability, support, maintenance, response, and operational conduct.2. Scope of Services#
This SLA applies to all core Norsh blockchain services and products, including but not limited to:Public and private blockchain nodes and ledgers
APIs, SDKs, and integration gateways
Transaction processing and validation
Digital asset issuance and management
Smart element (contract) execution
Storage of immutable records
Official documentation and compliance endpoints
3. Service Availability#
| Service Layer | Uptime Target (monthly) | Monitoring Window |
|---|
| Core Blockchain Network | 99.5% | 24x7 |
| API Endpoints / Gateways | 99% | 24x7 |
| Dashboard & Portal Access | 98.5% | 24x7 |
Uptime is calculated as the percentage of total minutes in a calendar month when the service is fully operational, excluding periods defined as Exemptions (see Section 6).
Service interruptions less than 60 seconds are not counted toward total downtime.
4. Maintenance and Updates#
Scheduled Maintenance:
Planned updates and maintenance windows are communicated at least 48 hours in advance via [status.norsh.org] or official channels.
These windows are typically outside peak usage hours and are excluded from SLA uptime calculations.
Emergency Maintenance:
Norsh may conduct unscheduled maintenance in response to urgent vulnerabilities or threats. Notification will be made as soon as reasonably possible.
Updates and Improvements:
Norsh regularly deploys security patches, feature upgrades, and performance improvements. Efforts are made to minimize impact on service continuity.
5. Incident Classification, Response & Resolution#
| Severity | Description | Response Time | Resolution Target |
|---|
| Critical | Complete outage, unrecoverable data loss, security breach | 1 hour | 8 hours |
| High | Severe service degradation, partial outage, risk of data exposure | 4 hours | 24 hours |
| Medium | Non-critical limitations, impaired features, workaround available | 12 hours | 3 business days |
| Low | Cosmetic errors, documentation issues, minor bugs, feature request | 24 hours | Next release cycle |
Response time: maximum time to acknowledge and begin addressing the reported issue.
Resolution target: maximum time to implement a fix or workaround.
Critical and high incidents are handled 24/7; other tickets are processed during business hours (UTC).
6. Exemptions and SLA Exclusions#
This SLA does not apply to:Issues caused by user error, misconfiguration, or violation of Norsh policies.
Failures or downtime from third-party providers, internet backbone, DNS, or power outages not under Norsh’s control.
Force majeure events (e.g., natural disasters, government actions, DDoS attacks beyond reasonable mitigation).
Downtime during scheduled or emergency maintenance.
Integrations, extensions, or modifications not officially supported by Norsh.
Free, beta, or preview features, unless specified otherwise.
7. Monitoring and Reporting#
Service status is available in real-time at [status.norsh.org].
Incident logs, scheduled maintenance, and historical uptime statistics are published transparently.
Customers may subscribe to automated notifications for incidents and maintenance.
8. Support Channels#
Email: support [at] norsh.org
Phone: [phone, if available by contract]
Account Manager: For enterprise customers and priority issues
9. Customer Obligations#
Maintain current contact information for technical and incident notifications.
Follow published integration and usage guidelines.
Report incidents promptly with sufficient details for troubleshooting.
Implement appropriate security measures (e.g., key management, network controls) on their own systems and integrations.
10. Changes to SLA#
Norsh may revise this SLA at any time. The most recent version is always available at docs.norsh.org/sla.
Major changes will be communicated to registered customers at least 15 days in advance whenever possible.
Questions about this SLA or requests for custom service levels may be directed to your account manager or the Norsh support team.Modified at 2025-07-13 03:53:56
