Service Level Agreement
Uptime
Section titled “Uptime”| Tier | Monthly Uptime Target |
|---|---|
| Free | Best effort |
| Pro | 99.5% |
| Enterprise | 99.9% (with credits) |
Uptime is measured per-region. Scheduled maintenance windows (announced 48h in advance) are excluded from calculations.
Latency Targets
Section titled “Latency Targets”| Protocol | p50 | p95 | p99 |
|---|---|---|---|
| JSON-RPC | < 50ms | < 150ms | < 500ms |
| gRPC | < 10ms | < 50ms | < 150ms |
| Unified Stream | < 500µs | < 2ms | < 10ms |
Latency is measured from ingest (P2P receipt) to publish (client delivery) at the gateway.
Incident Response
Section titled “Incident Response”| Severity | Response Time | Resolution Target |
|---|---|---|
| Critical (full outage) | 15 min | 4 hours |
| Major (degraded) | 1 hour | 8 hours |
| Minor (single feed) | 4 hours | 24 hours |
Enterprise clients receive direct incident communication via their configured channel.
Credits (Enterprise)
Section titled “Credits (Enterprise)”| Monthly Uptime | Credit |
|---|---|
| < 99.9% | 10% of monthly fee |
| < 99.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Credits must be requested within 30 days of the incident. Credits apply to the affected region only.
Exclusions
Section titled “Exclusions”- Force majeure events
- Upstream Hyperliquid network outages or consensus failures
- Client-side configuration errors
- Scheduled maintenance (announced 48h in advance)