Service Level Agreement
Hosted ops and service-boundary framing for response expectations, support surfaces, and operator responsibilities.
Document context
Service framing depends on the underlying proof and runtime surfaces; it is not a live enterprise SLA claim by itself.
Audience: Buyers, operators, procurement
Open raw fileService Level Agreement (Pilot Draft)
This is a pilot-stage SLA draft, not a production commercial guarantee.
Scope
PrivateDAO pilot support covers:
- onboarding guidance
- operator training
- Devnet rehearsal support
- issue triage for documented flows
- release and review artifact guidance
Pilot target
- repository-based product access
- live frontend access
- documented runtime evidence
- issue response during the agreed pilot window
Response targets
- critical pilot blocker: same day best effort
- high-severity issue: next business day target
- normal pilot support: 2 to 3 business days target
Explicit exclusions
- no guarantee of real-funds production uptime yet
- no claim of audited mainnet custody
- no guarantee over third-party wallets, RPC providers, or external settlement systems
Trigger for stronger SLA
A stronger SLA only becomes reasonable after:
- audit closure
- mainnet custody hardening
- production monitoring deployment
- signer ceremony completion
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