Institutional
SLA & Support
StakeXDC provides differentiated support and uptime commitments based on the partner's integration model.
StakeXDC provides differentiated support and uptime commitments based on the partner's integration model.
Uptime SLA
| Component | Target | Measurement |
|---|---|---|
| Smart contracts | 99.9% | On-chain availability (dependent on XDC Network uptime) |
| Validator operations | 99.5% | Validator uptime and reward generation |
| API / SDK | 99.5% | Availability of off-chain integration endpoints |
| Frontend (Powered by Prime) | 99.0% | Widget / embedded UI availability |
Uptime is measured monthly. Downtime due to XDC Network-level issues is excluded from SLA calculations.
Incident Response
| Severity | Response Time | Resolution Target |
|---|---|---|
| Critical (fund loss risk, contract exploit) | < 1 hour | Pause + patch within 24 hours |
| High (degraded service, delayed rewards) | < 4 hours | Resolution within 48 hours |
| Medium (non-critical bug, UI issue) | < 24 hours | Resolution within 72 hours |
| Low (cosmetic, documentation) | < 48 hours | Next scheduled release |
Support Tiers
White Label Partners (Model A)
| Feature | Included |
|---|---|
| Dedicated partner manager | Yes |
| Technical integration support | Yes (during onboarding + ongoing) |
| Priority incident response | Yes |
| Custom SLA negotiation | Available |
| Monthly performance review | Yes |
| Slack / Telegram channel | Dedicated private channel |
Powered by Prime Partners (Model B)
| Feature | Included |
|---|---|
| Integration support | Yes (during onboarding) |
| Standard incident response | Yes |
| Email support | Yes |
| Monthly reporting | Standard automated reports |
Monitoring & Reporting
| Capability | Description |
|---|---|
| On-chain monitoring | Real-time tracking of staking, rewards, and withdrawal events |
| Validator health dashboard | Uptime, reward rate, and performance metrics |
| Monthly settlement reports | TVL, rewards generated, fees, revenue share |
| Incident post-mortems | Published within 7 days of any critical incident |
Upgrade Policy
- Parameter changes on the psXDC v3 vault (loss caps, role rotations, governance delay) follow the on-chain delayed governance pattern: schedule → wait
governanceDelay→ execute. Partners can monitor pending changes via on-chain events. - Emergency pauses (vault) are immediate and require multisig approval. Resuming requires a separate multisig
unpausecall. - Upgrade history and changelogs are published in documentation.
Contact
For support inquiries:
- Email: [email protected]