Service Level Agreement

Service availability commitments and operational standards.

Effective Date: February 1, 2025

1. Service Availability

Uptime Commitment

QuantumEdge targets a monthly uptime of 99.9% for core platform services.

Definition of Uptime

Uptime refers to the period during which QuantumEdge core services are operational and accessible to users.

Definition of Downtime

Downtime refers to any continuous period where QuantumEdge core services are unavailable due to platform failures.

Downtime excludes:

  • • Scheduled maintenance windows
  • • Third-party exchange outages (e.g., Kraken downtime)
  • • Internet service provider failures
  • • User configuration errors
  • • Force majeure events

Measurement Methodology

  • • Uptime is measured monthly from the first to the last day of each calendar month.
  • • Measurements are based on QuantumEdge internal monitoring systems.
  • • User-reported incidents are verified against internal logs.

2. Covered Services

This SLA applies to the following QuantumEdge services:

Trading Engine

Order execution and deployment management

Dashboard Access

Web application and user interface

API Access

Programmatic platform access

Deployment Execution

Automated trading strategy execution

Authentication Services

Login, session management, and 2FA

Important Note

Exchange outages (e.g., Kraken API unavailability) are not included in QuantumEdge platform SLA uptime calculations. QuantumEdge is not responsible for third-party service disruptions.

3. Scheduled Maintenance

QuantumEdge may perform scheduled maintenance to improve platform performance and security.

  • • Maintenance windows are typically scheduled outside peak trading hours.
  • • Advance notice will be provided when possible via email and status page.
  • • Emergency maintenance may occur without advance notice to address critical security or operational issues.

Scheduled maintenance downtime is excluded from uptime calculations.

4. Incident Response

QuantumEdge classifies incidents by severity and commits to the following response standards:

Critical

Complete service outage

  • • Initial response: Within 15 minutes
  • • Status updates: Every 30 minutes
  • • Communication channel: Status page, email, in-app alerts
Major

Significant degradation affecting multiple users

  • • Initial response: Within 1 hour
  • • Status updates: Every 2 hours
  • • Communication channel: Status page, email
Minor

Limited impact on specific features

  • • Initial response: Within 4 hours
  • • Status updates: As needed
  • • Communication channel: Status page

All incident updates are published to the public status page.

5. Service Credits

If QuantumEdge fails to meet the 99.9% monthly uptime commitment, eligible users may be entitled to service credits based on the following tiers:

Monthly UptimeService Credit
99.0% – 99.9%10% of monthly subscription fee
95.0% – 98.9%25% of monthly subscription fee
Below 95.0%50% of monthly subscription fee

Credit Calculation

Service credits are calculated as a percentage of the monthly subscription fee paid for the affected billing period.

Maximum Credit Cap

The maximum total service credit for any single monthly period shall not exceed 50% of the monthly subscription fee.

Important Limitations

  • • Service credits apply only to subscription fees.
  • • Credits do not apply to trading losses, missed opportunities, or indirect damages.
  • • Credits may be used toward future subscription payments and cannot be redeemed for cash.

6. Limitations & Exclusions

This SLA does not apply to service unavailability caused by:

  • • Third-party exchange outages (e.g., Kraken)
  • • Internet service provider failures
  • • User configuration errors or misuse of the platform
  • • Force majeure events (natural disasters, war, terrorism, pandemics)
  • • API key misconfiguration or revocation by the user
  • • External cyber incidents beyond QuantumEdge's reasonable control
  • • Scheduled maintenance with advance notice
  • • Beta features or services explicitly labeled as experimental

7. How to Request Service Credits

To submit a service credit claim, follow these steps:

1

Submit Claim

Submit your claim within 30 days of the end of the affected billing period via the support portal.

2

Provide Details

Include your account email, affected dates and times, and description of the service disruption.

3

Review Timeline

Claims are reviewed within 15 business days. You will be notified of approval or denial.

4

Credit Issuance

Approved credits are applied to your account within 30 days and reflected in your next billing cycle.

8. Modifications to SLA

QuantumEdge reserves the right to update this Service Level Agreement at any time. Material changes will be communicated to users via email at least 30 days prior to taking effect. Continued use of QuantumEdge services after changes take effect constitutes acceptance of the updated SLA.

9. Contact

For questions about this SLA or to submit a service credit claim:

Support

Contact Support

Legal Inquiries

legal@quantumedge.markets

This Service Level Agreement is effective as of February 1, 2025.