Platform Availability & Support SLA

Our contractual commitment to high availability, low-latency execution, rapid incident remediation and transparent service credits.

01 — Commitments

Core Availability Commitments

Measured monthly across primary hosted infrastructure and connectivity gateways.

Platform uptime

99.95%

Measured monthly, excluding scheduled maintenance windows announced 72h in advance.

Order routing latency

< 5 ms

Median order-to-LP round-trip from primary data center, p99 < 25 ms.

Data center redundancy

Active / Active

Dual-region deployment (LD4 + NY4 or equivalent) with automatic failover.

Backup recovery point

RPO ≤ 5 min

Continuous WAL streaming with point-in-time recovery to the last 30 days.

02 — Severity matrix

Strict response and resolution windows backed by senior trading systems engineers.

Severity	Definition	Response	Resolution target	Channel
S1 — Critical	Platform down, no trading possible, or material data loss across production systems.	15 min	4 hours	24/7 emergency hotline + dedicated engineer bridge
S2 — High	Core feature degraded (e.g. market data lag, quotes delayed, gateway down) but trading active.	30 min	8 hours	Priority ticketing + instant Slack / Telegram channel
S3 — Medium	Minor functionality impacted, workaround available, non-critical reporting glitch.	2 business hours	2 business days	Partner portal ticket
S4 — Low	General inquiry, cosmetic issue, minor enhancement request or config consultation.	4 business hours	Scheduled release	Standard support email

03 — Service credits

If we fail to maintain guaranteed uptime, credits are applied automatically to your next billing cycle.

Monthly uptime

99.0% – 99.94%

Credit

10% of monthly license fee

Monthly uptime

95.0% – 98.99%

Credit

25% of monthly license fee

Monthly uptime

< 95.0%

Credit

50% of monthly license fee

04 — Exclusions

Scheduled maintenance announced 72 hours in advance.
Force majeure events (regulatory shutdowns, ISP outages outside our network, natural disasters).
Client-induced incidents (misconfigured API limits, expired certificates on broker side, credential leaks).
Third-party liquidity provider outages where EdgeTrader has demonstrably routed correctly.