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1. What This SLA Covers

This SLA outlines what you can expect when using Capa’s on-and-off ramp services for virtual assets, including API access, system availability, support, and performance standards.

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2. Services Provided

We offer the following services:
  • API Access to convert fiat to crypto and crypto to fiat
  • Transaction Handling through connected banks and payment partners
  • Onboarding & KYC/B for businesses and end users using our verification process

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3. Availability & Uptime

  • Uptime Target: We aim for 99.9% uptime each month, excluding scheduled maintenance.
  • Planned Downtime: We’ll notify you ahead of any scheduled maintenance.
  • Unplanned Incidents: If something unexpected happens, we’ll communicate it promptly.

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4.Market Hours

Transactions and liquidity are available 24/7. However, open market rates are available during the following hours:
  • Monday to Friday: 8:00 AM – 3:00 PM (CST)
  • Closed: Saturdays, Sundays, and official holidays in Mexico and the United States
Transactions created outside open market hours will have an additional spread.

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5. Service Performance

  • Transaction Speed: Completion time depends on banks, payment methods, compliance checks, and external systems.
  • API Response Time: On average, our API responds in 5 seconds.
  • System Stability: We aim for a transaction success rate above 99%.
  • Liquidity: We manage liquidity actively to ensure smooth operations during market hours.

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6. Dashboard Access

All partners have access to a dashboard where you can:
  • Create, monitor, and track transactions in real time
  • Create, verify, list, and monitor users
  • View revenue generated via optional premium spreads on exchange rates
  • Monthly Disbursements: Revenue generated from premiums will be disbursed at the end of each month

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7. Support & Maintenance

  • Support Channels: Contact us via Slack, Telegram, Whatsapp or email
  • Response Time: Expect a first response within 30 minutes during office hours, depending on issue severity
  • Critical Issues: Escalated immediately and handled with priority
  • Scheduled Maintenance: You’ll be notified at least 24 hours in advance
  • Emergency Fixes: We’ll communicate them as soon as they arise

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8. SLA Updates

This SLA may be updated as our platform and services evolve. We’ll communicate any changes clearly and in advance.
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