🤝 Service Level Agreement

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.

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

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.

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.

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.

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

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

8. SLA Updates

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