🤝 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. Security & Compliance

Secure Infrastructure: All data is encrypted in transit and at rest
Regulatory Compliance: We follow KYC/KYB/AML standards in all the jurisdictions we operate in
Data Privacy: We take user and partner data seriously and keep it protected at all times

9. SLA Updates

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