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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.
  • Status Page: Monitor real-time API availability and incident updates at status.capa.fi.
  • Uptime Calculation: Uptime is calculated monthly as (total minutes in the month − downtime minutes) / total minutes in the month, excluding scheduled maintenance. Downtime means the API is unreachable or returns error responses on more than 5% of requests over any 5-minute window.
  • Incident Log: status.capa.fi is the authoritative record of incidents and historical uptime. Incidents affecting availability are logged there promptly after detection.

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4. Incident Severity & Response

We classify incidents by severity and respond according to the following: Response and notification times apply during office hours. Following a Critical or High incident, we send affected partners a final post-incident report within 10 business days of resolution.

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5. 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, the European Union, and the United States
Transactions created outside open market hours will have an additional spread.

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6. 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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7. Dashboard Access

All partners have access to two dashboards:
  • Sandbox — for testing and development
  • Dashboard — connected to the production environment for live operations
Both platforms provide the same capabilities:
  • Create, monitor, and track transactions in real time
  • Create, verify, list, and monitor users
  • Generate and manage API keys
  • View metrics, check quoting, and check spread
  • Configure webhooks
  • 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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8. 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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9. SLA Updates

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