> ## Documentation Index
> Fetch the complete documentation index at: https://docs.capa.fi/llms.txt
> Use this file to discover all available pages before exploring further.

# 🤝 Service Level Agreement

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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](https://status.capa.fi).

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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, the European Union, 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 two dashboards:

* **[Sandbox](https://sandbox.capa.fi)** -- connected to the staging environment for testing and development
* **[Dashboard](https://dashboard.capa.fi)** -- 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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### **7. Support & Maintenance**

* **Support Channels**: Contact us via Slack, Telegram, Whatsapp or [email](mailto:partner-support@capa.fi)
* **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.