Terms of Service
Service Level Agreement
1. Definitions
1.1 Force Majeure Downtime
Refers to any period of service unavailability (measured in minutes) due to events beyond Bitrace’s reasonable control, including but not limited to: issues in the software, firmware, or hardware provided by Bitrace’s vendors or technology providers; interruptions or failures of upstream service providers or network operators; DDoS attacks; natural disasters; fires; floods; storms; landslides; epidemics; lightning strikes; earthquakes; droughts; crop failure; famine; quarantine; blockades; acts or omissions of government; orders or injunctions; war; rebellion or civil unrest; sabotage; explosions; labor strikes; work stoppages; and acts of terrorism.1.2 Business Hours
Monday to Friday, 9:00 AM to 5:00 PM Hong Kong Time (HKT), excluding public holidays in Hong Kong.1.3 Scheduled Downtime
Refers to any service unavailability planned for system maintenance or upgrades, for which Bitrace will provide at least 48 hours’ advance notice to the customer.1.4 Monthly Total Time
The total number of minutes in a calendar month, excluding scheduled downtime and force majeure downtime.1.5 Unscheduled Downtime
Refers to any time the service is unavailable or its core functions are severely impaired, not caused by scheduled downtime or force majeure events, including system failures or technical issues not resolved in a timely manner. It does not include:- Service issues caused by the customer’s use of the service in a manner inconsistent with the Agreement or this SLA;
- Incompatibility between the customer’s systems/software and Bitrace’s services;
- Disruptions caused by the customer or any third-party services engaged by the customer;
- Customer’s failure to implement Bitrace’s reasonable recommendations;
- Customer’s network or equipment failures;
- General internet outages or unavailability.
1.6 System Availability
System Availability = (Monthly Total Time – Unscheduled Downtime) ÷ Monthly Total Time2. Performance Standards
2.1 Availability Commitment
Bitrace will use commercially reasonable efforts to ensure that monthly system availability is no less than 99.5%.2.2 Support Response Time
In the event of unscheduled downtime, customers may report the issue via bd@bitrace.io. During business hours, Bitrace will respond within 1 hour and begin investigation and remediation.3. Customer Responsibilities
Customers are responsible for configuring and maintaining their own systems, networks, software, and accounts to ensure compatibility with Bitrace’s services, and for following all access and usage guidelines provided by Bitrace.4. Service Credit Mechanism
4.1 Service Extension Policy
If the actual availability in a given month falls below the following thresholds, customers may apply for a service extension as compensation:| Actual Availability | Service Compensation |
|---|---|
| 99.0% - 99.9% | 1-week extension |
| 95.0% - 99.0% | 2-week extension |
| < 95.0% | 1-month extension |
4.2 Eligibility Requirements
- Customers must have submitted a technical support request to bd@bitrace.io during the same month as the unscheduled downtime;
- Customers must submit a service compensation request within 30 days of the event via email, including a description of the incident, relevant timeframes, and any supporting records.