Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("SLA") describes the uptime and support commitments for the Namibia Regulatory Sandbox platform ("Lancr"). It applies to all users of the platform, including Digital Sandbox users and Regulatory Sandbox participants.

This SLA supplements, but does not replace, ourTerms of Service. In case of conflict, this SLA prevails for service availability and support matters.

2. Definitions

"Uptime"

The percentage of time the platform is available and operational during a calendar month.

"Downtime"

Any period when the platform is unavailable or substantially impaired for the majority of users.

"Planned Maintenance"

Scheduled downtime for updates, upgrades, or maintenance, announced at least 72 hours in advance.

"Emergency Maintenance"

Unscheduled downtime required to address critical security issues or system failures.

"Service Credit"

Compensation provided to affected users when uptime commitments are not met.

"Incident"

An unplanned interruption or reduction in quality of service.

3. Service Availability Commitment

3.1 What This Means

3.2 Service Components Covered

The uptime commitment applies to:

• Web application (frontend)
• API services
• Database access
• Authentication services
• Digital Sandbox environments
• Documentation and support portal

3.3 Service Components Not Covered

The uptime commitment does not apply to:

• Third-party services (external APIs, payment processors)
• User-specific configurations or custom integrations
• Beta or experimental features (explicitly marked as such)
• Services in deprecation period

4. Performance Targets

4.1 Response Time Targets

We target the following response times for 95% of requests:

Note: These are target metrics, not guaranteed service levels. Actual performance may vary based on network conditions, request complexity, and user location.

4.2 Throughput Targets

• API Rate Limits: 1,000 requests per minute per user
• Concurrent Users: Support for 10,000+ concurrent users
• Data Transfer: No bandwidth throttling under normal usage

5. Support Services

5.1 Support Tiers

Digital Sandbox Users (Free Tier)

Regulatory Sandbox Participants (Paid Tier)

5.2 Issue Priority Levels

5.3 Support Channels

• Email: support@sandbox.lancr.org
• Phone: +264 61 283 5111 (Regulatory Sandbox participants only)
• Support Portal: https://sandbox.lancr.org/support
• Community Forum: https://community.lancr.org
• Emergency Hotline: +264 61 XXX XXXX (Critical issues, 24/7)

6. Maintenance Windows

6.1 Planned Maintenance

We schedule regular maintenance to keep the platform secure, stable, and up to date:

• Frequency: First Sunday of each month
• Duration: Maximum 4 hours
• Time: 2:00-6:00 CAT (lowest traffic period)
• Notification: At least 72 hours advance notice via email and platform banner

Planned maintenance does not count against uptime commitments.

6.2 Emergency Maintenance

For critical security issues or system failures, we may conduct emergency maintenance:

• Notification: As soon as reasonably possible
• Duration: As needed to resolve the issue
• Communication: Real-time updates via status page and email

Emergency maintenance required for security purposes does not count against uptime commitments.

6.3 Maintenance Communication

Maintenance notifications will be sent via:

• Email to registered users
• Platform banner (when logged in)
• Status page: https://status.lancr.org
• Twitter/X: @LancrSandbox

7. Incident Management

7.1 Incident Response Process

1. Detection: Automated monitoring or user report
2. Triage: Assess severity and impact within 15 minutes
3. Communication: Initial notification to affected users
4. Investigation: Root cause analysis
5. Resolution: Implement fix and verify
6. Post-Mortem: Document lessons learned (for major incidents)

7.2 Incident Communication

During incidents, we will:

• Update status page in real-time
• Send email notifications for critical incidents
• Provide estimated time to resolution
• Post regular updates every 2 hours for ongoing incidents
• Issue resolution confirmation once resolved

7.3 Post-Incident Reports

For major incidents (P1/P2), we publish detailed post-mortem reports including:

• Incident timeline
• Root cause analysis
• Impact assessment
• Resolution steps taken
• Preventive measures for the future

8. Service Credits and Compensation

8.1 Eligibility

Service credits are available to Regulatory Sandbox participants (paid tier) when uptime falls below 99.9% in a calendar month.

Digital Sandbox users (free tier) are not eligible for service credits but will receive priority support during incident resolution.

8.2 Service Credit Schedule

8.3 Claiming Service Credits

To claim service credits:

1. Submit a claim to sla@sandbox.lancr.org within 30 days of the incident
2. Include your account details and incident reference number
3. We will review and respond within 10 business days
4. Approved credits will be applied to your next monthly invoice

8.4 Maximum Liability

Service credits are your sole and exclusive remedy for uptime failures. The maximum total credits in any month will not exceed 50% of the monthly monitoring fee.

9. SLA Exclusions

The uptime commitment does not apply to downtime resulting from:

• Planned Maintenance: Scheduled maintenance windows with 72+ hours notice
• Force Majeure: Natural disasters, war, terrorism, pandemic, government actions
• User Actions: Misuse, abuse, or violation of Terms of Service
• Third-Party Services: Failures of external dependencies (ISPs, cloud providers, DNS)
• Network Issues: Problems with your internet connection or local network
• Beta Features: Experimental or beta features explicitly marked as such
• Security Incidents: Emergency maintenance to address active security threats
• DDoS Attacks: Distributed denial-of-service attacks by third parties

10. Monitoring and Reporting

10.1 Uptime Monitoring

We monitor platform availability using:

• Automated health checks every 60 seconds
• Geographic monitoring from multiple locations
• Synthetic transaction monitoring
• Real user monitoring (RUM)

10.2 Status Page

Real-time platform status is available at: https://status.lancr.org

The status page provides:

• Current operational status of all services
• Active incident information
• Planned maintenance schedule
• 30-day uptime history
• Subscribe to status updates

10.3 Monthly Reports

Regulatory Sandbox participants receive monthly SLA reports including:

• Uptime percentage
• Incident summary
• Performance metrics
• Support ticket statistics

11. Service Changes and Improvements

11.1 Feature Updates

We continuously improve the platform with new features and enhancements. Updates are communicated via:

• Release notes (https://sandbox.lancr.org/changelog)
• Email notifications for major features
• In-app announcements

11.2 Deprecation Policy

When deprecating features or APIs:

• Notice Period: Minimum 6 months advance notice
• Migration Support: Documentation and migration guides provided
• Extended Support: Critical features may have longer deprecation periods

11.3 SLA Updates

We may update this SLA to reflect service improvements or changes. Material changes will be communicated 30 days in advance.

12. Contact Information

For questions about this SLA or to report service issues: