Service Level Agreement

1. Service Commitment

AML Check FZCO commits to maintaining the highest standards of service availability and performance for our AML screening and compliance services.

2. Service Availability

2.1 Uptime Commitment

• Monthly uptime target: 99.9%
• Scheduled maintenance: Notified 48 hours in advance
• Emergency maintenance: Best effort notification

2.2 Exclusions

The following are excluded from uptime calculations:

• Planned maintenance windows
• Force majeure events
• Third-party service failures beyond our control

3. Performance Standards

3.1 Response Times

• Wallet screening: ≤5 seconds
• API calls: ≤3 seconds
• Batch processing: Completed within 24 hours

3.2 Accuracy

• Screening accuracy: ≥99.5%
• False positive rate: ≤0.5%

4. Support Services

4.1 Response Times

• Critical issues: ≤4 hours
• High priority: ≤8 hours
• Normal priority: ≤24 hours

4.2 Support Channels

• Email: Via our contact form
• Telegram: Available for premium customers

5. Credits and Refunds

In the event of service level failures, affected customers may be eligible for service credits proportional to the downtime experienced.

6. Service Modifications

We reserve the right to modify service features with 30 days notice. Material changes will require customer acknowledgment.

7. Contact

For SLA-related inquiries, please contact our support team.