> **DRAFT — Enterprise SLA — draft summary**
>
> This is an operational procurement draft published for review by tokensand, LLC. It is not a signed agreement,
> does not establish approved clauses or commitments, and is superseded by any executed MSA, DPA, SLA or order form.
> Source: docs/procurement/sla.md. Request the customer-specific version: https://tokensand.com/quote?intent=security_review&source=trust_artifact_api

# Enterprise SLA Summary

Owner: tokensand, LLC
Contact: privacy@tokensand.app and the assigned enterprise account owner.
Status: Operational procurement draft. Customer-specific order forms may include negotiated SLA terms.

## Production Commitment

tokensand, LLC operates tokens& as a developer utility layer and enterprise adoption intelligence platform. Production commitments for enterprise customers are documented in the customer order form, MSA, DPA, and support plan. When those signed documents conflict with this public summary, the signed documents control.

The availability and response targets below are proposed terms for contract discussion, not evidence of measured availability or accepted staffing. Before adopting them in signed terms, the parties must agree the covered services, support hours and timezone, escalation and absence handling, and funded primary and backup responders who have accepted that coverage. This draft alone does not establish an active SLA.

## Availability Target

The proposed enterprise target is 99.9% monthly availability for the hosted application and authenticated enterprise dashboard, excluding scheduled maintenance, customer network failures, third-party platform outages outside our control, beta features, and force majeure events.

## Support Response Targets

Critical production outage affecting a paid enterprise workspace: first human response target within 2 business hours.

High severity degradation affecting core adoption analytics, event ingestion, or exports: first human response target within 1 business day.

Standard product questions, procurement questions, data requests, onboarding help, and integration support: first human response target within 2 business days.

## Incident Handling

For material incidents, tokensand, LLC will provide incident acknowledgment, known customer impact, mitigations, and follow-up notes once the incident is understood. Enterprise customers may request a written incident summary for procurement records.

## Maintenance

Material planned maintenance will be scheduled to minimize customer impact when feasible. Emergency security, reliability, or vendor-risk maintenance may occur without advance notice.

## Measurement

Availability is measured from production application health, Vercel deployment state, database availability, and critical route checks. Customer-specific SLA credits, if any, must be defined in the signed order form.