Service level agreement

01Commitment

Enterprise plans carry a 99.99% monthly availability commitment per region, covering JSON-RPC over HTTPS and WSS on both Arc networks, including archive reads. Scale plans carry a 99.9% target without contractual credits. Free and Build plans carry no availability commitment.

02Measurement

Availability is measured from our own probes in each core region, at one second resolution, against eth_getBlockByNumber and one archive read. A region counts as unavailable in a minute when p99 exceeds 2s or the error rate exceeds 1% for 60 consecutive seconds. The monthly figure is unavailable minutes over total minutes, per region, and the worst region governs the credit.

The same probe series is what the status page publishes, so the number you can check is the number the credit is calculated from.

03Credits

Below 99.99% and at or above 99.9%: 10% of the monthly fee. Below 99.9% and at or above 99.0%: 25%. Below 99.0%: 50%. Credits apply to the next invoice, are requested within 30 days of the affected month, and are the exclusive remedy for a missed commitment.

04Exclusions

Time excluded from the measurement: a fault in the Arc network itself, including a halt or a consensus incident; scheduled maintenance announced 72 hours ahead and capped at 4 hours per quarter; traffic that exceeds the plan rate limit; and faults caused by a customer configuration such as an IP allowlist that excludes the caller.

Arc protocol behaviour is never an exclusion when we could have handled it for you. A transaction dropped below the base fee floor is our problem, not yours, which is why the endpoint rejects it instead of forwarding it.

05Support response

Enterprise: 24/7 on-call with a 30 minute page target for Sev 1, 4 hours for Sev 2. Scale: 4 hours on business days with a shared Slack channel. Build: 12 hours on business days. Free: community and best effort.