Service Level Agreement
Last updated: March 3, 2026
1. Overview
This Service Level Agreement (SLA) defines the performance and availability commitments that Fyntra Tech provides to its subscribers. It applies to all paid subscription plans and outlines uptime targets, support response times, scheduled maintenance procedures, and the remedies available if commitments are not met. This SLA is part of the overall agreement between Fyntra and the subscribing organization.
2. Service Availability
Fyntra targets 99.9% monthly uptime for the core platform, which includes the API, trader portal, and firm administration dashboard. Uptime is calculated as the total minutes in a calendar month minus downtime minutes, divided by total minutes in the month. Downtime is defined as any period during which the core platform is materially unavailable to users, as measured by Fyntra’s monitoring systems.
3. Excluded Downtime
The following events are excluded from downtime calculations: scheduled maintenance performed during announced maintenance windows; downtime caused by factors outside Fyntra’s reasonable control, including force majeure events, internet connectivity issues, or failures of third-party services such as broker APIs or payment processors; downtime resulting from the subscriber’s actions, equipment, or third-party software; and periods where the subscriber’s usage exceeds documented platform limits.
4. Scheduled Maintenance
Fyntra performs scheduled maintenance during low-traffic windows, typically between 02:00 and 06:00 UTC on weekdays. We will provide at least 48 hours’ advance notice for planned maintenance that may affect service availability. Emergency maintenance to address critical security vulnerabilities or system integrity issues may be performed with shorter notice, and we will communicate updates through our status page and email notifications.
5. Support Tiers
All subscribers receive access to Fyntra’s support team. Response times vary by issue severity and subscription plan. Critical issues (platform-wide outage or data loss) receive a response within 1 hour. High severity issues (major feature degraded for multiple users) receive a response within 4 hours. Medium severity issues (non-critical feature impaired, workaround available) receive a response within 8 business hours. Low severity issues (general questions, feature requests) receive a response within 2 business days.
6. Incident Management
When an incident affects platform availability, Fyntra follows a structured incident management process. This includes: immediate acknowledgment and classification of the incident; assignment to the appropriate engineering team; regular status updates communicated through our status page and direct notifications to affected subscribers; root cause analysis and remediation; and a post-incident report shared with affected subscribers within 5 business days of resolution for Critical and High severity incidents.
7. Service Credits
If Fyntra fails to meet the 99.9% monthly uptime target, affected subscribers may request service credits. For monthly uptime between 99.0% and 99.9%, a credit of 10% of that month’s subscription fee will be issued. For monthly uptime between 95.0% and 99.0%, a credit of 25% will be issued. For monthly uptime below 95.0%, a credit of 50% will be issued. Service credits are applied to future invoices and do not exceed the total fees paid for the affected month.
8. Credit Request Process
To receive service credits, the subscriber must submit a written request to support@fyntratech.io within 30 days of the end of the month in which the downtime occurred. The request must include the dates, times, and duration of the claimed downtime, along with a description of how the service was affected. Fyntra will review the request against its monitoring data and respond within 10 business days.
9. Platform Monitoring
Fyntra continuously monitors all core platform components using automated health checks, synthetic transactions, and real-time alerting. Our monitoring infrastructure operates independently of the production environment to ensure accurate measurement even during service disruptions. Current platform status is available at all times through our public status page.
10. Data Backup and Recovery
Fyntra performs automated daily backups of all platform data with a recovery point objective (RPO) of 24 hours. Backups are encrypted and stored in geographically separate locations. Our recovery time objective (RTO) for full platform restoration from backup is 4 hours. These targets apply to the platform infrastructure managed by Fyntra and do not cover data stored in external broker systems.
11. Changes to This SLA
Fyntra may update this SLA from time to time. Material changes that reduce service commitments will be communicated to active subscribers at least 30 days in advance. The updated SLA will take effect at the start of the next billing cycle following the notice period. Continued use of the platform after changes take effect constitutes acceptance of the revised SLA.
12. Contact
For questions about this Service Level Agreement or to submit a service credit request, please contact support@fyntratech.io.