Service Level Agreement (SLA) for Profeex Service
Effective Date: 01.10.2025 Version: 1.0
1. Agreement Subject
This Service Level Agreement (SLA) defines target availability metrics, incident response times, and operational guarantees provided by the Profeex service — infrastructure for reducing fees in the TRON network (TRC-20) through energy delegation to client wallets.
The service is provided through the following channels:
- Telegram bot: @profeexbot
- Web cabinet: profeex.io
- API: api.profeex.io
2. Parties' Responsibility Zone
2.1. Profeex (Provider) Responsibility
Profeex guarantees and is responsible for:
- Operability and functioning of its backend, Telegram bot, web cabinet, and API.
- Correct and timely processing of energy delegation requests.
- Providing current statuses and history of completed operations.
- Timely notification about scheduled maintenance and incidents.
2.2. Profeex Liability Limitations
Profeex is not responsible for:
- Operation, stability, and delays in the TRON network (including forks, network overloads, block confirmation delays).
- Functionality of third-party services: client wallets, exchanges, payment systems, and custodial providers used by the client.
- Financial risks and losses related to user actions (e.g., entering incorrect addresses, wrong amounts, or unauthorized actions).
3. Service Availability Level
3.1. Target Monthly Availability (Uptime)
Target availability for main service channels:
| Service | Availability Level |
|---|---|
| Telegram bot @profeexbot | At least 99.0% per month |
| Web cabinet profeex.io | At least 99.5% per month |
| API api.profeex.io | At least 99.5% per month |
Note: Availability levels may be adjusted for Premium/VIP plans under a separate agreement.
3.2. Scheduled Maintenance and Technical Support
- Maintenance Period: Scheduled updates and technical work are conducted, when possible, during periods of minimal load.
- Notification: Clients are notified at least 24 hours in advance about scheduled maintenance that may lead to service unavailability for more than 5 minutes through official communication channels (email, Telegram chat, or status channel).
4. Target Response Time and Interaction
4.1. Telegram bot @profeexbot
| Service | Availability Level |
|---|---|
| Response time to command/button | Within 1–3 seconds (under normal load) |
In case of temporary failures, the bot must provide a clear error message with recommendations (retry operation, use web cabinet, or contact support).
4.2. Web cabinet profeex.io
| Service | Availability Level |
|---|---|
| Time to First Byte (TTFB) | Up to 1 second (under normal load) |
| Main operation execution time (request creation, mode activation) | Up to 3 seconds from request submission |
4.3. API api.profeex.io
| Service | Availability Level |
|---|---|
| Average response time (excluding client network) | Up to 10 sec. |
| Standard Rate Limit | Up to 10 requests/sec per API key |
Note: Limits may be individually adjusted for large clients upon request.
5. Incident Response and Processing Time
5.1. Support Channels
- Telegram chat / work channel (for B2B clients)
- Email: support@profeex.io
- Ticket system [if applicable]
5.2. Incident Classification and Target Response Time
Incidents are classified by severity level:
| Level | Description | Response Time | Workaround/Resolution Start |
|---|---|---|---|
| P1 (Critical) | Complete API / all channels unavailability. Inability to perform delegation for all or most clients. | Within 30–60 minutes | Immediately, 24/7 |
| P2 (High) | Partial service degradation (delays, periodic errors). Issue affecting operations of one major client. | Within 2 hours (during business hours) | Solution or workaround within reasonable time (e.g., within 24 hours) |
| P3 (Standard) | Integration, documentation, calculation questions. Minor errors without impact on main delegation function. | Within 1 business day | Agreed individually |
| P4 (Minor) | General questions, UX suggestions. | Within 1 business day | Based on internal priorities |
6. Energy Delegation Time Guarantees
- Request Creation Time: Profeex service response about accepting a delegation request (via API/bot/web) is instant.
- Actual Delegation: Estimated time for actual delegation and confirmation in the TRON network is from 3 to 60 sec.
- No Precise Guarantee: Profeex ensures maximum possible delegation speed, but actual confirmation time depends on TRON network state, its load, and pool parameters, and cannot be guaranteed to the second.
7. Security and Access Management
- API Keys: Key storage is encrypted with limited access.
- IP Restrictions: Upon client request, IP whitelist can be configured for API access.
- Web Cabinet: Access via login/password with optional two-factor authentication (2FA).
- Key Guarantee: Profeex does not store or request client private keys. Client funds remain in their wallets. Profeex only manages TRON network resource delegation.
8. Warranty Disclaimers and Liability Limitations
- Energy Cost: Profeex does not guarantee fixed cost of delegated energy for long-term periods. Price may be adjusted depending on market conditions and TRON network parameters (terms are fixed in Tariffs or Additional Agreement).
- Volume Limitations: In case of extreme network or market load, Profeex reserves the right to introduce short-term limitations on delegated energy volumes, of which clients will be informed.
9. Amendment Procedure
Profeex reserves the right to update and amend this SLA when service architecture, workload, or market conditions change. Updated SLA version is sent to the client in advance (e.g., 30 calendar days) and takes effect from the specified date, unless otherwise agreed.