Service Availability

NFINX is committed to maintaining high availability for all core platform services. We strive to provide continuous uptime for your critical business operations, excluding scheduled maintenance windows. Our infrastructure is designed with redundancy at multiple levels to ensure reliable service delivery.

Scheduled maintenance is conducted during low-traffic hours to minimize disruption to your trading operations. We provide advance notice for all planned maintenance activities, with immediate notification for any emergency maintenance required for critical security updates. Maintenance frequency is optimized to balance system improvements with service continuity.

Performance Standards

Our platform is optimized for speed and reliability to support your trading operations effectively. We maintain competitive page load times and API response times to ensure smooth user experience. Database operations are optimized for efficiency, and file upload capabilities are designed to handle your business requirements effectively.

We support varying levels of concurrent users based on your subscription plan, with capacity designed to scale with your business growth. Standard plans accommodate moderate user loads, Professional plans support higher capacity, and Enterprise plans are designed for large-scale operations. Custom plans are available for organizations requiring specialized capacity requirements.

Support Response Times

Our support team is available to address issues you may encounter, with response times prioritized based on issue severity and business impact. Critical issues that affect your entire platform or result in data loss receive immediate attention with rapid resolution targets. These P1 issues include complete platform outages, data loss incidents, or security breaches.

High priority issues receive prompt response with resolution targeted within reasonable timeframes. These typically include major feature malfunctions or significant performance degradation. Medium priority issues are addressed promptly, covering minor feature issues or configuration problems. Low priority items such as feature requests or minor improvements are handled according to our standard support processes.

Data Protection & Recovery

Your data security is our top priority. We implement comprehensive data replication across multiple data centers to ensure your information is protected and accessible. Regular backup schedules are maintained to protect against data loss, with retention policies designed to meet both business and regulatory requirements.

Our recovery procedures are designed to minimize potential data loss and restore services quickly. Recovery time objectives are established to ensure your trading operations can resume promptly following any incident. Data retention policies balance operational needs with regulatory compliance requirements in the financial services industry.

Security Standards

Our infrastructure security is built on industry-leading standards and practices. We operate from high-tier data centers with redundant systems to ensure reliability. Our network security includes comprehensive protection measures, web application firewalls, and monitoring systems that protect against threats in real-time.

Physical security measures include continuous monitoring and access controls to protect our infrastructure. We maintain compliance with relevant industry standards, providing validation of our security practices. Our application security program includes regular penetration testing, vulnerability scanning, and security reviews for production code.

Access controls are implemented through role-based permissions with audit logging, ensuring that all system access is tracked and monitored. This multi-layered security approach provides the protection your financial data requires while maintaining the accessibility your business operations demand.

Service Credits

We believe in accountability and provide service credits when we fall short of our commitments. Credit levels are structured based on the severity and duration of service issues. Support response time violations also trigger appropriate credits based on the priority level of the issue.

Credits are applied to your account according to our established policies, with reasonable limits to ensure sustainable service delivery. Credit claims must be submitted within appropriate timeframes to ensure proper processing and resolution.

Exclusions

Certain circumstances are excluded from our SLA commitments to ensure realistic and achievable service levels. Scheduled maintenance windows are excluded from uptime calculations, as these are planned activities communicated in advance. Emergency maintenance for critical security patches is also excluded, as these are necessary to protect your data and maintain platform security.

Client-side issues such as browser compatibility problems, network connectivity issues, client hardware or software problems, and third-party integration issues are not covered under our SLA, as these are outside our direct control. Force majeure events including natural disasters, government actions, internet service provider outages, and other extraordinary circumstances are also excluded from our service commitments.

Monitoring & Reporting

We maintain comprehensive monitoring systems to ensure your platform’s health and performance. Our alerting system notifies our technical team of issues, enabling responsive resolution. We track performance metrics and user experience data to continuously improve our service delivery.

Regular reports provide insights into your platform’s performance, including uptime statistics, performance metrics, security incident summaries, and support ticket analysis. These reports help you understand your platform’s reliability and our team’s responsiveness to your needs.

Periodic reviews offer opportunities to discuss service performance, improvement recommendations, capacity planning, and security assessments. These sessions ensure that our service continues to meet your evolving business requirements and that we remain aligned with your strategic objectives.

Escalation Process

Our escalation process ensures that issues receive appropriate attention based on their severity and business impact. Initial technical support provides response and troubleshooting through our ticket system and support channels. For complex technical issues, senior engineers are available with appropriate response times for priority issues.

Critical system issues are escalated to engineering management, providing direct communication with our technical leadership team. For business-critical issues that could significantly impact your operations, executive escalation ensures direct communication with company leadership to expedite resolution and provide strategic oversight.

Contact Information

For emergency situations requiring immediate attention, contact our emergency response team through our established emergency channels. Our support team is available through multiple communication methods for urgent issues.

Regular support inquiries can be submitted through our integrated ticket system available in your platform dashboard or through our standard support email. Comprehensive documentation and self-service resources are available to help you resolve common issues independently.

Last Updated: December 2024
Version: 2.1