> ## Documentation Index
> Fetch the complete documentation index at: https://docs.blockdb.io/llms.txt
> Use this file to discover all available pages before exploring further.

# SLAs

> Availability targets, access controls, and support expectations for the catalog.

## Availability Targets

* **API gateway**: 99.95% monthly uptime objective for catalog endpoints.
* **WSS gateway**: 99.95% monthly uptime objective for WSS endpoints.
* **Export bucket**: 99.95% availability for managed parquet exports.
* **Docs + schema registry**: 99.95% uptime served via redundant CDNs.

<Callout>
  Scheduled maintenance windows occur Saturdays 04:00-06:00 UTC. We only take writes offline; historical reads continue to serve from replicas.
</Callout>

## Access Control

* **API key entitlements** are granted per account and determine which dataset IDs and chains you can query (for example access to dataset `0101` for [blocks](/data-catalog/evm/primitives/blocks)).
* **Row-level constraints** are enforced for private beta datasets via tenant IDs baked into `_tracing_id` metadata.
* **Rotate API keys** from the dashboard when needed; revoke compromised keys immediately.

## Support Channels

| Need                | Channel                     | Expected Response                                |
| ------------------- | --------------------------- | ------------------------------------------------ |
| SLA breach / outage | `status.blockdb.io` + pager | Immediate updates + under 30 min acknowledgement |
| Schema questions    | `support@blockdb.io`        | \< 24h during business days                      |

## Incident Process

1. Detection via monitoring or customer report.
2. Status page update + email blast for impacted dataset families.
3. Mitigation, verification, and postmortem delivery within 5 business days.

<Callout icon="lightbulb" color="#3B82F6" iconType="regular">
  Enterprise support plans can include custom SLAs or dedicated escalation paths. Reach out to your account manager to enable them.
</Callout>