n.exchange Service Level Agreement

Transaction Completion Times

• Normal Market Conditions: Max 15 minutes, with at least 50% completed under 10 minutes
• Excess Volatility: Max 25 minutes
• Measurement:From mempool time of user's transaction to outgoing transaction's first confirmation

Amounts over $100k may require 2 confirmations

Fees

• Major Assets/Pairs: 25 bps (0.25%) in normal conditions; up to 0.35% in high volatility
• Exotic Pairs: 0.35% in normal conditions; up to 0.45% in high volatility (not exceeding 10% of the time)
• RFQ: 30 seconds, extendable to 60 seconds if no toxic flow

Support SLA

• Initial Response: Within 3 minutes via intercom or Slack, 24/7/365
• Tier 1: Immediate resolution for general inquiries
• Tier 2: Actionable within 1 hour for complex issues
• Tier 3: Resolved within 12 hours for KYC/SOF/EDD verification; aim to resolve 80% within 24 hours

Uptime SLA

Guaranteed uptime: 99.9%

Referral Payment SLA

Processed within 24 hours, 24/7/365