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SLA User Support
April 25, 2025
SUPPORT

Service Level Agreement for User Support

1. Agreement Summary

This Service Level Agreement ("SLA") establishes the terms and conditions under which Radiant Commons ("Provider") will provide user support for the Penumbra protocol and associated applications. The SLA defines performance metrics, response times, and responsibilities to ensure satisfactory user support for Penumbra users. 

2. Description of Services

User support is provided through two primary channels:

  • Discord channel #support-chat for quick responses
  • Ticketing system (in Discord or on website) via MAVA for issues requiring additional follow-up

And provided by the following participants:

  • Community managers/moderators working on behalf of Radiant Commons
  • Radiant Commons team members as coordinators
  • Penumbra Labs team members as escalation points as requested from Radiant Commons

3. Service Availability

  • Discord channel: 24/7
  • Ticket system: Responses during business days (M-F according to US Eastern time)

4. Response and Resolution Times

  • Discord channel: Response from a person within 1 hour if not responded to correctly by the Mava AI Bot (M-F, US time)
  • Ticket system: Initial response within 1 business day (US time)
  • Issues requiring developer intervention: Updates provided as available, no guaranteed resolution time.
  • High-level concerns (e.g., chain halts): Communicated to developers within 1 hour of alert confirmation.

5. Performance Metrics

  • CSAT scores for responses within MAVA Ticketing >80% satisfaction
  • Percentage of Discord queries responded to within 1 hour
  • Percentage of tickets with initial response within 1 business day

6. Roles and Responsibilities

  • Community Support team (moderators): be responsive in the Discord, respond to support tickets, escalate appropriately
  • Director of Community: maintain support structure, follow up on failure points, create monthly support reports
  • Radiant DevOps: act as go-between with validators, Penumbra Labs and Radiant Commons, and frontline support for fixable issues. 
  • Penumbra Labs: regularly and upon notification check the #support-escalation channel in Slack and follow up on any requests. 

7. Penalties and Remedies

  • Performance metrics will be checked monthly as a part of monthly reporting- these are tracked automatically within MAVA ticketing system. 
  • Failure in performance metrics will result in a support audit, followed by identifying and solving the failure point

8. Security Measures

  • Official links listed in Discord
  • Support tickets can be only opened either directly in the Discord or directly in the penumbra.zone website
  • Anti-spamming/scamming filters in place, with scammers reported and banned
  • Team access to MAVA limited to Radiant Commons and Penumbra Labs team, adjusted when team membership changes
  • MAVA’s own security processes

9. Risk Management and Disaster Recovery

  • Radiant Commons maintains administrative control over MAVA, the Penumbra Discord, the #support-escalation slack channel and the emergency escalation structure. 
    • Radiant Commons will activate emergency shut-downs of Discord or MAVA in the event of cyber attacks
    • Users are encouraged to never share seed phrases and not to respond to or click on suspicious direct messages
  • Radiant Commons maintains high alert incident process and SOP
    • System downtime, compliance failures, and third-party service interruptions will follow the above to be identified, escalated and addressed

10. Service Tracking and Reporting

  • The Director of Community at Radiant Commons will make monthly reports tracking metrics and following up on failure points. This will be shared with the Penumbra Labs team. 

11. Review and Change Processes

  • This SLA will be reviewed as a part of each newly onboarded team member for Radiant
  • Changes will be made as needed, with annual once-overs to ensure the SLA matches with current practice

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