SLA
Please read this document carefully. By using our platform you agree to the terms outlined below.
Last updated: June 2, 2026
1. Scope
This Service Level Agreement ("SLA") defines the levels of service Bitrex Digital LLC (a Colorado limited liability company, with registered office at 1500 N Grant St, Ste N, Denver, CO 80203, United States of America, LLC Certificate No. 20261668852, Colorado Secretary of State; "BitRex", "we", "us", "our") commits to provide to its Users in respect of platform availability, deposit credit, withdrawal settlement and support response.
2. Platform Availability
BitRex targets monthly platform availability of 99.9% (excluding scheduled maintenance announced at least 24 hours in advance). Availability is measured from the perspective of dashboard log-in and mining-yield ledger updates.
3. Deposit Crediting
Cryptocurrency deposits on supported networks are credited to the User's account balance instantly upon the originating block being confirmed by the underlying blockchain. Required confirmations: one (1) block for USDT-TRC20 (Tron); fifteen (15) blocks for USDC-BEP20 (Binance Smart Chain).
4. Withdrawal Settlement
Withdrawal requests are processed and settled to the destination address within six (6) hours of submission. The clock pauses while additional KYC or AML verification is pending. Withdrawals in excess of pre-defined velocity thresholds may be subject to a brief manual review.
5. Support Response
Support tickets opened from the dashboard are responded to by our team on a 24/7 basis, with target first-response times of: General queries — 4 hours; Withdrawal queries — 1 hour; Critical account-security queries — 30 minutes.
6. SLA Credits
Where BitRex fails to meet the availability commitment in clause 2 in a given calendar month, eligible Users may request a service credit equal to 5% of the harvest fees deducted in that month, capped at the monthly fee total. Service credits must be requested within thirty (30) days of the breach event.
7. Exclusions
This SLA does not apply to outages caused by: (i) blockchain network congestion or hard forks; (ii) force majeure events; (iii) attacks targeting public internet infrastructure outside of our control; or (iv) the User's own connectivity or device.
Corporate Information & Notices
All notices, service of process and correspondence in respect of this policy or any matter arising out of your use of the Platform should be directed to:
Bitrex Digital LLC
1500 N Grant St, Ste N
Denver, CO 80203, United States of America
LLC Certificate No. 20261668852, Colorado Secretary of State
Service tickets may also be opened through the support panel within your account dashboard. Where this policy refers to "BitRex", "we", "us" or "our", it shall be deemed to refer to Bitrex Digital LLC.