Service Availability
Uptime is calculated as: (Total Minutes - Downtime) / Total Minutes x 100
Uptime is measured as the percentage of time the service responds to API requests with non-5xx status codes, excluding scheduled maintenance windows, customer-caused issues, force majeure, and third-party service outages.
Service Credits
If iDenfy fails to meet the uptime commitment, you are entitled to service credits:- Credit cap: 20% of monthly fees for affected services
- Claim deadline: Written request within 30 calendar days of the incident
- Credits are non-transferable and cannot be exchanged for cash
- Full SLA terms: idenfy.com/agreement/#conditions
Verification Performance
Verification Accuracy
Face matching tested to iBeta Level 1 and Level 2 standards.
Scheduled Maintenance
- Maintenance window: 01:00-07:00 (GMT+3)
- Customers notified at least 24 hours in advance
- Scheduled during low-traffic periods
- Zero-downtime deployments used where possible
- Emergency maintenance may occur outside scheduled windows with immediate notification
Incident Response
Priority Levels
Security Incident Response
For security incidents, a dedicated Incident Response Team follows escalated SLAs:- Client breach notification: Within 8-24 hours of occurrence
- Impact assessment provided: Within 24 hours
- Root cause analysis conducted after every incident
- Incident Response Plan tested annually
Recovery Objectives
All backups are encrypted to the same standard as production data (AES-256-GCM) and monitored via audit logging.
Status Monitoring
Monitor iDenfy service status at status.idenfy.com. Subscribe to status updates for real-time incident notifications via email or webhook.Monthly Reporting
All customers receive a monthly report covering:- Verification preventions and outcomes
- Service malfunctions (date, time, duration, explanation)
- Uptime statistics for the billing period