> ## Documentation Index > Fetch the complete documentation index at: https://documentation.idenfy.com/llms.txt > Use this file to discover all available pages before exploring further. # SLA and Uptime > Review iDenfy Service Level Agreement details including 99.9% API uptime targets, measurement methodology, and service credit policies. ## Service Availability | Service | Target uptime | Measurement period | | ------------------------- | ----------------------- | ------------------ | | ID Verification API | 99.9% | Monthly | | Business Verification API | 99.9% | Monthly | | AML Screening API | 99.9% | Monthly | | Dashboard | 99.5% | Monthly | | Mobile SDKs | Dependent on API uptime | — | 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: | Monthly Availability | Service Credit | | ----------------------------------- | ------------------- | | Below 99.90% and at or above 99.50% | 5% of monthly fees | | Below 99.50% and at or above 99.00% | 10% of monthly fees | | Below 99.00% | 20% of monthly fees | * **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](https://idenfy.com/agreement/#conditions) *** ## Verification Performance | Metric | Target | | ------------------------- | ------------------------------------- | | Automated data processing | 0.02 seconds | | User journey completion | \~30 seconds | | Manual review turnaround | Max 3 minutes per verification (24/7) | | Auto approval rate | \~89% fully automatic | | With manual review | Up to 99% approval | | Implementation timeline | 1 week or less | ### Verification Accuracy | Document type | Accuracy | False Positive Rate | False Negative Rate | | ---------------- | ------------ | ------------------- | ------------------- | | ID cards | 99.8% | 0.2% | 1.8% | | Driving licenses | 99.4% | 0.6% | 5.5% | | Face matching | Above 99.99% | FAR below 0.01% | FRR below 2% | 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 | Priority | Description | Response time | | ---------- | ----------------------------------------------------------------------- | ----------------------------------------------- | | **High** | Service fully unavailable or system malfunction making tasks impossible | 30 minutes (working hours), 2 hours (off-hours) | | **Normal** | Major feature degraded but service still usable | Standard support during working hours | | **Low** | Minor issue with no significant service impact | Best effort | ### Security Incident Response For security incidents, a dedicated Incident Response Team follows escalated SLAs: | Severity | Response time | | ---------------- | ------------- | | **Catastrophic** | Immediate | | **Major** | 2-4 hours | | **Moderate** | 4-6 hours | | **Minor** | 6-12 hours | * 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 | Component | RPO (Recovery Point Objective) | RTO (Recovery Time Objective) | | ------------------------- | -------------------------------- | ----------------------------- | | Core platform databases | 24 hours | 4 hours | | Blob/binary storage | 0 hours (continuous replication) | 72 hours | | Infrastructure durability | 99.999999999% (eleven 9s) | — | 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 **[idenfy.statuspage.io](https://idenfy.statuspage.io/)**. 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 *** ## Support Channels | Channel | Availability | Best for | | -------------------------------------------------------------------------------------------- | ---------------------------------- | ---------------------------------------- | | [Jira Service Desk](https://idenfy-ivs.atlassian.net/servicedesk/customer/portal/1) | 24/7 ticket submission | Technical issues, bugs, API questions | | Account manager | Business hours (09:00-18:00 GMT+3) | Contract, features, escalation | | Enterprise Slack channel | Business hours | Dedicated support for enterprise clients | | [techsupport@idenfy.com](mailto:techsupport@idenfy.com) | Business hours | Technical support requests | | [info@idenfy.com](mailto:info@idenfy.com) | Business hours | General inquiries | | [Sign up](https://idenfy.com/pricing-plans-v3/) / [Book demo](https://idenfy.com/demo-page/) | — | New accounts, pricing | For production-critical issues, contact your account manager directly for fastest escalation. Include your `scanRef` or API key identifier in any support request. Free business consultations are available during working hours for all customers. *** ## Data Retention by Plan | Plan | Retention period | | ------- | ------------------------------------------------------------ | | Startup | 3 years | | Silver | 5 years | | Gold | 8 years | | Custom | Configurable (immediate deletion, 30 days, or up to 8 years) |