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Service availability

ServiceTarget uptimeMeasurement period
ID Verification API99.9%Monthly
Business Verification API99.9%Monthly
AML Screening API99.9%Monthly
Dashboard99.5%Monthly
Mobile SDKsDependent 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.

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Service credits

If iDenfy fails to meet the uptime commitment, you are entitled to service credits:
Monthly AvailabilityService 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

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Verification performance

MetricTarget
Automated data processing0.02 seconds
User journey completion~30 seconds
Manual review turnaroundMax 3 minutes per verification (24/7)
Auto approval rate~89% fully automatic
With manual reviewUp to 99% approval
Implementation timeline1 week or less

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Verification accuracy

Document typeAccuracyFalse Positive RateFalse Negative Rate
ID cards99.8%0.2%1.8%
Driving licenses99.4%0.6%5.5%
Face matchingAbove 99.99%FAR below 0.01%FRR below 2%
Face matching tested to iBeta Level 1 and Level 2 standards.

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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

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Incident response

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Priority levels

PriorityDescriptionResponse time
HighService fully unavailable or system malfunction making tasks impossible30 minutes (working hours), 2 hours (off-hours)
NormalMajor feature degraded but service still usableStandard support during working hours
LowMinor issue with no significant service impactBest effort

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Security incident response

For security incidents, a dedicated Incident Response Team follows escalated SLAs:
SeverityResponse time
CatastrophicImmediate
Major2-4 hours
Moderate4-6 hours
Minor6-12 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

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Recovery objectives

ComponentRPO (Recovery Point Objective)RTO (Recovery Time Objective)
Core platform databases24 hours4 hours
Blob/binary storage0 hours (continuous replication)72 hours
Infrastructure durability99.999999999% (eleven 9s)—
All backups are encrypted to the same standard as production data (AES-256-GCM) and monitored via audit logging.

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Status monitoring

Monitor iDenfy service status at idenfy.statuspage.io. Subscribe to status updates for real-time incident notifications via email or webhook.

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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

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Support channels

ChannelAvailabilityBest for
Jira Service Desk24/7 ticket submissionTechnical issues, bugs, API questions
Account managerBusiness hours (09:00-18:00 GMT+3)Contract, features, escalation
Enterprise Slack channelBusiness hoursDedicated support for enterprise clients
techsupport@idenfy.comBusiness hoursTechnical support requests
info@idenfy.comBusiness hoursGeneral inquiries
sales@idenfy.comBusiness hoursNew 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.

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Data retention by plan

PlanRetention period
Startup3 years
Silver5 years
Gold8 years
CustomConfigurable (immediate deletion, 30 days, or up to 8 years)