Reliability & SLAs
Our availability targets, incident process, data freshness objectives, and support commitments— designed so your compliance workflows remain predictable and audit-ready.
1) Service Availability Targets
- • Target uptime: 99.9% monthly (excludes scheduled maintenance)
- • Regions: Vercel (edge) + Supabase (EU data centers)
- • Target uptime: 99.9% monthly
- • Latency objective: p95 < 900ms for single checks (typical)
Formal SLAs (service credits, custom RTO/RPO, whitelabel SLOs) apply to Enterprise agreements and select Business contracts.
2) Data Freshness Objectives
- • Free & Starter: Offline lists refreshed daily. Screens run against the latest successful import snapshot.
- • Pro/Business/Enterprise: Screens use the OpenSanctions API for near real-time data; we propagate source timestamps to audit logs.
- • Failover: If the API is unavailable, we use the most recent snapshot and mark the source in results/reports.
3) Incident Management
- • Monitoring via Plausible (uptime trends), Sentry (errors), and LogSnag (events)
- • Customer comms: in-app banner + email for major incidents
- • Public status (planned): /status
- • P1 (critical outage): first update ≤ 30 min, continuous hourly updates until resolved
- • P2 (degradation): first update ≤ 2 h
- • P3 (minor): next business day
Contracted response/restore times and credits are available with Enterprise SLAs.
4) Backups, RTO & RPO
- • Database: Supabase-managed PITR backups; daily snapshots + WAL
- • Target RTO: ≤ 4 hours (Business/Enterprise can contract stricter targets)
- • Target RPO: ≤ 1 hour (subject to provider; stricter available by contract)
5) Maintenance Windows
- • Routine maintenance: Sun 01:00–03:00 CET (as needed)
- • We announce disruptive changes at least 72 hours in advance (email + in-app)
6) Performance & Rate Limits
- • p95 single-name screening < 900ms
- • Batch/CSV processed asynchronously with progress states
- • Free/Starter: local snapshot; modest concurrency
- • Pro/Business: higher concurrency; webhook callbacks
- • Enterprise: custom limits & dedicated capacity
Exact quotas are documented in your plan and may be adjusted to ensure fair use.
7) Support & Escalation
- • Free/Starter: email
- • Pro/Business: priority email + scheduled calls
- • Enterprise: dedicated escalation path & CSM
- • Free/Starter: < 2 business days
- • Pro/Business: < 1 business day
- • Enterprise: contractually defined (e.g., 4h)
Business hours: Mon–Fri, 09:00–18:00 CET (excl. German public holidays).
8) Webhooks & Delivery
- • Retries with exponential backoff for transient failures
- • Signed payloads; idempotency keys recommended
- • Dead-letter queue for Enterprise (on request)
9) Legal & Contractual SLAs
SLA commitments (including service credits) are available with Enterprise and selected Business plans. This page outlines our operating objectives; final terms are defined in the Order Form and MSA/DPA.
Effective date: 2026-02-23. We may update this page as our infrastructure evolves.