Reliability & SLAs

Our availability targets, incident process, data freshness objectives, and support commitments are designed so your compliance workflows remain predictable and well documented.

Coverage & Credence ->Accuracy & Matching ->Privacy Policy ->

1) Service Availability Targets

Platform (UI & Dashboard)

- Target uptime: 99.9% monthly (excludes scheduled maintenance)
- Regions: Vercel (edge) + Supabase (EU data centers)

API (screening endpoints)

- 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: Paid tiers use the same managed source registry, with API access, batch automation, and source timestamps carried into audit logs.
- Failover: If an import job fails, we continue from the most recent successful snapshot and preserve the dataset state in results/reports.

3) Incident Management

Detection & Communication

- Monitoring via Plausible (uptime trends), Sentry (errors), and LogSnag (events)
- Customer comms: in-app banner + email for major incidents
- Public status (planned): /status

Targets (non-contractual)

- 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

Typical Objectives

- p95 single-name screening < 900ms
- Batch/CSV processed asynchronously with progress states

Plan-based Limits

- 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

Channels

- Free/Starter: email
- Pro/Business: priority email + scheduled calls
- Enterprise: dedicated escalation path & CSM

Target First Response (business hours)

- 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 operating objectives only; binding commitments are set out in the applicable order form and any separately agreed SLA or DPA.

Effective date: 2026-04-09. We may update this page as our infrastructure evolves.

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