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SLA & Uptime

TruthVouch provides tiered uptime SLAs based on your plan. This page defines our Service Level Agreements and what happens if we don’t meet them.

Availability Commitment

Monthly Uptime Guarantee by Tier

  • Starter: No SLA (best effort basis)
  • Professional: 99.5% monthly uptime = Maximum 216 minutes of downtime per month
  • Business: 99.9% monthly uptime = Maximum 43.2 minutes of downtime per month
  • Enterprise: 99.9% monthly uptime = Maximum 43.2 minutes of downtime per month (with service credits)

Exclusions

Downtime excludes:

  • Scheduled Maintenance: Sundays 2-4 AM UTC (12 hours/month max)
  • Customer Misuse: Causing system overload
  • Third-Party Services: AWS, CloudFlare, payment processors
  • Force Majeure: Natural disasters, wars, terrorism
  • DDoS Attacks: Extreme attacks requiring mitigation

Scheduled maintenance is announced 7 days in advance.

Service Credits

Service credits are available for Professional, Business, and Enterprise tiers. Starter has no SLA and thus no service credits.

Professional (99.5% SLA)

Monthly UptimeService Credit
99.0% to 99.5%10% monthly fee
98.0% to 99.0%25% monthly fee
95.0% to 98.0%50% monthly fee
< 95.0%100% monthly fee

Business & Enterprise (99.9% SLA)

Monthly UptimeService Credit
99.0% to 99.9%10% monthly fee
95.0% to 99.0%25% monthly fee
90.0% to 95.0%50% monthly fee
< 90.0%100% monthly fee

Example: If you paid $1,000/month on Professional and uptime was 98.5%, you receive $250 credit. If you’re on Business/Enterprise and uptime was 98.5%, you receive $100 credit.

Claiming Credits

  1. Request credit within 30 days of the outage
  2. Provide:
    • Date and time of outage
    • Impact on your operations
    • Services affected
  3. We’ll verify and apply credit within 5 business days

Contact: [email protected]

Incident Response Times

Critical Incidents (Service Down)

  • Detection: Automated, < 5 minutes
  • Acknowledgment: < 15 minutes
  • Initial Update: < 30 minutes
  • Status Page Update: < 10 minutes
  • Target Resolution: < 4 hours

High-Severity Issues (Degraded Performance)

  • Acknowledgment: < 1 hour
  • Initial Update: < 2 hours
  • Target Resolution: < 24 hours

Medium-Severity Issues (Partial Impact)

  • Acknowledgment: < 4 hours
  • Target Resolution: < 3 days

Low-Severity Issues (Minor Impact)

  • Acknowledgment: < 24 hours
  • Target Resolution: < 7 days

Status Monitoring

For current system status and incident information, contact: [email protected]

We provide:

  • Real-time status information upon request
  • Incident history
  • Notification of issues affecting your service
  • Historical uptime records

Performance Benchmarks

We also commit to:

API Response Times

  • Verification API: Fast response times
  • Dashboard API: < 500ms (p95)
  • Compliance API: < 1000ms (p95)

Data Availability

  • Knowledge Base Search: < 100ms
  • Audit Logs: < 500ms
  • Policy Retrieval: < 50ms

Rate Limits

  • API Calls: Tier-dependent (Starter: 1,000/mo, Professional: 10,000/mo, Business: 25,000/mo, Enterprise: 100,000+/mo)
  • Concurrent Requests: 100 per user
  • Burst Capacity: 1000 req/min per API key

Maintenance Windows

Scheduled Maintenance

  • Window: Sundays 2-4 AM UTC
  • Frequency: 1-2 times per month (typically)
  • Notice: 7 days advance notice via email
  • Duration: Max 2 hours
  • Impact: Services may be unavailable during window

Emergency Maintenance

For critical security patches:

  • Notice: 24-hour advance notice if possible
  • Duration: Typically < 30 minutes
  • Impact: Minimal; we aim for zero-downtime deployments

Zero-Downtime Deployments

Most of our deployments use zero-downtime techniques:

  • Blue-green deployment
  • Database migration without locks
  • Rolling updates
  • Backward-compatible changes

Compliance with SLA

We monitor and report on:

  • Monthly Uptime: Published within 5 days of month-end
  • Incident Summary: Brief post-mortem for significant incidents
  • Trend Analysis: 90-day uptime rolling average

Historical uptime records are available upon request from [email protected]

Uptime Tracking

Uptime tracking began with platform launch in March 2026. Historical uptime reports will be available after 12 months of operation.

Disaster Recovery

Our infrastructure is built to recover quickly:

  • Multi-AZ Deployment: Automatic failover between availability zones
  • Data Replication: Real-time synchronization across regions
  • Backup Retention: 90 days of automated backups
  • RTO (Recovery Time Objective): < 1 hour
  • RPO (Recovery Point Objective): < 5 minutes

Incident Communication

During incidents, we:

  1. Send Email Notifications: For major incidents
  2. Hold All-Hands: For incidents affecting many customers (24 hours after resolution)
  3. Publish Post-Mortem: Within 3 days of major incident

Change Management

We follow disciplined release processes:

  • Testing: Automated tests for every deployment
  • Staging: All changes tested in production-like environment
  • Canary Deployment: New versions to 1% of traffic first
  • Monitoring: Alert thresholds for errors, latency, resource usage
  • Rollback: Automatic rollback if error rate increases > 2%

Business Continuity

TruthVouch operations include:

  • 24/7/365 Monitoring: On-call engineers always available
  • Runbooks: Documented procedures for common incidents
  • War Room Procedures: Defined escalation and communication
  • Postmortems: Review of every major incident
  • Training: Annual disaster recovery drills

Limitations of Liability

Notwithstanding the SLA:

  • Max Liability: Limited to monthly fees paid (12 months max)
  • No Liability For: Indirect, consequential, or punitive damages
  • No Warranty: Services provided “as-is” without warranty
  • No Guarantee: Of specific business outcomes

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