1. API Service Availability
For Enterprise plans, we guarantee 100% uptime for our API service. For Developer and Business plans, we guarantee 99% uptime. All uptime guarantees are measured on a monthly basis and exclude scheduled maintenance windows, which will be communicated at least 48 hours in advance. Free plans do not include an uptime SLA guarantee.
2. Performance Commitments
- API Response Time: 95% of API requests will be processed within 5 seconds, excluding the time it takes to upload your photos to the API
- Rate Limiting:
- Free: 5 requests/second, 100 requests/month
- Developer: 10 requests/second, 2,000 requests/month
- Business: 50 requests/second, 20,000 requests/month
- Enterprise: 200 requests/second, 100,000 requests/month
- Support Response Time:
- Enterprise: 1 hour support ticket response time during business days, phone support when available
- Business: Next business day
- Developer: Next business day
- Free: Community support only
3. Security and Anti-Spoofing
Our advanced face verification and anti-spoofing technology implements industry-leading measures to detect and prevent fraudulent activity. While we maintain rigorous standards and continuously enhance our security infrastructure, we acknowledge that no security system can guarantee absolute protection against all potential spoofing attempts.
4. Service Credits
For paid plans, if we fail to meet our availability commitment in any given month, you may be eligible for service credits:
- Monthly Uptime 99.0% - 99.9%: 10% credit
- Monthly Uptime 95.0% - 98.9%: 25% credit
- Monthly Uptime < 95.0%: 50% credit
5. Limitations
This SLA does not apply to:
- Issues resulting from factors outside our reasonable control
- Scheduled maintenance windows
- Beta or trial services
- Free tier subscriptions
- Third-party service interruptions
6. Support
Technical support is provided via:
- Community support for Free tier
- Next business day email support for Developer and Business tiers
- 1 hour response time support for Enterprise tier