1. API Service Availability
For Business and Enterprise plans, we guarantee 100% uptime for our API service, measured on a monthly basis. This excludes scheduled maintenance windows, which will be communicated at least 48 hours in advance. Developer 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: Based on your subscription tier
- Support Response Time:
- Enterprise: 1 hour response time for critical issues
- Business: 4 hour response time during business hours
- Developer: Next business day
3. Security and Anti-Spoofing
Our face verification and anti-spoofing technology represents our best-effort approach to detect and prevent fraudulent attempts. While we continuously update and improve our security measures, no system is perfect and we cannot guarantee 100% detection of all spoofing attempts. The effectiveness of our anti-spoofing measures may vary based on factors including but not limited to:
- Image quality and lighting conditions
- Camera hardware capabilities
- Environmental factors
- Novel spoofing techniques
4. Service Credits
For Business and Enterprise 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
- Developer tier subscriptions
- Third-party service interruptions
6. Support
Technical support is provided via:
- Email support for all tiers
- Priority phone support for Business tier
- 24/7 dedicated support for Enterprise tier