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SLA & Uptime

TruthVouch commits to 99.9% monthly uptime. This page defines our Service Level Agreement and what happens if we don’t meet it.

Availability Commitment

Monthly Uptime Guarantee

99.9% Uptime = Maximum 43.2 minutes of downtime per month

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

If we breach the 99.9% SLA, you receive service credits:

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 and uptime was 98%, you receive $250 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: support@truthvouch.com

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

Real-time status available at: status.truthvouch.com

You can:

  • View current system status
  • Check incident history
  • Subscribe to notifications
  • View historical uptime

Performance Benchmarks

We also commit to:

API Response Times

  • Verification API: < 200ms (p95)
  • Dashboard API: < 500ms (p95)
  • Compliance API: < 1000ms (p95)

Data Availability

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

Rate Limits

  • API Calls: 10,000 calls/day (Starter), unlimited (Growth/Enterprise)
  • 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 published at: status.truthvouch.com/uptime

Annual Uptime Report

YearUptimeMajor Incidents
202399.98%0
202299.95%1
202199.92%2

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. Update Status Page: Every 15 minutes (minimum)
  2. Send Email Notifications: For major incidents
  3. Post Updates: On Twitter (@TruthVouch)
  4. Hold All-Hands: For incidents affecting many customers (24 hours after resolution)
  5. 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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