Service Level Agreement (SLA)
The operator details (name, registration number, address, contact) will be added to this document once approved. The terms apply as set out in this version.
Version of 3 October 2026. Forms part of the verkyc Customer Terms of Service between [to be confirmed] (the Operator) and the Customer.
1. Scope
1.1. The SLA covers the live environment: the API at https://api.verkyc.com, the verification page at https://verify.verkyc.com, the upload gateway and the console at https://console.verkyc.com. The sandbox, external verification sources (registers, lists, data providers) and applicants' networks are outside the SLA.
2. Availability
2.1. Target availability is 99.5 percent per calendar month.
2.2. Availability = (minutes in the month - minutes of unavailability) / minutes in the month. A minute of unavailability is a minute in which at least 5 percent of requests to the API or to the verification page ended with a server error (5xx) or received no response within 30 seconds, according to the Operator's monitoring.
2.3. The following are not unavailability:
- planned maintenance announced in the console at least 72 hours in advance, in total no more than 4 hours per month and between 22:00 and 06:00 Central European Time;
- unavailability of an external source: the corresponding check ends with the status "not performed" and a reason and is not charged;
- responses of the safe mode the Operator enables when data integrity is at risk, if it is enabled for no longer than 1 hour;
- refusals due to the Customer exceeding its rate limits, invalid requests and acts of the Customer or third parties for whom the Operator is not responsible, and force majeure.
3. Processing time
3.1. The target time for the automated result of a natural person verification after collection of materials is complete is no more than 60 seconds for 95 percent of cases in a month, excluding time spent waiting for external sources and manual review.
4. Support
| Priority | Example | First response | Hours |
|---|---|---|---|
| Critical | live environment unavailable, data breach | 1 hour | 24/7 |
| High | a significant share of checks is not performed | 4 hours | business days |
| Normal | configuration question, defect without impact on operations | 1 business day | business days |
4.1. Requests are made in the console or at support@verkyc.com. Business days are Monday to Friday, 09:00 to 18:00 Central European Time, except public holidays in Germany.
5. Recovery
5.1. The recovery point objective (RPO) is 15 minutes and the recovery time objective (RTO) is 4 hours. Backups are stored in Germany and tested by restoration at least once a week.
6. Service credits
6.1. If monthly availability is below target, the Customer receives a credit against subsequent payments:
| Monthly availability | Credit of the monthly fee |
|---|---|
| from 99.0 to 99.5 percent | 5 percent |
| from 98.0 to 99.0 percent | 10 percent |
| below 98.0 percent | 25 percent |
6.2. The credit is granted on the Customer's request made within 30 days after the end of the month and does not exceed 25 percent of the monthly fee. The credit is the Customer's sole remedy for failure to meet the availability target; this does not limit liability for breach of data protection obligations.
7. Reporting
7.1. The Operator publishes the service status in the console and provides a monthly availability report on request. The Operator informs the Customer of incidents that affected availability, with the cause and measures taken, within 5 business days after resolution.