Service Level Agreement (SLA)

Last Updated: 14 October 2026

This SLA describes expected service performance.

Service Availability

IDPro aims for 99% uptime excluding:

  • Scheduled maintenance
  • Emergency maintenance
  • Third-party outages

Support

Customer support may include:

  • Email support
  • Technical troubleshooting
  • Onboarding assistance

Support hours may vary depending on the subscription plan.

Maintenance

Periodic maintenance may occur to:

  • Improve security
  • Update infrastructure
  • Add features

Advance notice will be provided where possible.

Incident Response

In case of system disruptions:

  1. The issue will be investigated
  2. Mitigation measures will be applied
  3. Customers may be notified of major incidents