SLA and Availability
Availability
Incognia SLA and availability for Enterprise customers are described below:
| System | Availability |
|---|---|
| Product dashboard | Will load 99% of the time. |
| Onboarding API | Requests will complete successfully 99% of the time. |
| Transaction API (login and payments) | Requests will complete successfully under 200ms 99% of the time. |
Incognia availability is reported on its status page.
Support
Incognia has a support form available to report incidents.
Support requests will be responded:
- within 3hs for critical requests available 24/7
- within 6hs for high priority requests available 8/5
- within 12hs for medium priority requests available 8/5
- within 48hs for low priority requests available 8/5
| Priority* | SLA | Description |
|---|---|---|
| Critical | Within 3h (24/7) | Product dashboards or APIs being used in production are unavailable, impacting multiple users. |
| High | Within 6h (8/5) | Product dashboards or APIs being used in production are impaired or degraded, impacting multiple users. |
| Medium | Within 12h (8/5) | Product dashboards or APIs not being used in production are unavailable, impaired, or degraded. |
| Low | Within 48h (8/5) | General doubts about the product and personalized requests. |
* Incognia can reprioritize based on preliminary analysis