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Version: v5

SLA and availability

Availability#

Incognia SLA and availability for Enterprise customers are described below:

SystemAvailability
Product dashboardWill load 99% of the time.
Onboarding APIRequests 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*SLADescription
CriticalWithin 3h (24/7)Product dashboards or APIs being used in production are unavailable, impacting multiple users.
HighWithin 6h (8/5)Product dashboards or APIs being used in production are impaired or degraded, impacting multiple users.
MediumWithin 12h (8/5)Product dashboards or APIs not being used in production are unavailable, impaired, or degraded.
LowWithin 48h (8/5)General doubts about the product and personalized requests.

* Incognia can reprioritize based on preliminary analysis