Service levels and reliability
This page states the service levels TrueSecurix targets and how we handle reliability, backups and incidents. We describe our real posture, not an aspirational number we cannot stand behind. Contractual, credit-backed SLAs are offered on annual enterprise agreements; see Enterprise.
Availability target
We target 99.5% monthly availability for the verification API on standard plans. This is a target for self-serve plans, not a credit-backed contractual guarantee. Enterprise customers on an annual agreement can receive a contractual uptime SLA with service credits, and, where required, redundant capacity to raise the committed level.
We are transparent that the standard service currently runs on a single, well-hardened cloud instance. Higher committed availability with redundancy is provisioned as part of an enterprise agreement.
Support response targets
| Severity | Example | Target first response |
|---|---|---|
| Critical | API down, verifications failing | Within 4 business hours (standard); faster on enterprise. |
| High | Elevated errors or latency | Within 1 business day. |
| Normal | Questions, integration help | Within 2 business days. |
Support is by email at contact@truesecurix.com. Enterprise agreements can add a dedicated channel and named contact.
Backups and disaster recovery
- The database is backed up on a daily schedule with a defined retention window.
- Backups are verified and can be restored to rebuild the service.
- Because submitted images are never stored, a data breach cannot expose your end-users' selfies or ID images: there are no such files to lose.
- Recovery objective: our target is to restore service within hours of a total-loss event by rebuilding from the latest verified backup. Enterprise agreements can define committed RTO/RPO figures.
Fail-safe behaviour
The system is engineered to fail safe. If the detection engine is degraded or unavailable, the API returns a clear error and does not charge a credit, rather than returning a wrong or falsely confident result. A real customer is never auto-rejected on a guess; uncertain cases route to human review.
Incident communication
Live service health is published at status.truesecurix.com (the status page). Material incidents are posted there, and enterprise customers are notified directly.
Maintenance
Planned maintenance is scheduled for low-traffic windows and, where it could affect availability, communicated in advance to enterprise customers.