Service Level Agreement

Xident commits to 99.9% monthly uptime for the Verification API on Growth and Scale plans. This page states exactly what that covers, how it is measured, and what you receive if we miss it.

1. Scope

This SLA applies to customers on the Growth and Scale plans, for the Verification API at api.xident.io and the verification widget at verify.xident.io.

Free, Basic and Starter plans are provided without an uptime commitment. Enterprise customers may negotiate different terms in a separate agreement, which supersedes this page.

2. The commitment

99.9% uptime per calendar month, which allows approximately 43 minutes of downtime per month.

3. How availability is measured

Availability is measured in five-minute intervals. An interval counts as unavailable when more than 50% of valid requests to the covered endpoints return a 5xx error or fail to receive a response.

Monthly uptime is the percentage of five-minute intervals in the month that were not unavailable. Measurement is taken from Xident's monitoring, which probes the covered endpoints from outside our infrastructure. Live status and incident history are published at status.xident.io.

Slow responses are not counted as downtime unless they fail. Latency commitments, if required, are agreed separately.

4. What is excluded

The following do not count towards downtime:

• Scheduled maintenance, announced at least five business days in advance. We aim to keep these windows outside 08:00–20:00 CET on business days.
• Emergency maintenance required to address a security vulnerability, announced as far ahead as circumstances allow.
• Failures of third-party services we do not control, where the failure originates with that provider — including DNS and CDN, object storage, and document-extraction providers. We publish our sub-processors in Annex 3 of our DPA.
• Your own configuration or integration — including an invalid or revoked API key, exceeding your plan's allowance or your configured budget, a callback URL that does not resolve, or requests we reject as malformed.
• Suspension for non-payment or for breach of the Terms of Service.
• Force majeure — events beyond our reasonable control, including network or power failure at a datacentre operator, and internet routing failures between you and us.

5. Service credits

If we miss the commitment in a calendar month, you may claim a credit against your next invoice:

• 99.0% – 99.9% — 10% of that month's subscription fee
• 95.0% – 99.0% — 25% of that month's subscription fee
• Below 95.0% — 50% of that month's subscription fee

Credits are calculated on the subscription fee only, not on usage charges, and are capped at 50% of that month's subscription fee. Credits are applied to a future invoice and are not refundable in cash.

Service credits are your sole and exclusive remedy for any failure to meet this commitment.

6. How to claim

Email support@xident.io within 30 days of the end of the affected month, including the dates and times of the outage you observed and, where available, request IDs or logs. We will respond within five business days.

Claims made more than 30 days after the affected month cannot be processed, as the underlying measurement data is no longer retained at the necessary resolution.

7. Changes

We may update this SLA. Where a change reduces the commitment or narrows what is covered, we will give at least 30 days' notice to affected customers before it takes effect. The version in force is the one published at the start of the month in question.

8. Relationship to other terms

This SLA forms part of the Terms of Service. Where a separately negotiated agreement covers availability, that agreement takes precedence. Nothing here limits the disclaimers in the Terms of Service except as expressly stated.