Service Level Agreement

We guarantee a 99.9% Monthly Uptime Percentage for the C.E.R.T.S. core credential verification and management platform. We understand that compliance tracking is mission-critical.

As early adopters, you receive prioritized support. Response times are based on the severity of the issue reported.

Your workforce credentials and compliance data are backed by robust infrastructure. We maintain a 99.9999% data durability target over a given year.

• Full encrypted database backups are performed daily.
• Continuous point-in-time recovery (PITR) enabled.
• Multi-region redundancy to protect against localized failures.

To ensure optimal performance and deploy new features, we occasionally perform scheduled maintenance. We will notify company administrators at least 48 hours in advance for any maintenance expected to cause downtime exceeding 15 minutes. Routine zero-downtime updates are deployed continuously without notification.

If we fail to meet the 99.9% Uptime Guarantee in a billing month, eligible customers may request a Service Credit.

• < 99.9% to 99.0%: 10% of monthly fee credited.
• < 99.0% to 95.0%: 25% of monthly fee credited.
• < 95.0%: 50% of monthly fee credited.

* Credits must be requested within 30 days of the end of the month in which the downtime occurred. SLA does not apply to beta features or downtime caused by factors outside our reasonable control.