Service Level
Agreement

This Service Level Agreement (SLA) describes our commitment to providing a reliable and performant biometric infrastructure for our enterprise customers. Last updated: April 2024.

99.9% Uptime

We guarantee a Monthly Uptime Percentage of at least 99.9% for our Edge API and Management Console.

Sub-50ms Latency

Our global P95 latency for face vectorization is committed to remain under 50ms across all active regions.

1. Service Commitments

Kogface will use commercially reasonable efforts to make the Kogface Edge Services available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle. In the event Kogface does not meet the Service Commitment, you will be eligible to receive a Service Credit.

Monthly Uptime PercentageService Credit Percentage
Less than 99.9% but ≥ 99.0%10%
Less than 99.0% but ≥ 95.0%25%
Less than 95.0%50%

2. Definitions

  • "Error Rate" means the number of HTTP status 500 or 503 errors returned by the API during a 1-minute interval.
  • "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the Kogface Edge was in an "Unavailable" state.

3. Customer Support

Enterprise customers have access to 24/7 priority support with the following initial response time targets:

P0 - Critical

15 Min

P1 - High

1 Hour

P2 - Normal

4 Hours

Have questions about our SLA?

Contact our compliance team for custom SLA requirements or regional-specific availability.