Service Level Agreement (SLA) & Incident Policy
Operational Uptime Guarantee, Service Credits, Support Escalation Tiers & 72-Hour Breach Coordination
99.9%
Monthly uptime across all production APIs and SDK distribution networks.
< 2 Hours
24/7 emergency response for suspected security incidents or personal data breaches.
Up to 50%
Direct invoice credits applied if monthly uptime targets are not fulfilled.
1. Service Availability Commitment
CompTrust commits to maintaining at least 99.9% Monthly Uptime Percentage for the platform during each monthly billing cycle.
"Monthly Uptime Percentage" is calculated as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month * 100%, excluding Excused Downtime.
Excused Downtime includes:
- Scheduled maintenance windows announced at least 48 hours in advance, conducted during off-peak hours (02:00 to 05:00 IST).
- Force Majeure events or internet-wide backbone outages beyond AWS India infrastructure.
- Downtime resulting from Customer's internal systems, invalid API keys, or custom scripts.
2. Service Credit Schedule
If CompTrust fails to meet the availability commitment, Customer is entitled to claim the following Service Credits against subsequent monthly subscription invoices:
| Monthly Availability Percentage | Service Credit Percentage |
|---|---|
| < 99.9% but >= 99.0% | 10% Credit |
| < 99.0% but >= 95.0% | 25% Credit |
| < 95.0% | 50% Credit |
*To request a service credit, submit an email to billing@comptrust.app within thirty (30) days following the affected month.
3. Incident Severity Tiers & Response Times
| Severity Tier | Definition | Target Response Time | Coverage |
|---|---|---|---|
| Priority 1 (Critical) | Suspected security breach, full service outage, or failure of webhook dispatch engine. | < 2 Hours | 24/7 / 365 |
| Priority 2 (High) | Significant feature impairment (e.g. DSR portal degradation or DPIA module latency) with no workaround. | < 4 Hours | Business Hours (IST) |
| Priority 3 (Standard) | General inquiry, documentation clarification, or minor cosmetic defect. | < 24 Hours | Business Hours (IST) |
4. Fail-Safe & Degraded Mode Architecture
In compliance with verify.txt §29, CompTrust is architected with resilient circuit breakers:
- SDK Non-Blocking Execution: The Web, iOS, and Android Consent SDKs operate asynchronously. In the event of network disruption or temporary API unreachable state, the customer's site or mobile app continues to load without interruption.
- Local Queueing & Auto-Retry: Consent records generated during offline periods are cached in client-side secure storage and automatically flushed to the server once connectivity is restored.
- Dead-Letter Webhook Storage: If a customer's backend fails to acknowledge an outgoing webhook (e.g. 500 error or timeout), CompTrust retains the payload in an immutable delivery log and enables 1-click re-delivery testing from the dashboard.
Support & Incident Reporting Desk:
CompTrust Technologies India Private Limited • Operations & Engineering Command Center
Email: support@comptrust.app • P1 Emergency: security@comptrust.app