# Fraud detection SLA

> Support channel, response times by incident priority, and the committed availability of the Ironchip fraud detection platform.

URL: https://docs.ironchip.com/en/fraude/referencia/sla/

Service commitments for the fraud detection platform: how to report incidents, how quickly they are answered by priority, and what availability is guaranteed.

## Support

To report incidents, write to [support@ironchip.com](mailto:support@ironchip.com). Requests are answered within these times:

- Within 12 h for critical requests, with 24/5 coverage.
- Within 24 h for high-priority requests, with 8/5 coverage.
- Within 72 h for medium-priority requests, with 8/5 coverage.
- Within 7 days for low-priority requests, with 8/5 coverage.

| Priority | SLA           | Description                                                                                                                                                                                                                                                                                   |
| -------- | ------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Critical | Within 12 h   | A critical incident occurs when the Ironchip solution is completely unavailable in the bank's online application, affecting all web or mobile users, continuously or for more than 20% of the time.                                                                                           |
| High     | Within 24 h   | A high-severity incident occurs when the Ironchip solution or the bank's application is totally or partially unavailable, or runs in a degraded state with no workaround, affecting more than 20% of the time or of the users.                                                                |
| Medium   | Within 72 h   | A medium-severity incident involves degraded operation in the bank's application or in Ironchip, with a workaround available, affecting less than 20% of users or of the time. It also includes failures in non-critical components and fraud alerts with false positives or false negatives. |
| Low      | Within 7 days | A low-severity incident covers questions about general operation, anomalies in alerts, information available in the manuals, and requests for improvements or additional features.                                                                                                            |

Ironchip reserves the right to adjust the priority of incidents after an initial analysis of the situation.

## Availability

Platform availability is 99%.

| System                                | Availability                                      |
| ------------------------------------- | ------------------------------------------------- |
| Management panel                      | Available 99% of the time.                        |
| Onboarding API                        | Requests succeed 99% of the time.                 |
| Transactions API (login and payments) | Requests succeed 99% of the time in under 200 ms. |