Fraud detection 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. 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.