FALKIN LTD
Service Level Agreement (SLA)
Version: 1.0 Last Updated: March 10, 2025
Definitions
For the purposes of this Agreement:
"Service" means the Falkin platform, APIs, and embedded tools provided to the Customer.
"Downtime" means any period during which the Service is wholly unavailable or returning errors on more than 5% of requests over a rolling 5-minute window.
"Scheduled Maintenance" means planned maintenance communicated to customers at least 72 hours in advance.
"Monthly Uptime Percentage" means the percentage of total minutes in a calendar month during which the Service is available, excluding Scheduled Maintenance.
"Incident" means an unplanned interruption to, or reduction in quality of, the Service.
1. Service Availability
Falkin is designed to provide reliable and continuous access to safety intelligence and scam detection tools.
Uptime Commitment
Falkin targets a 99.5% Monthly Uptime Percentage for production services.
Availability Calculation
Availability (%) = ((Total minutes in month – Downtime minutes) ÷ Total minutes in month) × 100
Downtime includes:
- Platform outages preventing API or application access
- Service error rates exceeding 5% of requests over a rolling 5-minute window
Downtime excludes:
- Scheduled Maintenance (with at least 72 hours advance notice)
- Force majeure events
- Internet connectivity issues outside Falkin infrastructure
- Customer system or integration failures
- Incidents caused by Customer misuse or breach of Falkin's Terms of Service
2. API Performance
Falkin is optimised for real-time safety checks within financial and payment flows.
| Metric | Target |
|---|---|
| API response time | < 500ms p95 for safety check requests |
| System throughput | Horizontally scalable with demand |
| Core endpoint availability | Included within uptime commitment |
Response time is measured from Falkin's production infrastructure and excludes network latency between Falkin and the customer environment.
3. Incident Severity Levels
| Severity | Description |
|---|---|
| P1 – Critical | Full service outage or safety checks unavailable for multiple customers |
| P2 – Major | Significant feature degradation or partial service disruption affecting core functionality |
| P3 – Minor | Limited impact issues or non-critical functionality degraded |
4. Incident Response & Resolution Targets
| Severity | Acknowledgment | Target Resolution |
|---|---|---|
| P1 – Critical | < 1 hour | < 4 hours |
| P2 – Major | < 4 hours | < 24 hours |
| P3 – Minor | < 24 hours | < 72 hours |
Acknowledgment means Falkin has confirmed receipt of the incident and commenced investigation.
These targets represent Falkin's operational goals. Customers may escalate unresolved incidents by contacting support@falkin.com, referencing their incident ticket number.
5. Monitoring and Alerting
Falkin continuously monitors service health across its infrastructure, including:
- API availability and error rates
- Service latency
- Infrastructure utilisation
- Threat intelligence ingestion pipelines
- Security events
Automated alerts notify Falkin engineering teams of service anomalies to enable rapid investigation and response.
6. Scheduled Maintenance
Falkin may periodically perform maintenance to maintain platform performance and security.
- Customers will receive at least 72 hours advance notice of Scheduled Maintenance via email and the status page.
- Where possible, maintenance will be conducted during low-traffic periods (weekdays 02:00–05:00 UTC).
- Emergency maintenance required to address critical security vulnerabilities may be performed with shorter notice; Falkin will communicate as promptly as practicable.
- Scheduled Maintenance windows are excluded from uptime calculations.
7. Customer Support
Customers can report issues or request assistance through the following channels:
| Channel | Contact | Hours |
|---|---|---|
| Email Support | support@falkin.com | Business hours, with best efforts monitoring for P1/P2 incidents outside of those hours |
Support requests should include:
- Description of the issue
- Time of occurrence
- Relevant request IDs or logs (if available)
Support Response Targets:
| Priority | First Response Target |
|---|---|
| P1 / P2 incidents | Within acknowledgment windows in Section 4 |
| General support queries | Within 1 business day |
8. Data Security
Falkin takes the security of Customer data seriously and operates in accordance with industry-standard security practices. Further details on data handling are available in the Falkin Privacy Policy and Data Processing Agreement at legal.falkin.com.
In the event of a confirmed data security breach affecting Customer data, Falkin will notify affected customers promptly and in accordance with applicable data protection laws.
9. SLA Limitations
This SLA represents Falkin's operational targets and service commitments. It does not create financial penalties or service credits unless explicitly agreed in a separate customer agreement. Falkin's total liability in connection with this SLA is limited to the extent permitted under its standard Terms of Service.
10. Governing Law
This SLA shall be governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law provisions. Each party submits to the exclusive jurisdiction of the courts of England and Wales for the resolution of any disputes arising under this SLA.
11. Updates to this SLA
Falkin may update this SLA periodically to reflect improvements to the platform or operational practices. Customers will be notified of material changes at least 30 days in advance via email. Continued use of the Service following the effective date of an updated SLA constitutes acceptance of the revised terms.