IDfy’s APIs are designed to have 99.5% up time monthly and shall maintain such uptime with respect to Services provided to the Client. A few points to consider –
1.Client Support and Problem Correction
The following procedures will be used to respond to problems that are received by IDfy’s support team.
i. Prioritization Approach
Service requests for problems received by the support team will be given a Severity Code from 1 – 4 based on how important responding to the problem is to the primary working of services. The Severity Code will be the basis for scheduling work on the backlog and assigning resources to the request.
Severity Code | Definition |
1 | A problem has made a critical function unusable or unavailable and no work-around exists. |
2 | A problem has made a critical function unusable or unavailable but a work-around exists. |
3 | A problem has diminished a critical or important functionality or performance but the functionality still performs as specified. |
4 | A problem has diminished supportive application functionality or performance. |
ii. Response and Resolution Times
Severity codes are used in order to determine appropriate responses and resolution times. Response and resolution times are measured from when the incident comes to the notice or brought into notice of the support team. If the problem is not resolved within the defined timeframe, continuous effort will be applied until the problem is resolved.
Severity Code | Initial Response | Estimation Response | Resolution |
1 | 1 hour | 3 hours | 1 business day |
2 | 3 hours | 6 hours | 3 business days |
3 | 8 hours | 1 business day | 5 business days |
4 | 8 hours | 2 business days | 10 business days |
iii. Exclusions from the service level
(a) The Service Commitment does not apply to any unavailability of any third-party software (other than third party equipment within IDfy’s direct control) on which the platform works or is depended upon.
(b) caused by factors outside of IDfy’s reasonable control, including any force majeure event.
(c) that result from any third-party equipment, software or other technology (other than third party equipment within IDfy’s direct control).
(d) that result from any maintenance as provided for pursuant to this Agreement.
Escalation Matrix
Issue Reported at Evaluation Team | For: Eve Support Team Email: Eve.support@idfy.com For: vKYC Support Team Email: vkyc.support@idfy.com |
Escalation Level 1 | Market Development |
Escalation Level 2 | Partnership |
Final Escalation | CBO |