IDfy System API availability
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 –
- IDfy’s APIs are dependent on a number of external systems, the availability of which IDfy cannot control or guarantee. IDfy’s APIs will return a ‘source down’ message under such conditions. IDfy performs automatic retries using an exponential back off strategy. IDfy shall, at all times, remain liable to the Client for all delays in the Services or failure to maintain the up time of the API caused due to any error, defect or failure in IDfy’s API
- IDfy might perform scheduled maintenance which will be communicated to all impacted clients at least 2 (two) working days in advance. Outages for the same will generally last for 30 (thirty) minutes on average are not considered against our up-time guarantee
- IDfy proactively monitors internal services and IDfy’s (external databases) for up time and alert clients within 1 hour of service disruption. Any such disruption or down time is immediately treated as Priority 1 issue. IDfy will closely follow up with service provider for resolution and keep client informed as per Priority 1 procedures.
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 |
- Initial Response is when a ticket is opened and acknowledged by support team.
- Estimation Response is the time taken to discuss the issue with relevant team and get back to the client with the proposed action and timeline for the same.
- Resolution is the point at which the problem is resolved and the application function is returned to a usable and available state.
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 |
- Once the escalation crosses Level 1 & 2 & issue is not resolved, Customer can contact the concerned Sales Contact immediately.
