SLA
99.99% uptime with service credits
Four 9s measured monthly, with automatic credits if we miss. Posted on your status-page dashboard, not self-reported.
Billing
Annual invoicing · NET 30/60/90
Wire transfer, ACH, check, and purchase-order billing. Multi-year contracts with volume pricing. No credit-card hostage situation.
Support
Dedicated Customer Success Manager
One CSM, one security engineer, one named account director. Email, phone, Slack Connect, or Microsoft Teams — your preference.
Response
24-hour security hotline
Critical incidents reach a human within 60 minutes, any time. P1 production issues have a 4-hour response SLA written into the contract.
Onboarding
White-glove migration
Data migration from your existing system, directory setup, SSO configuration, admin training, and end-user sessions — all included.
Identity
SSO with any IdP
SAML 2.0, OIDC, and SCIM 2.0 against Okta, Entra ID, Google, Ping, JumpCloud, OneLogin, Auth0 — or custom IdPs we'll integrate on request.
Compliance
SOC 2 readiness · HIPAA BAA on roadmap
SOC 2 Type 1 readiness in progress (self-policed). HIPAA Business Associate Agreement on roadmap / available on request. ISO 27001 on roadmap.
Public sector
FedRAMP sponsorship path
Ready to co-sponsor FedRAMP Moderate with a federal agency partner. StateRAMP and CJIS on request for state/local engagements.
Deployment
Private single-tenant option
Dedicated Kubernetes cluster, single-tenant database, private sub-processor list. Deploy in AWS, Azure, GCP, or your own VPC.
Residency
Custom data residency
Pin storage to any region we operate in — EU, UK, US, Canada, Brazil, Singapore, Japan, Australia — and we'll add new regions for qualifying contracts.
Review
Quarterly business reviews
Executive sponsor, roadmap input rights, incident review, usage analytics, renewal planning. We read your feedback and ship.
Audit
Annual pen test report shared
Our annual third-party penetration test report is available to Enterprise customers under NDA, unredacted except for other customer identifiers.
Continuity
Source code & data escrow
Escrow with a bonded third party. If we cease operations or breach SLA for more than 30 days, release clauses trigger automatically.
Environments
Sandbox & staging environments
Dedicated sandbox for integration testing, separate staging that mirrors production config. Included, not billed per-seat.