Service Levels and Availability

Approach

We operate the Verify by Tiller platform to be available 24/7, ensuring our service is always ready when you need it.

Our modern, cloud-native architecture provides a robust fault-tolerant platform leveraging all the benefits of a geo-redundant virtualise hosting.

The platforms design also allows us to perform updates and releases with little or no downtime scheduling or interruption to your production services. This approach of continuous deployment means the platform is constantly being improved and updated seamlessly.

We aim for and consistently exceed a 99.9% uptime availability, a testament to our commitment to reliability.

Service Level Agreement (SLA)

Verify by Tillers Service Level Agreement, which would be included in your contract, outlines our commitment to responding to your support requests or issues. We prioritise incidents based on their impact on your operations, ensuring we address issues in the most appropriate order to get maximum benefit. The criteria being:

• Priority 1 (Critical): For critical issues that severely impact your ability to use the platform, we guarantee a 2-hour response time during normal UK business hours (9 a.m. to 5 p.m.).

• Priority 2 (High): For high-priority issues that cause a significant but not critical impact, we will respond within 8 hours during normal UK business hours.

• Priority 3 (Medium): For medium-priority issues that have a moderate impact, our response time is 24 hours within normal UK business hours.

• Priority 4 (Low): For minor issues or general inquiries, we commit to responding within 5 business days.

Please note that our defined "hours" for response times are based on our general support cover, which is from 9 a.m. to 5 p.m. UK weekday business days.

Technical Reliability

Our system's architecture is built on a resilient, multi-region cloud infrastructure, designed to provide redundancy and failover capabilities. This ensures our platform remains robust and recoverable even in the event of regional outages. We also employ a support team that focuses on proactive monitoring, performance optimisation, and incident response, which allows us to quickly identify and resolve potential issues if they happen or even before they can impact service availability.

To achieve our high uptime, we leverage a robust DevOps culture. Our CI/CD (Continuous Integration/Continuous Deployment) pipelines allow us to deploy code changes rapidly and reliably with little manual intervention, which reduces the risk of human error and ensures a smooth, continuous flow of updates. We also utilize monitoring and alerting systems to track aspect of our platform's performance. This allows our support team to receive immediate notifications of any anomalies and take corrective action, often before a customer even notices an issue.

Ensuring Data Integrity and Security

Beyond just availability, our commitment to reliability extends to the integrity and security of your data. The platform incorporates multiple layers of security, including encryption in transit and at rest, to protect sensitive information. We perform regular security audits, penetration testing, and vulnerability assessments to ensure our defences are robust and up to date. Our adherence to strict controls over data security, availability, processing integrity, and confidentiality. These measures provide a foundation of trust, giving you confidence not only in our uptime or recovery times but also in our ability to protect your most sensitive regulatory data.