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This Service Level Agreement ("SLA") sets out Didit's availability commitments for the Services and the service credits available if Didit misses them. For Enterprise customers, the operational metrics signed in the Order Form prevail over this SLA where the Order Form differs. This SLA is the canonical service-level document; Annex 1 of the Business Terms mirrors it and is updated in parallel.

1. Scope

This SLA applies to:

• the Didit verification APIs at `api.didit.me`;
• the Business Console at `business.didit.me`; and
• the SDK endpoints directly operated by Didit.

Third-party services (for example, network providers, cloud providers, sub-processors) are out of scope to the extent the disruption is attributable to the third party and not to Didit's gross negligence in their selection or management. Beta, trial, and free-tier services are provided without availability commitments.

2. Availability commitment

Didit commits to maintain a monthly uptime of:

The live status page is at status.didit.me.

3. Uptime measurement

Uptime is measured minute by minute using Didit's internal monitoring tools. "Downtime" is any minute during which the core API or Business Console fails to respond successfully (HTTP 2XX/3XX) to an HTTPS request, as detected by Didit's monitoring system or reported by the Client and validated by Didit, excluding the events in Section 4.

Monthly Uptime is calculated per calendar month as:

`Monthly Uptime (%) = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100`

4. Exclusions

The Monthly Uptime calculation excludes downtime resulting from:

• Force majeure — events beyond Didit's reasonable control.
• Scheduled maintenance — planned maintenance windows. Didit will limit scheduled maintenance to a maximum of five (5) hours per calendar month and will give at least forty-eight (48) hours' prior notice via the Business Console or email.
• Emergency maintenance — unscheduled maintenance required to resolve critical security or performance issues. Didit will give reasonable prior notice where possible.
• Factors beyond Didit's reasonable control — Client-side hardware or software issues, internet network outages, denial-of-service attacks exceeding standard mitigation thresholds, or failures of third-party services (cloud providers, telcos, sub-processors) unless gross negligence by Didit in their selection or management is demonstrated.
• Acts or omissions of the Client or its Authorized Users, including any breach of the Master Services Agreement or Business Terms.

5. Service credits

If Didit fails to meet the Monthly Uptime commitment in Section 2, the Client may request a credit (issued as non-refundable Didit platform Credits) calculated on the fees the Client actually consumed (Credits deducted) during the affected calendar month (the "Affected Month Spend" — determined solely by consumption, independent of when Credits were purchased or invoiced):

5.1 Claim process. The Client must submit a written claim to billing@didit.me within thirty (30) calendar days after the end of the affected month, including the date and time of the incident and a brief description.

5.2 Credit terms. Service credits are applied to the Client's balance for future consumption. They are non-refundable, non-transferable, have no cash value, are never payable as money, and lapse on termination of the agreement. Total service credits for any calendar month are capped at 50 % of the Affected Month Spend. Credits are only due while the Client's account is in good standing (no overdue invoices).

5.3 Sole and exclusive remedy. The service credit in this Section 5 is the Client's sole and exclusive monetary remedy for any failure by Didit to meet the Monthly Uptime commitment under this SLA. This Section does not limit the Client's termination right for chronic SLA failure under the applicable Master Services Agreement or Business Terms; the refund of unused purchased Credits associated with that termination right, together with the service credits in this Section 5, constitutes the Client's entire remedy for availability failures.

6. Support response targets

"Business Hours" means 09:00–21:00 CET/CEST, Monday–Friday, excluding Spanish public holidays. Didit responds to support requests within the following targets; these are response — not resolution — commitments (Didit works continuously on P1 incidents until resolved):

7. Incident response and communication

• Public status page. Every production incident is posted at status.didit.me in real time, with regular updates and a post-mortem for critical (P1) incidents within fifteen (15) business days of resolution.
• Personal data breach notification. Didit notifies affected Clients without undue delay and in any event within forty-eight (48) hours of confirming a Personal Data Breach affecting Client Data, as set out in the Data Processing Addendum, Section 9 — in time for the Client to meet its own 72-hour notification obligation under GDPR Article 33.
• Enterprise support. Enterprise Clients receive the support tier, response-time targets, escalation contacts, and dedicated communication channel (Slack or WhatsApp) set out in their Order Form.

8. Changes to this SLA

Didit may update this SLA from time to time on thirty (30) days' notice. The effective date at the top reflects the last refresh. For Enterprise Clients, the SLA committed in the Order Form remains in force for the duration of the Order Form term.

9. Contact

• Service credit claims: billing@didit.me
• Incident communications and support: support@didit.me
• Status page: status.didit.me
• Legal: legal@didit.me