Customer commitments

Uptime SLA, RPO / RTO, breach notification, and support response targets — by service tier. These values are the SSOT for any contractual reference; copy in proposals or DPAs is rendered from this same data file.

SLA by service tier

Tier	Uptime	RPO	RTO	Examples
Data Plane data-plane	99.95%	5m	60m	rail-api (89 rails, 150 routes) ledger-service (real-time double-entry) obp-gateway (PSD2 / PSD3 connector)
Edge / MCP edge	99.99%	0m	5m	edge-router (tenant resolution) edge-auth (Cerbos embedded PDP) mcp-gateway (Model Context Protocol surface)
Control Plane control-plane	99.9%	15m	240m	Customer dashboard, admin portal Billing dashboard (Stripe-backed) Compliance explorer (read-only)
Background / Analytics background	99.5%	60m	720m	analytics-api (OLAP) document-renderer (evidence-pack PDFs) Reporting jobs

Notification commitments

Material customer-impacting incident

60m

Initial customer notice on the status page + email

GDPR Art. 33 breach notification

72h

Supervisory authority + customer (where required)

PSD2 / PSD3 major-incident notification

EBA / national-competent-authority initial notice

EU AI Act Art. 73 serious-incident

15d

2d for widespread infringement

Support response

Tier	Response SLA	Severities	Cost
Standard	Next business day	SEV3 only	Included
Business	4 business hours	SEV1 / SEV2 / SEV3	Included with Pro and above
Enterprise 24x7	1 hour for SEV1 (24x7), 4 hours SEV2 (24x7)	SEV1 / SEV2 / SEV3 with named TAM	Included with Enterprise