Our Commitments to You

Monthly uptime target for all core services including the dashboard, deal rooms, and payment processing.

• Measured monthly on a rolling 30-day basis
• Excludes scheduled maintenance (announced 48h in advance)
• Downtime tracked at /status in real time
• Credits issued for uptime below 99.9% (Enterprise tier)

Maximum first-response time for all support tickets during business hours.

• Business tier: 24-hour response, 72-hour resolution target
• Enterprise tier: 4-hour response, 24-hour resolution target
• Critical issues (payment, security): 1-hour response for all tiers
• Live chat available during business hours (Mon-Fri 8am-8pm WAT)

Maximum time to release escrow funds after milestone confirmation by both parties.

• Standard release: within 48 business hours of confirmation
• Dispute hold: funds held until resolution (< 7 business days)
• Refund processing: within 5 business days of approval
• Multi-currency conversion: at prevailing rate at time of release

Maximum time to complete standard business verification after document submission.

• Basic verification: within 24 hours
• Enhanced verification: within 48 hours
• Premium verification: within 48 hours with dedicated reviewer
• Resubmission: within 24 hours of resubmission

Maximum time to acknowledge and communicate platform incidents affecting users.

• Status page updated within 15 minutes of incident detection
• Email notification to affected users within 30 minutes
• Post-incident report published within 48 hours of resolution
• Root cause analysis shared with Enterprise clients

Maximum time to respond to data subject requests (GDPR Article 15-22).

• Data access requests: response within 72 hours
• Data deletion requests: completed within 30 days
• Data portability: export delivered within 72 hours
• Breach notification: within 72 hours per GDPR Article 33