# Service Level Agreement (SLA) for CDQ CLoud Services

This service level agreement defines the minimum level of service of CDQ API and Apps used by our customers. In case your business needs require higher SLA's, feel free to get in touch with us.

## Availability & Performance

* Service Availability[1] > `99.5%`.
* Service Response Time (API)[2][3] < `10s`.
* Your data (`200k`) is fully processed (duplicates, data quality, etc.) every day (`12h`).


[1]: Availability metrics are published via our status page.
[2]: `95%` of requests in one day (`24h`).
[3]: Latencies from external services are excluded.

## Security

* Encryption: `HTTPS` encryption of transfered data
* DDOS Attack: Protection on network and transport layer


## Support

* Critical Ticket Response Time < `2h` (during regular CET business hours).
* Critical Incident Resolution Time < `48h` (during regular CET business hours).


Incidents can be raised via our [support channels](https://meta.cdq.com/Support) and you may subscribe to critical incident notifications on our [status page](https://status.corporate-data-league.ch/).

## Scheduled Maintenance

* Planned maintenance is announced 7 days in advance via our [status page](https://status.corporate-data-league.ch/).
* Critical maintenance work may also be announced and executed on short notice (i.e. critical security patches or system upgrades)
* Related activies are executed ouside extended business hours (Mo-Fr, `07:00-19:00`)


## Feature Constraints

* D&B data is only accessible with valid login credentials.
* D&B Update Monitoring is only available with a special registration.
* The Politically Exposed Person Lookup requires activation of quotas Politically Exposed Person Lookup (Restricted Data Sources).
* Sanction and Watchlist Lookup requires activation of quotas.
* Storages, Data Mirrors, uploaded files and data processing job results are subject to the CDQ Data Retention Policy.
* The service is dependent on data that you manage leveraging services from Data source `SGW`.
* Up to `40'000` or less requests can be made against the European Data source `VIES` for **VAT** lookups per day (including **VAT** validation and **VAT** registration data retrieval).


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