# Availability

## Service Level Agreement

| Metric                           | Target                                                       | Window             |
| -------------------------------- | ------------------------------------------------------------ | ------------------ |
| **Notification Delivery**        | ≥ 99.9% of First-Responder Alerts delivered within 5 minutes | Per calendar month |
| **Web Application Availability** | ≥ 99.9% uptime                                               | Per calendar month |

Under the Enterprise SLA, uptime commitments can be extended up to **99.99%**.

### Exclusions

* Unavailability due to internet faults or circumstances beyond ilert's control (Force Majeure)
* Unavailability due to customer-side prerequisites (hardware, ISP, email domain servers, push notification providers)

## Disaster Recovery

| Parameter            | Value                                                                                                                                                                |
| -------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Architecture**     | Active/active across Frankfurt and Stockholm; Dublin as disaster recovery ([details](https://docs.ilert.com/trust-center/infrastructure/data-hosting-and-residency)) |
| **RTO**              | ≤ 60 minutes                                                                                                                                                         |
| **RPO**              | ≤ 15 minutes                                                                                                                                                         |
| **Failover testing** | Quarterly under production-like conditions                                                                                                                           |
| **Data replication** | Automatic multi-region                                                                                                                                               |

## Telecom Provider Redundancy

ilert uses multiple independent telecom providers for SMS and voice notifications. If one provider experiences an outage, notifications route through alternatives automatically.

| Provider    | Location            |
| ----------- | ------------------- |
| Twilio      | Optional EU routing |
| Vonage      | Netherlands         |
| MessageBird | Netherlands         |

## Status Monitoring

[**status.ilert.com**](https://status.ilert.com) — current system status and incident history.

## Support

Support is included in all pricing plans.

| Severity     | Description                                           |
| ------------ | ----------------------------------------------------- |
| **Critical** | Total failure of the SaaS Services                    |
| **High**     | Main features not available; use considerably limited |
| **Low**      | Minor faults affecting non-essential features         |

Initial response within 24 hours during business hours. Enterprise plans include 24/7 emergency phone support.