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)
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 — 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.