Platform availability commitments
SLA targets, current service status, incident history, and maintenance windows — everything you need to plan around the IdentityFirst platform.
Current Status
Current service status
Platform API • Connector framework • Fabric orchestration •
Audit substrate • Tenant management • Evidence engine
This indicator reflects the platform status at the time this page was published (28 March 2026).
For live status, visit the status page.
SLA Targets
SLA targets by deployment mode
Uptime is measured as the percentage of minutes in a calendar month during which the platform API is reachable and returning valid responses. Planned maintenance windows are excluded.
| Deployment mode | Uptime SLA | Critical support response | Standard support response | Notes |
|---|---|---|---|---|
| SaaS (IdentityFirst hosted) | 99.9% monthly | 4 business hours | 1 business day | Hosted on AWS with autoscaling (2–10 replicas). Multi-AZ by default. |
| Connected On-Premises | 99.5% (customer-managed infrastructure) | 8 business hours | 2 business days | IdentityFirst provides platform software and support; uptime depends on customer infrastructure. IdentityFirst is not responsible for customer infrastructure outages. |
| Air-Gapped | Customer-managed | Next business day | 3 business days | No outbound connectivity. Uptime is entirely customer-managed. Support is delivered via secure file transfer or on-site visit where required. |
SLA definitions
- Critical incident: Platform API completely unreachable, or a security-impacting issue affecting all tenants (e.g. authentication failure, data access error).
- High incident: Significant degradation of a core capability affecting one or more tenants but platform remains partially operational.
- Standard (non-critical): Degraded performance, non-critical feature unavailability, or cosmetic issues.
- SLA credits are available for SaaS customers in the event of a breach of the uptime commitment. Refer to your contract for the credit schedule.
Incident History
Incident history
Platform incidents affecting production tenants are disclosed here within 24 hours of resolution. Incidents are logged with timeline, root cause, and remediation steps.
No incidents in the last 30 days
All platform services have been fully operational. The last maintenance window was completed without incident.
Period: 27 February 2026 – 28 March 2026 • Historical incidents will be recorded here as they occur.
Maintenance
Maintenance window policy
Scheduled maintenance
- Scheduled maintenance windows are: Sundays 02:00–04:00 UK time (off-peak for all supported regions).
- Planned maintenance is announced via the status page and by email to tenant administrators at least 48 hours in advance.
- Maintenance windows are excluded from SLA uptime calculations.
- Most platform updates are deployed with zero downtime using blue-green deployment. Maintenance windows are used only for database schema migrations and infrastructure changes.
Emergency maintenance
- Emergency maintenance (e.g., critical security patches) may be applied outside the scheduled window without advance notice.
- Notification is sent as soon as practicable — before, during, or immediately after the emergency window.
- Emergency maintenance is recorded on the status page within 1 hour of completion with a brief explanation.
- Emergency maintenance driven by a security incident is subject to responsible disclosure constraints; full root cause may be delayed until a patch is widely deployed.
Notification channels
- Status page: identityfirst.net/status — always the primary source of truth.
- Email: tenant administrator accounts receive maintenance announcements and incident updates automatically.
- To add or update notification contacts, email support@identityfirst.net.
Support
Support contacts
General support, access issues, connector problems, feature questions.
For security-impacting incidents or complete platform unavailability. SLA: 4h response for SaaS customers.
Real-time service status, incident updates, and maintenance announcements.