Effective: August 21, 2019

For customers on Enterprise plans, TrustedLogin (“TrustedLogin”, “we”, “us”) provides a 99.99% Uptime commitment. If we fail to meet the 99.99% commitment and your account is impacted, we will apply a credit to your account. See Service Credits below.

To see TrustedLogin’s uptime statistics, please visit TrustedLogin Status.

SLA definitions

Downtime definition

Downtime means the total number of minutes TrustedLogin was unavailable during a calendar quarter (for example, January 1–March 31 and every three-month period thereafter).

We determine unavailability using server monitoring software to measure the server-side error rate, ping test results, web server tests, and website tests.

Downtime calculations do not include the following:

  • Outages caused by planned downtime (See Scheduled Downtime below)
  • Performance of individual features (editing user profiles, exporting reports, etc.)
  • External networking or equipment problems outside our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server

Uptime Calculation

Uptime is the percentage of total possible minutes TrustedLogin was available during a calendar quarter. Our commitment is to maintain at least 99.99% Uptime.

Here is the calculation we use to determine uptime:

[(total minutes in quarter - downtime minutes) / total minutes in quarter] > 99.99%

Scheduled Downtime

Sometimes we need to perform maintenance to keep TrustedLogin working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours advance notice. In a year, scheduled downtime won’t exceed 12 hours.

Service Credits

If we do not meet our Uptime commitment, we will apply a credit to your account. The credit will equal ten times the amount that your account paid during the period TrustedLogin was down. These credits (“Service Credits”) are only available to Enterprise customers.

Service Credits are not refunds, have no cash value, are capped at a maximum of 30 days of paid service, require you to have paid any outstanding invoices and expire upon termination of your customer contract. Service Credits are the sole and exclusive remedy for any failure by TrustedLogin to meet its obligations under this SLA.


We may change our Service Level Agreement. Return to this page to review the latest version of the Service Level Agreement.