Service Availability

Creditsafe’s Connect API has a target Availability of 99.5% (excluding periods of maintenance). The Service will be 

provided 24 hours per day, 7 days per week.

Creditsafe Connect is considered Available when Creditsafe’s 3rd party monitoring solution verifies that a customer 

can authenticate, search for and retrieve a report from 90% or more of the Home Countries that Creditsafe offers. 

This monitoring is conducted by a 3rd party monitoring system from a location off Creditsafe’s network and at 

internet sites around the world. The monitoring transactions are configured to test the service 24 hours a day, 7 days 

per week.

Creditsafe operates a continuous integration and delivery pipeline methodology and releases to enhance this service 

are performed regularly. During releases the response times provided by the API may degrade for a short time.

An on-call team monitor this service and respond to alerts outside US business hours for the platform where the 

Creditsafe Connect Service resides. Software monitors these systems 24/7 and will alert these teams when an error 

is detected. On-call teams will respond within 60 minutes. Any Data supplied by or in the control of third-party 

providers shall not be subject to the Availability detailed above.

Scheduled Maintenance 

2026 Maintenance Schedule 

It is possible that additional maintenance windows may be needed or that the length of the above windows may 

need to be extended. Should that be necessary Creditsafe will provide notice at least 1 calendar month in advance.

Creditsafe reserves the right to reschedule or cancel Planned Maintenance windows and in extreme cases carry out 

Emergency Maintenance. Emergency Maintenance may need to be carried out from time to time to ensure the 

ongoing stability of the service and this will be communicated as soon as is reasonably possible. Where possible,

notice will be given one week in advance. In extreme circumstances Creditsafe reserves the right to take a system 

offline if it is deemed necessary.

Notification of planned maintenance will be provided on Creditsafe's Status Page 

Incident Management

These SLAs are applicable and supported during US working hours only (8:30am – 5:00pm Monday to Friday, 

excluding Bank Holidays). All customer updates during an incident will be provided by the relevant country’s 

Customer Services Team.

Periodic Review

A monthly report will be provided to each Creditsafe Customer Service Team by Creditsafe Technology detailing the 

performance of Creditsafe Connect. Where the SLA has not been achieved, the cause of this will be described in the 

report along with any actions identified to prevent a recurrence. This report can be used by each specific Customer 

Services Team to generate reports for specific customers.

Product Changes

Creditsafe will provide at least 30 days’ notice of breaking changes