SLA · v1.0
Service Level Agreement.
What Taktly commits to, by tier. Procurement teams can reference this page directly in their vendor evaluation. Enterprise customers can negotiate custom terms.
Uptime commitment
| Tier | Monthly uptime |
|---|---|
| Free / Practitioner | 99.5% |
| Pro | 99.8% |
| Team | 99.9% |
| Enterprise | 99.95% + custom |
Support response
| Tier | Response time |
|---|---|
| Free | Community, best effort |
| Practitioner | 24h business-day response |
| Pro | 12h business-day response |
| Team | 4h business-day response |
| Enterprise | 1h any-time response |
Incident communication
- Status page: Live service status published continuously.
- Critical incidents: Posted to the status page within 15 minutes of detection.
- Root cause analysis: Published within 5 business days for any outage longer than 30 minutes.
Data handling
- Persistence: Audit reports persist for the lifetime of your subscription.
- Export: Available at any time from your audit history (Export all).
- Deletion: On account closure, all customer data is deleted within 30 days. Deletion certificate available on request.
- Isolation:Each customer’s data is isolated per-tenant via Postgres row-level security. No cross-tenant access path exists.
Regulatory posture
- SOC 2 Type II: Audit underway. Target completion Q3 2026.
- GDPR-aware: Data processing terms available; DPO contact on request.
- BYOK:Enterprise tier can route AI calls through their own Azure OpenAI or Anthropic key — prompts never touch Taktly’s vendor account.
- Self-hosted: Available at Enterprise tier for specific compliance requirements.
- Custom DPA: Available at Enterprise tier.
Questions or custom-SLA conversation? hello@gettaktly.com