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Service Level Agreement (SLA)

Overview

This Service Level Agreement (SLA) outlines the service commitments applicable to the LoginRadius Customer Identity and Access Management (CIAM) platform. It highlights our approach to system uptime, API performance, and technical support responsiveness, ensuring enterprise-grade reliability, scalability, and trust.

Applicable Use Cases

The SLA is particularly relevant for organizations that rely on LoginRadius for:

  • High-traffic platforms require consistently available login and registration flows.

  • Security-sensitive applications handling authentication and user data.

  • Enterprise environments with guaranteed response times and escalation protocols.

  • Global SaaS providers need an always-on, distributed infrastructure.

Key Features

Uptime SLA

LoginRadius guarantees industry-leading uptime for its CIAM platform and APIs, backed by global infrastructure across AWS and Azure.

  • Availability Commitment: Our systems are monitored 24/7 to ensure availability, responsiveness, and proactive incident detection.

  • Risk Mitigation: The Uptime SLA protects customers against platform downtime that could disrupt authentication, registration, and access control, ensuring their users can always log in and transact.

  • Exclusions: Outages caused by external third-party services (e.g., social login providers) or scheduled maintenance windows are not counted against uptime commitments.

  • Why This Matters: Customers choose this SLA to reduce operational risk, maintain trust in digital experiences, and secure predictable performance during peak traffic events (e.g., product launches, holiday sales).

Outages caused by external third-party services (e.g., social login providers) or scheduled maintenance are excluded.

Example details on uptime definitions and guarantees are available on our legal SLA page.

Core API Performance SLA

The SLA covers critical Core API services, including:

The SLA specifically covers critical Core API categories that are essential for identity workflows:

  • Authentication APIs (e.g., login, token validation, token exchange).

  • User Registration APIs (account creation, profile updates).

  • Recovery APIs (password reset, account recovery).

  • Session & Token Management APIs (refresh, revoke, exchange).

These Core APIs are prioritized under SLA because they directly impact the end-user experience and account access.

APIs outside this scope (e.g., administrative, reporting, or third-party integrations) are not included in the Core SLA, though they still benefit from the same underlying infrastructure.

For more details, please refer to our sample SLA.

Technical Support SLA

LoginRadius provides tiered technical support to resolve customer issues promptly and align with business impact. Our Support team is staffed 24/7, 365 days a year, and offers dedicated in-house team members to address any problem.

  • Support Channels:

    • LoginRadius Support Portal (Dashboard ticketing system), Email, and Live Chat.

    • Emergency escalation pathways for business-critical incidents.

  • Response & Resolution Commitments:

Escalation Protocols:

  • Dedicated Customer Success Manager for prioritization.

  • Regular status updates until resolution.

  • Why This Matters: Customers can rely on structured, time-bound support that aligns with their business priorities, reducing downtime risk and ensuring operational stability.

Tracking & Monitoring

LoginRadius provides full visibility into SLA adherence, so customers can independently verify platform reliability.

  • API Monitoring Dashboards – Real-time performance and uptime data available in the LoginRadius Status & Monitoring Console.

  • Ticketing System Updates – Transparent progress tracking for reported issues, including escalation notes.

  • Monthly Service Reports – Optional reports summarizing uptime, incident history, and SLA compliance.

Why This Matters: Customers gain verifiable insights into LoginRadius's performance against SLA commitments, helping them meet internal compliance and reporting requirements.

Compliance & Credits

  • LoginRadius provides service credits if service levels are unmet, as outlined in your agreement. These credits act as a financial safeguard to ensure accountability.

  • Please refer to the official SLA page for details on service credit eligibility and process.

Why This Matters: Customers can be assured that LoginRadius stands behind its commitments with enforceable remedies, not just promises.

SLA Summary

LoginRadius SLAs are designed to provide trust, predictability, and accountability for enterprise-grade identity operations. By combining high availability guarantees with clear response commitments and financial assurances, we ensure our customers can deliver seamless digital experiences at scale.

Our SLA framework provides:

  • Guaranteed Availability – 99.99% uptime commitment for core authentication APIs ensures users can always sign in and transact.

  • Predictable Support – Priority-based response and resolution times mean business-critical issues are addressed with urgency.

  • Financial Accountability – Service credits offer tangible assurance if commitments are not met.

  • Operational Transparency – Customers can track adherence through dashboards, reports, and incident updates.

  • Enterprise Confidence – A formal SLA that aligns with compliance needs and internal governance requirements.

In essence, the LoginRadius SLA is not just a technical guarantee but a business safeguard helping organizations reduce risk, maintain customer trust, and confidently scale their identity platform.