What we owe you
The Customer Promise
Eight commitments we put in writing — and what happens when we miss them. No asterisks, no procurement game-theory. If trust is the product, this is the spec.
Eight commitments
In plain English
99.95% monthly uptime
Measured on the API and dashboard. Below 99.95% and your monthly fee is credited automatically — no ticket required.
Sub-12-second guardrail response
When an anomaly triggers a throttle or pause, the action lands within twelve seconds — measured P95 across the prior 30 days.
Your data leaves whenever you ask
Full export in CSV, Parquet and DATEV — within four hours of request. No retention beyond your contract.
No surprise pricing
We commit to your unit price for 24 months. Volume tiers move in your favour automatically — never the other way.
AI you can audit
Every model decision that moves money is logged with inputs, version and confidence. Available via API in real time.
Funds are ring-fenced
In Active mode, customer cash sits in segregated accounts at regulated EMIs. Never commingled with operating cash. Reconciled daily, attested quarterly.
Incidents communicated in plain English
SEV-1 incident: customer comms within 15 minutes, public post-mortem within 5 business days. No PR language.
Exit on your terms
Cancel any time after the first year with 60 days notice. We export, hand over, and delete — within 30 days of last invoice.
Standing by it
Every promise above is enforceable in the MSA — not aspirational marketing.
Procurement teams can map each commitment to a clause in our Master Services Agreement. We do not negotiate them away.