Downtime - For Lean platform downtime is the event which Lean could have controlled and avoided by using better procedures, technologies or processes. With this spirit, we promise 99.0% uptime for our platform and API connectivity, which we control and manage.
There are multiple other elements in our ecosystem which we rely upon, for example, cloud infrastructure, public internet and banking infrastructure. In the UAE, we have indirect integrations with Banks and we know through our experience of operating in this region, that the financial infrastructure is not stable and regulated for API connectivity.
Banks do not have any SLAs with their end users around their online services. They can go down at will, run maintenance without notification or change their workflows, API etc. With these in mind, we consider these disruptions as elements that we can’t control, hence they are in our exclusion list (among other more generic ones).
Availability - We are proud to offer an industry-leading 99% availability.
Response/Fix time - We have benchmarked our incident response and resolution times with other global Open Banking players and we offer shorter timelines. We always aim to acknowledge and respond to incidents immediately and the times outlined as part of the SLA are what we are guaranteeing to all clients.