SLA Report

SLA Report

Project: {{PROJECT_NAME}}Drop Version: {{VERSION}}0.1.0 Date: {{DATE}}2026-02-23 Author: {{AUTHOR}}Platform Architect (AI) Status: Draft | In Review | Approved Reviewers: {{REVIEWERS}}Alem Bašić (CEO)

Document History

Version	Date	Author	Changes
0.1	{{DATE}}2026-02-23	{{AUTHOR}}Platform Architect (AI)	Initial draftSLA targets and example monthly report (pre-launch)

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1. Overview

This document defines Drop's Service Level Agreements (SLAs), Service Level Objectives (SLOs), and Service Level Indicators (SLIs). It also includes an example monthly SLA report based on simulated post-launch data. Use as a template for monthly operational reporting.

Reporting PeriodPeriod: February 2026 (example — pre-launch) Environment: Production (AWS App Runner eu-west-1 + RDS PostgreSQL) Report Author: Alem Bašić Distribution: Internal (Alem Bašić, Platform Architect)

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2. SLA Definitions

2.1 Service Level Targets

{{YEAR}} UTC UTC

FieldMetric	ValueSLO Target	SLA Commitment	Measurement Window
PeriodAvailability	{{MONTH}}99.95%	99.9%	Monthly rolling
FromAPI Response Time (p50)	{{START_DATE}}< 00:00:00200ms	< 500ms	Monthly rolling
ToAPI Response Time (p99)	{{END_DATE}}< 23:59:591,000ms	< 2,000ms	Monthly rolling
ReportError GeneratedRate	{{REPORT_DATE}}< 0.1%	< 1%	Monthly rolling
GeneratedBankID ByLogin Success Rate	{{AUTHOR}}> 99.5%	> 99%	Monthly rolling
KYC Initiation Success Rate	> 99%	> 98%	Monthly rolling
Payment Initiation Success Rate	> 99%	> 98%	Monthly rolling
Health Check Recovery Time (RTO)	< 10 min	< 30 min	Per incident

2.2 Availability Budget

SLA Target	Monthly Allowed Downtime	Weekly Allowed Downtime
99.9%	43.8 minutes/month	10.1 minutes/week
99.95%	21.9 minutes/month	5.0 minutes/week
99.99%	4.4 minutes/month	1.0 minutes/week

Current infrastructure capability: 99.9% (SLA commitment). 99.95% is the SLO target once PgBouncer and multi-AZ standby are in place.

2.3 Exclusions

The following are excluded from SLA calculations:

• Scheduled maintenance windows (posted to BetterStack status page > 24h in advance)
• BankID OIDC provider outages (upstream at Vipps MobilePay)
• Open Banking provider outages (upstream — provider TBD)
• Force majeure events (AWS region outage, etc.)
• Sumsub KYC service outages (upstream)

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2.3. Service Level Indicators (SLIs)

3.1 Availability

Definition: Percentage of minutes in the reporting period where GET /api/health returns HTTP 200 with {"status":"ok"}.

Measurement: BetterStack Drop Health Check monitor (1-minute check interval, 3 global locations).

Formula: (total_minutes - downtime_minutes) / total_minutes × 100

3.2 Response Time

Definition: p50 and p99 response time for all API requests.

Measurement: CloudWatch App Runner request metrics (future: add APM tool).

Alert threshold: p99 > 1,000ms triggers Slack #drop-ops alert.

3.3 Error Rate

Definition: Percentage of HTTP requests returning 5xx status codes.

Measurement: Slack alert fires when > 5 errors occur in 60 seconds (from src/lib/alerts.ts).

Formula: 5xx_requests / total_requests × 100

3.4 BankID Login Success Rate

Definition: Percentage of BankID login initiations that result in a successful session creation.

Measurement: Application audit log (audit_log table: session_created / bankid_initiate).

3.5 Transaction Success Rate

Definition: Percentage of initiated transactions (remittance + QR) that reach completed status.

Measurement: Database query: COUNT(*) WHERE status='completed' / COUNT(*) WHERE status IN ('completed','failed').

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4. Monthly SLA SummaryReport Table— February 2026 (Example)

NOTE: This is a simulated example report for template purposes. Actual metrics will be populated from BetterStack, CloudWatch, and database queries after public launch.

4.1 Availability

Metric	SLA Target	Actual	Status
Uptime	99.9%	99.94%	PASS
Total downtime	< 43.8 min	28 min (1 incident)	PASS
Incidents	N/A	1 (INC-2026-001)	—
Maintenance windows	N/A	0	—

Uptime chart (example):

Week 1 (Feb 03–09):  ████████████████████ 100.00%
Week 2 (Feb 10–16):  ████████████████████ 100.00%
Week 3 (Feb 17–23):  ███████████████████▌  99.72% (INC-2026-001: 28 min)
Week 4 (Feb 24–28):  ████████████████████ 100.00%
─────────────────────────────────────────────────
Monthly:              ████████████████████  99.94%

4.2 Performance

Metric	Target	Actual	Status
p50 response time	< 200ms	~85ms	PASS
p99 response time	< 1,000ms	~420ms	PASS
p99 during incident	N/A	Timeout (excluded)	N/A

Slow endpoints (example):

Endpoint	p99 Latency	Notes
POST /api/transactions	~380ms	Sumsub KYC check adds latency
GET /api/bank-accounts/balance	~350ms	Open Banking API round trip
POST /api/auth/bankid/callback	~180ms	DB session write
GET /api/health	~45ms	DB ping

4.3 Error Rate

Metric	Target	Actual	Status
Overall error rate	< 1%	0.06%	PASS
Error rate (excl. incident)	< 0.1%	0.03%	PASS
5xx errors	< 1%	0.06%	PASS
4xx errors	N/A	2.1%	INFO (mostly 401 auth failures)

Top 5xx errors (example):

Error	Count	Root Cause
503 during INC-2026-001	~240	DB connection pool exhaustion
500 Sumsub timeout	3	Sumsub API latency spike
503 cold start	1	App Runner scale-to-zero (if applicable)

4.4 BankID Authentication

Metric	Target	Actual	Status
Login success rate	> 99%	99.7%	PASS
Login failures	—	0.3%	INFO
CSRF rejections	—	0	—
Age verification failures	—	2	INFO

Note: Login failures during INC-2026-001 excluded from calculation (upstream service impacted by pool exhaustion).

4.5 KYC (Sumsub)

Metric	Target	Actual	Status
KYC initiation success rate	> 98%	99.2%	PASS
GREEN (approved) rate	N/A	91%	INFO
RED (rejected) rate	N/A	6%	INFO
RETRY rate	N/A	3%	INFO
Average review time	N/A	~2h	INFO

4.6 Transactions

Metric	Target	Actual	Status
Transaction success rate	> 98%	TBD — Open Banking provider not yet live	TBD
Remittance completion	> 98%	TBD	TBD
QR payment completion	> 98%	TBD	TBD

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5. Incident Summary

Incident ID	Severity	Start	Duration	Impact	Root Cause	Status
INC-2026-001	P1	2026-02-20 10:30 UTC	28 min	100% users	RDS connection pool exhaustion	Closed

SLA credit impact: 28 minutes downtime. Monthly uptime = 99.94%. SLA (99.9%) met. No SLA credit applicable.

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6. Infrastructure Health

6.1 App Runner

Metric	Value	Notes
Service status	RUNNING	—
Deployments this month	3	Bug fix, security patch, config update
Deployment failures	0	—
Average deployment time	~4 min	—

6.2 RDS PostgreSQL

Metric	Value	Threshold	Status
DB instance status	available	—	PASS
Free storage space	~18 GB	Alert if < 2 GB	PASS
Backup retention	7 days	7 days minimum	PASS
Last automated snapshot	< 24h ago	< 24h	PASS
PITR enabled	Yes	Required	PASS
Max connections (month)	~45 (peak)	Alert at 70	PASS (alarm not yet configured)

6.3 BetterStack Monitors

Monitor	Checks	Passed	Failed	Uptime
Drop Health Check	~40,320	~40,292	~28 (during incident)	99.93%
Drop Landing Page	~40,320	~40,320	0	100.00%
US East Health	~40,320	~40,292	~28 (during incident)	99.93%

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7. Security & Compliance

All Rotation Rotation No None

Check	Status	Notes
AvailabilityNo (uptime)PII data exposure incidents	≥ {{AVAIL_SLA}}%PASS	{{AVAIL_ACTUAL}}%	✅ Pass / ❌ Breach	—
P95Audit Responselog Timecontinuity	≤ {{P95_SLA}}msPASS	{{P95_ACTUAL}}ms	✅events Pass / ❌ Breach	logged
P99Secret Responserotation Time(JWT_SECRET)	≤Not {{P99_SLA}}msyet due	{{P99_ACTUAL}}ms	✅scheduled PassQ2 / ❌ Breach	2026
ErrorSecret Raterotation (DB password)	≤Not {{ERR_SLA}}%yet due	{{ERR_ACTUAL}}%	✅scheduled PassQ2 / ❌ Breach	2026
MTTRAML (P1alerts incidents)reviewed	≤ {{MTTR_SLA}}N/A	{{MTTR_ACTUAL}}	✅open Pass / ❌ Breach	cases
MTTDPending (alertKYC detection)> 24h	≤ {{MTTD_SLA}}0	{{MTTD_ACTUAL}}	✅ Pass / ❌ Breach	—
ScheduledGDPR maintenancerequests	≤ {{MAINT_SLA}}h/mo0	{{MAINT_ACTUAL}}h	✅ Pass / ❌ Breach	received

Overall

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8. SLA compliance this period: {{OVERALL_STATUS}}

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3. Availability ReportTrending

3.1 Uptime Percentage

Service	Total Minutes	Downtime MinutesMonth	Uptime Minutes	Uptimep99 %Latency	Error Rate	Incidents
{{SERVICE_1}}Feb 2026	{{TOTAL_MIN}}99.94%	{{DOWN_MIN}}~420ms	{{UP_MIN}}0.06%	{{UP_PCT}}%1 (P1)
{{SERVICE_2}}Mar 2026	{{TOTAL_MIN}}TBD	{{DOWN_MIN}}TBD	{{UP_MIN}}TBD	{{UP_PCT}}%—
AggregateApr 2026	TBD	TBD	TBD	{{AGG_UPTIME}}%

Note: Only unplanned downtime counts against SLA uptime calculations. See Section 3.3 for maintenance exclusions.

3.2 Downtime Incidents

Incident ID	Start	End	Duration	Service	Cause	SLA Counted
INC-{{ID}}	{{START}}	{{END}}	{{DURATION}}min	{{SERVICE}}	{{CAUSE}}	Yes / Excluded

Total unplanned downtime: {{TOTAL_DOWNTIME}} minutes Downtime excluded (scheduled maintenance): {{EXCL_DOWNTIME}} minutes

3.3 Maintenance Windows

Date	Duration	Service Affected	Pre-announced	Purpose
{{DATE}}	{{DURATION}}min	{{SERVICE}}	Yes ({{DAYS}} days advance notice)	{{PURPOSE}}—

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4.9. PerformanceAction Items from This Report

4.1 Response Time

Service / Endpoint	P50	P90	P95	P99	Max	SLA (P95)	Status
Overall	{{P50}}ms	{{P90}}ms	{{P95}}ms	{{P99}}ms	{{MAX}}ms	{{SLA}}ms	✅ / ❌
GET /	{{P50}}ms	{{P90}}ms	{{P95}}ms	{{P99}}ms	{{MAX}}ms	{{SLA}}ms	✅ / ❌
POST /api/{{RESOURCE}}	{{P50}}ms	{{P90}}ms	{{P95}}ms	{{P99}}ms	{{MAX}}ms	{{SLA}}ms	✅ / ❌

4.2 Throughput

Service	Avg Requests/sec	Peak Requests/sec	Peak Time
{{SERVICE_1}}	{{AVG_RPS}}	{{PEAK_RPS}}	{{PEAK_TIME}}

Total requests served this period: {{TOTAL_REQUESTS}}

4.3 Error Rate

Service	Total Requests	4xx Errors	5xx Errors	Error Rate	SLA	Status
{{SERVICE_1}}	{{TOTAL}}	{{4XX}}	{{5XX}}	{{ERR_RATE}}%	≤ {{ERR_SLA}}%	✅ / ❌

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5. Incident Summary

5.1 Incidents by Severity

Severity	Count	Total Duration	Avg MTTR
P1 (Critical)	{{P1_COUNT}}	{{P1_DURATION}}	{{P1_MTTR}}
P2 (High)	{{P2_COUNT}}	{{P2_DURATION}}	{{P2_MTTR}}
P3 (Medium)	{{P3_COUNT}}	{{P3_DURATION}}	{{P3_MTTR}}
P4 (Low)	{{P4_COUNT}}	{{P4_DURATION}}	{{P4_MTTR}}
Total	{{TOTAL_COUNT}}	{{TOTAL_DURATION}}	{{AVG_MTTR}}

5.2 MTTR (Mean Time to Resolve)

Severity	SLA Target	This Period	Last Period	Trend
P1	≤ {{P1_MTTR_SLA}}	{{P1_MTTR_ACT}}	{{P1_MTTR_PREV}}	↑ / ↓ / →
P2	≤ {{P2_MTTR_SLA}}	{{P2_MTTR_ACT}}	{{P2_MTTR_PREV}}	↑ / ↓ / →

5.3 MTTD (Mean Time to Detect)

Period	MTTD	vs SLA	Trend
This period	{{MTTD_ACT}}	{{MTTD_STATUS}}	↑ / ↓ / →
Last period	{{MTTD_PREV}}

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6. SLA Breach Analysis

{{#if SLA_BREACH}}

Breach Details

Within1

Breach #	MetricAction	SLAOwner	Actual	Duration	Customers AffectedDue
1	{{METRIC}}Configure CloudWatch alarm on DatabaseConnections > 70	{{SLA_TARGET}}Alem	{{ACTUAL}}	{{BREACH_DURATION}}	{{CUSTOMERS}}

Root Cause

{{BREACH_ROOT_CAUSE}}

Remediation

{{BREACH_REMEDIATION}}

Contractual Obligations

Customer	Contract Reference	Credit Due	Notification Required	Notification Sent
{{CUSTOMER}}	{{CONTRACT_REF}}	${{CREDIT}}	Yes	{{DATE}}

{{else}}

No SLA breaches this period. All commitments met.

{{/if}}

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7. Trend Analysis

Availability Trend (Last 6 Months)

Within2

Month	Uptime %	vs Target	Incidents
{{MONTH_6}}	{{PCT}}%	{{STATUS}}	{{COUNT}}week
{{MONTH_5}}2	{{PCT}}%Implement PgBouncer / RDS Proxy before public launch	{{STATUS}}Platform	{{COUNT}}Before v1.0
{{MONTH_4}}3	{{PCT}}%Add p99 latency CloudWatch alarm (> 1,000ms → Slack alert)	{{STATUS}}Platform	{{COUNT}}Before v1.0
{{MONTH_3}}4	{{PCT}}%Review 4xx error volume — categorize auth failures vs user errors	{{STATUS}}Alem	{{COUNT}}
{{MONTH_2}}	{{PCT}}%	{{STATUS}}	{{COUNT}}
{{MONTH_1}} (This period)	{{PCT}}%	{{STATUS}}	{{COUNT}}

P95 Latency Trend (Last 6 Months)

Month	P95 (ms)	vs SLA
{{MONTH_6}}	{{P95}}ms	✅ / ❌
{{MONTH_5}}	{{P95}}ms	✅ / ❌
{{MONTH_4}}	{{P95}}ms	✅ / ❌
{{MONTH_3}}	{{P95}}ms	✅ / ❌
{{MONTH_2}}	{{P95}}ms	✅ / ❌
{{MONTH_1}} (This period)	{{P95}}ms	✅ / ❌

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8. Improvement Initiatives

Initiative	Source	Owner	Target Date	Status	Expected Impact
{{INITIATIVE_1}}	Post-mortem INC-{{ID}}	{{OWNER}}	{{DATE}}	{{STATUS}}	+{{IMPACT}}% availability
{{INITIATIVE_2}}	Proactive	{{OWNER}}	{{DATE}}	{{STATUS}}	P99 < {{P99}} ms
{{INITIATIVE_3}}	Customer feedback	{{OWNER}}	{{DATE}}	{{STATUS}}	Reduce MTTR by 30%

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9. Customer Communication Summary

Date	Type	Recipients	Subject	Sent By
{{DATE}}	Incident notification	All customers	{{SUBJECT}}	{{SENDER}}
{{DATE}}	SLA credit notice	Affected customers	{{SUBJECT}}	{{SENDER}}
{{DATE}}	Monthly SLA report	Enterprise customers	{{SUBJECT}}	{{SENDER}}weeks

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10. NextSLA PeriodReport TargetsDistribution & Cadence

ThisThisAggregateduptime

MetricAudience	This PeriodFrequency	Next Period Target	RationaleFormat
AvailabilityAlem Bašić (CEO)	{{AVAIL_ACT}}%Monthly	{{AVAIL_NEXT}}%	{{RATIONALE}}document
P95Platform latencyArchitect	{{P95_ACT}}msMonthly	{{P95_NEXT}}ms	{{RATIONALE}}document
ErrorFinanstilsynet rate(if required)	{{ERR_ACT}}%Annually	{{ERR_NEXT}}%	{{RATIONALE}}
MTTR (P1)	{{MTTR_ACT}}	{{MTTR_NEXT}}	{{RATIONALE}}report

Report generation date: Last business day of each month. Data sources: BetterStack dashboard + CloudWatch + audit_log queries.

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Related Documents

• Monitoring & Observability
• Incident Report INC-2026-001
• Post-Mortem INC-2026-001
• Operational Runbook
• Disaster Recovery Plan

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Approval

Role	Name	Date	Signature
Author	Platform Architect (AI)	2026-02-23
Reviewer
Approver	Alem Bašić