Enterprise Support and SLA for Truvali
Enterprise Support and SLA refers to the structured technical assistance and guaranteed service levels provided to organizations deploying the Truvali platform. These commitments ensure that banks, fintechs, and regulated gaming operators maintain continuous, uninterrupted compliance and fraud detection operations.
Enterprise-Grade Support for Mission-Critical Compliance
Financial crime compliance and fraud detection are continuous operations that cannot afford downtime. To support these critical functions, Bitrelic offers dedicated support tiers and strict Service Level Agreements (SLA) for the Truvali platform. Whether deployed in the cloud or on-premise, our support structure is designed to match the operational demands of highly regulated institutions.
Our support services are delivered by specialized technical engineers who understand both the underlying architecture of Truvali and the operational pressures of compliance teams. With engineering offices in Manisa (Türkiye) and Podgorica (Montenegro), Bitrelic provides reliable coverage and technical expertise across jurisdictions.
Guaranteed Response Times and SLA Commitments
Truvali is built for high-throughput environments, scoring events in under 200 ms per event. To maintain this level of performance, our SLAs define clear response and resolution times based on issue severity:
- Severity 1 (Critical): Production outages or critical system failures affecting transaction processing receive immediate, round-the-clock attention with guaranteed response times.
- Severity 2 (High): Significant functional degradation or issues affecting compliance workflows are addressed with expedited priority.
- Severity 3 (Normal): General technical inquiries, configuration assistance, and non-blocking issues are handled during standard business hours.
Flexible Deployment and On-Premise Support
For institutions with strict data residency requirements or complex internal architectures, Truvali can run on-premise inside the customer's own infrastructure. Our technical support team is fully equipped to assist with on-premise deployments, providing:
- Assistance with initial installation, database configuration, and local environment optimization.
- Support for secure updates and patches without compromising internal network security.
- Troubleshooting for local hardware integration and internal data pipelines.
Regulatory Alignment and Operational Continuity
Regulators such as MASAK, FATF, and authorities enforcing the EU AML package expect regulated entities to have robust, uninterrupted transaction monitoring systems. A system failure can lead to unmonitored transactions, resulting in regulatory non-compliance and potential fines.
By securing a dedicated SLA with Bitrelic, compliance officers can demonstrate to auditors and regulators that their transaction monitoring infrastructure is backed by professional, contractually guaranteed technical support. This minimizes the risk of compliance gaps and ensures that suspicious activity reports (SAR) are processed and filed without delay.
Common questions
- What deployment models are covered by the Truvali SLA?
- The Truvali SLA covers both cloud-based deployments and on-premise installations running inside the customer's own infrastructure. For on-premise deployments, our support team assists with platform-level issues, updates, and optimization within your environment.
- How does Bitrelic handle critical system issues for Truvali?
- Critical issues that impact transaction scoring or core compliance workflows are classified as Severity 1. These issues receive immediate priority, with dedicated technical resources assigned to resolve the incident within the contractually agreed SLA timeframe.
- Where are the technical support teams for Truvali located?
- Technical support and engineering teams for Truvali are located in our Bitrelic offices in Manisa (Türkiye) and Podgorica (Montenegro). This geographic distribution allows us to provide reliable support coverage and technical expertise to our clients.