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Status and incidents

Updated 4 October 20263 min read

On this page

When something goes wrong at Ledgerline, you should find out from us first. This page explains where to follow status, how incidents are classified, how often we post updates and what service credits apply when we miss the uptime commitment.

The status page

Live status is at https://status.ledgerline.dev. It shows the current state of each component and the history of past incidents.

Component Covers
API All /v1 endpoints
Dashboard The web app
Webhooks Event delivery
ACH and wires Submission and settlement of batch rails
Instant payments RTP, FedNow, SEPA Instant and Faster Payments
Statements and reconciliation Daily runs and exports

Subscribe from the page for updates by RSS or by webhook, or in the dashboard under Settings > Notifications. Availability over the trailing 12 months is 99.98%.

Severity levels

Level Definition Update cadence
SEV1 Major outage or money movement is stopped or at risk for many customers. Every 30 minutes
SEV2 A significant feature is degraded, or a single rail is delayed. Every 60 minutes
SEV3 A minor issue with a workaround, or a small group of customers is affected. Every 4 hours or when something changes

Every incident follows the same states: investigating, identified, monitoring and resolved. Updates keep their cadence until the incident is resolved, even when the news is that there is no news.

What you will see during an incident

  • Calls may return 503 service_unavailable, 504 or elevated latency. Retry with backoff. See Retries and backoff.
  • Writes protected by idempotency keys are safe to retry once service recovers.
  • Webhook deliveries are retried on their normal schedule, and events that were generated during the incident are not lost. Replay anything you missed.

Post-incident reviews

For every SEV1 and SEV2, Ledgerline publishes a written post-incident review within 5 business days. It covers the timeline, the cause, the customer impact and the changes we are making.

Planned maintenance

Maintenance is announced 7 days in advance on the status page. Windows are on Sundays from 02:00 to 04:00 UTC. Maintenance does not take the API offline. Writes may be slightly slower during the window, and bank rails continue to run on their own schedules.

Uptime commitments and credits

Plan Monthly uptime commitment Credit if missed
Starter None None
Growth 99.9% 10% of the monthly platform fee below 99.9%, 25% below 99.0%
Scale 99.99% 10% below 99.99%, 25% below 99.9%, 50% below 99.0%

Uptime is the percentage of minutes in the UTC calendar month in which the API answered requests successfully, measured by Ledgerline's external probes. Planned maintenance and problems caused by your own code, network or credentials do not count against the commitment.

To claim a credit, open a ticket within 30 days of the end of the month. Credits appear as a line on the next invoice. See Invoices and billing.

Performance

Over the last 90 days, the median API response time was 85 ms and the 99th percentile stayed under 600 ms. Request timeouts are 60 seconds on the server. The default client timeout of the SDKs is 30 seconds.

What to do when you think Ledgerline is down

  1. Check the status page.
  2. Look at the response: a 401, 403 or 422 is about your request, not an outage.
  3. Capture the Ledgerline-Request-Id of a failing call.
  4. If the status page is green and calls fail with 5xx, open a ticket with the request id and the time.