1. Availability target
| Plan | Monthly availability target |
|---|---|
| Free | No commitment |
| Starter | 99.5% |
| Professional | 99.5% |
| Enterprise | 99.9% |
Availability is the percentage of minutes in a calendar month in which the Service’s sign-in and main pages respond successfully, measured by our external monitoring, excluding the exclusions below.
2. Exclusions
- planned maintenance announced at least 48 hours in advance and carried out between 22:00 and 04:00 Atlantic Standard Time, up to 4 hours a month;
- problems caused by your equipment, network, configuration or third-party services you choose to connect;
- suspension under the Terms or the Acceptable Use Policy;
- events outside our reasonable control as described in the Terms.
3. Service credits
| Monthly availability | Credit (share of that month’s subscription fee) |
|---|---|
| Below the target but at least 99.0% | 5% |
| Below 99.0% but at least 95.0% | 10% |
| Below 95.0% | 25% |
To receive a credit, ask [email protected] within 30 days after the end of the month. Credits are applied to the next invoice, are not paid in cash, and are capped at 25% of the monthly fee. They are your only remedy for missing the target.
4. Recovery objectives
We back up the database continuously with point-in-time recovery. Our targets are a recovery point objective of 15 minutes and a recovery time objective of 4 hours for a full regional failure of our hosting provider.
5. Status and incident communication
We post incidents and maintenance in the application and e-mail administrators of affected organisations. After a major incident we publish a summary of the cause and the steps taken.