Service Availability & Support

Availability Target

We aim for the Service to be available at least 99.5% of the time each calendar month, measured over the cloud components we operate, and excluding the periods described under Exclusions below. This is a target we work towards, not a guarantee, unless a binding service-level agreement has been separately signed with you.

Scheduled Maintenance

From time to time we perform maintenance and updates. We aim to schedule planned maintenance for low-traffic periods and to give advance notice of any maintenance we expect to be disruptive. Brief, routine deployments that are not expected to cause noticeable disruption may occur without individual notice.

Resilience and Offline Operation

Depending on the specific Service and its capabilities, certain features may continue to operate during temporary internet connectivity interruptions and synchronize data when connectivity is restored. Other features, including cloud based functionality, system configuration, integrations, and real time services, require an active internet connection and may depend on third party infrastructure and service providers. While we implement reasonable backup and disaster recovery measures as part of our operational practices, no backup or recovery process can guarantee against all forms of data loss.

Support

Support is available by email during our normal business hours. We prioritise issues by impact and aim to respond within the following targets on business days:

• Critical - the Service is down or a core function is unusable for many users: we aim to acknowledge within one business day and work the issue as a priority.
• Normal - a non-critical problem, question, or request: we aim to respond within two to three business days.

Response targets describe when we aim to respond, not when an issue will be fully resolved, which depends on its nature. Enhanced or faster support may be available under a separate plan or agreement.

Exclusions

Availability targets do not apply to unavailability caused by:

• scheduled or emergency maintenance;
• factors outside our reasonable control, including internet or power outages at your location, your devices or local network, and force-majeure events;
• third-party services and providers we rely on but do not control (such as hosting, payment, or messaging providers);
• your use of the Service in a way not permitted by the SaaS Terms of Service, or your acts or omissions; or
• suspension for non-payment or security reasons as permitted by the SaaS Terms of Service.

Reporting an Issue

If you experience a problem with the Service, please contact us with a description of the issue, the time it occurred, and the affected outlet or device where possible. This helps us diagnose and resolve it quickly.