This document forms part of the Terms of Service between Web and Cloud Innovation Ltd and the Customer. It says what we aim for, how we measure it, and what happens when we miss.
It states aims honestly rather than promising numbers we cannot control. Where a figure below is a target and not a guarantee, it says so.
1Availability
We aim for the Service to be available 99.5% of each calendar month, measured as the proportion of five-minute intervals in which the sign-in page answers a request successfully.
Excluded from the measurement: scheduled maintenance announced in advance; emergency maintenance needed to close a security fault; failure of a network, hosting provider or third-party service beyond our reasonable control; and anything caused by your own configuration, your own network, or a breach of the Acceptable Use Policy.
2Maintenance
Routine maintenance is done in the window 22:00 to 04:00 local time, and is announced in the Service at least twenty-four (24) hours beforehand where it will cause an interruption.
Releases are deployed continuously and normally cause no interruption at all. The version in service is shown at the foot of every page, so you can always tell what you are looking at.
3Backups
A snapshot of your database is taken nightly and kept locally, and a copy is pushed to the offsite folder you nominate.
Recovery point objective — at most twenty-four (24) hours of work, being the interval between snapshots.
Recovery time objective — we aim to restore service within twenty-four (24) hours of a total loss, provided the offsite copy is intact.
Uploaded documents are held encrypted. Restoring them requires the encryption key, which is deliberately not carried in the offsite copy. Keeping your own copy of that key, offline, is described on the security page and is your responsibility as much as ours.
4Support
Support covers the Service itself: faults, questions about how something works, and help with your configuration. It does not cover advice on law, tax, employment or the running of your business.
Support is given by email and through the Service, in English, on business days between 09:00 and 18:00 Central European Time.
Target first response, by how much is broken:
| Severity | What it means, and when we aim to answer first |
|---|---|
| Critical | Nobody can sign in, or data is at risk. Four (4) business hours, and we work it continuously until it is contained. |
| High | A major function is unusable and there is no workaround. One (1) business day. |
| Normal | Something is wrong but the business can carry on. Three (3) business days. |
| Low | A question, a small annoyance, or a request. Ten (10) business days. |
These are targets for a first substantive response, not for a fix. A fix takes as long as the fault takes.
5When We Miss
If availability in a month falls below the target, tell us within thirty (30) days and we will credit your next invoice: 10% of the monthly fee below 99.5%, 25% below 99.0%, and 50% below 95.0%.
Credits are the sole remedy for missed availability. They do not apply where the cause is excluded under clause 1.
6Changes To This Document
We may change this document as the Terms of Service describe. A change that lowers a target materially is a change to your disadvantage and carries the thirty (30) days' notice that clause 16 of the Terms of Service requires.