Service, Reliablity & Support

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Our platform is designed to support organisations in managing incident response readiness and operations through a secure, reliable and resilient service environment.

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99.9% Cloud Service Availability

Our cloud-hosted service is backed by a 99.9% Monthly Uptime Commitment. This represents approximately 43 minutes of permitted downtime in a 30-day month, excluding scheduled maintenance and other applicable exclusions defined in our Service Level Agreement.

If monthly availability falls below our commitment, eligible customers may receive Service Credits in accordance with the applicable SLA.

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Responsive Support

Support requests are prioritised according to their severity and business impact. For Critical (P1) incidents, we target an initial response within 4 hours and a resolution target of 1 Business Day. For High (P2) incidents, we target an initial response within 8 Business Hours.

Confirmed outages affecting the availability of our cloud-hosted service are covered by our 24x7 critical incident response process. Other incidents and support requests are handled during our standard Business Hours.

Resolution targets may be achieved through service restoration, a workaround, configuration change, software patch or permanent correction, depending on the nature of the incident.

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Cloud and On-Premises Support

Our availability commitment applies to the cloud-hosted service. For on-premises deployments, system availability depends on the customer's infrastructure, network, operating environment and operational procedures.

On-premises customers remain covered by our applicable software support commitments, including troubleshooting, incident response and remediation assistance for supported deployments.

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Planned Maintenance

We perform maintenance when necessary to maintain the security, reliability and performance of the platform.

Where reasonably practicable, customers are notified in advance of planned maintenance activities. Emergency maintenance may be performed where required to protect the security, availability or integrity of the service.

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Transparent Service Commitments

We believe customers should have clear expectations regarding service availability, incident response and restoration.

Our Service Level Agreement defines our availability commitment, support response targets, service credit structure, maintenance provisions and applicable exclusions.

99.9% Cloud Availability. Clear Support Commitments. Transparent Service Credits.

For complete terms, eligibility requirements and Service Credit procedures, please refer to our Service Level Agreement.