Service status
Status, incidents and maintenance.
Every client environment is isolated, so status is reported per client — in your own portal, not on a shared public page.
Where status is reported
01
Client status portal
Live component status, incident history and maintenance calendar for your environment only.
02
Direct notification
Incidents and maintenance announced by email to your named contacts, and by phone for severity 1.
03
Incident reports
A written post-incident review for every severity 1 and 2 incident, with root cause and remediation.
Severity levels
What we commit to. Standard response targets; each service agreement can set its own.
- Severity 1Critical
- Service unavailable or data at risk. Response within 30 minutes, 24/7, with updates at least hourly.
- Severity 2High
- Major function degraded with no workaround. Response within 2 hours, 24/7.
- Severity 3Medium
- Partial degradation with a workaround. Response within one business day.
- Severity 4Low
- Questions and minor issues. Response within two business days.
Maintenance
Notice
Five business days
Planned maintenance is announced at least five business days ahead, with the expected impact.
Window
Outside business hours
Scheduled in a window agreed with each client, outside their core hours.
Emergency
Security patches
Critical security fixes may be applied sooner, with notice as early as the threat allows.
Something wrong right now?
Clients should use the support line in their portal. Everyone else, including security researchers, can reach us here.