Service Levels & Support

Availability

We aim for 99.9% monthly availability of the console and API, excluding announced maintenance. Live status and 90 days of history are on our public status page (/status). Service credits apply only where agreed in writing in an order form.

Monitoring and backups

We monitor the service around the clock, back up every workspace nightly (kept about 35 days) and test restores. Scans, uptime checks and alerts run continuously; a delayed scan is shown on the status page.

Maintenance

Planned maintenance is announced on the status page in advance and kept outside business hours (Malaysia time) where possible.

Support

• Open a ticket in your workspace (Support). We aim to respond within one business day, and within 4 hours for problems that stop you using the service.
• Our staff only enter your workspace through support access you grant, for the time you allow; you can end it at any time.

Incidents

If an incident affects your data, we notify your workspace administrators without undue delay (target within 48 hours), with what happened, what data is affected and what we're doing.