Service levels

Availability

The service is designed to meet 99.5% monthly availability. We are not yet committing to that figure: we are operating on a best-effort basis while the deployment beds in, so that when we make the commitment it is one we have shown we can deliver operationally, not one we assert. This page will say when that changes.

We measure availability from outside the service every minute, we report the monthly figure to every customer with the cause of every interruption, and we tell you within 4 hours of becoming aware of an unplanned interruption affecting your organisation, then again when it is resolved with what happened.

The measurement is taken from outside our hosting provider, the way your browser reaches the service: a minute counts as available only when the service answers with its page and confirms it can reach its database, and a failure counts against us even where it may have been on the measurement’s side of the network. The monthly figure is the available minutes as a share of the minutes measured, over a calendar month in UTC, and it is truncated, never rounded up. A minute the measurement missed is reported as unmeasured, never as available, and the monthly report says how many there were.

Maintenance

Planned maintenance that will interrupt the service is announced at least 2 business days ahead to your security contact, and scheduled outside business hours in Australian Eastern Standard Time where we can. Routine deployments that do not interrupt the service are not announced. Emergency maintenance to fix a security issue may happen without notice; we tell you afterwards what was done and why.

Backups and recovery

The hosting provider keeps point-in-time backups of the database, in the same Sydney data centre, covering the previous seven days. The bytes of an uploaded file are held in application storage only for your retention window, and a backup taken while they were held keeps them until it ages out; the bound on any deleted content is therefore your window plus seven days. Restoration from a backup is a recovery measure for us, not an export route for you: if we restore, we restore the whole service to a point in time and tell every affected customer what was lost.

Incidents

Security incidents affecting your content are handled as the data processing agreement sets out: containment first, written notice within 24 hours of confirming your content is affected, except in the one case of a provider outage it names, a written report within 10 business days. Availability incidents are handled as above. Every incident of either kind is recorded in our own posture, which runs on Get Frank, with the same decay and renewal rules we apply to yours.

What an outage does to your confidence windows

Nothing. A confidence window is a statement that something was true until a date; the calendar does not stop because our service did. Windows that expire during an interruption are expired when the service returns, and the service shows them that way. We do not extend, pause or back-date them, because a window that stretched to cover our outage would be a claim about your posture that nobody made.

What we do instead is tell you the start and end of the interruption, so that anyone reviewing your history can see that a renewal missed in that period was missed because the tool was unavailable, not because nobody looked. Your accountable owner may then record a decision on each affected window, renewing it on fresh evidence or accepting the gap, with the interruption as context. That is the same path any other missed renewal takes.

Support

Support hours, severities and response targets are in the support policy.

Changes

We update this page as the service evolves, by publishing a new text with a new “Effective from” date; that date at the top is the date the text applies from and says which text applies, and the current text stays in force until the replacement is published. This page is part of the terms of service, and their Changes section applies to it: before we publish a change we send your security contact the full proposed text at least 30 days ahead with the publication date, and a change that is materially adverse to you carries the termination right set out there. Monitor this page for the latest text; earlier texts are available on request.

— Get Frank Pty Ltd