Target 99.5% per calendar month for the portal, your dashboard and the API, and 99.9% for client sites (served statically from Cloudflare). Not counted: announced maintenance (at most 4 hours per month, announced 48 hours ahead, outside 08:00-20:00 Dutch time where possible) and outages of your own domain, DNS or Mollie account.
An external check every minute on /api/health and on every live client site. The status page shows portal, background jobs, sites, email and payments.
Critical (everything down, payments or direct debit not working, data breach): response within 2 hours, every day including weekends. High (a module does not work for several customers): within 1 working day. Normal (one problem, question, wish): within 3 working days. Working days are Monday to Friday, 09:00-18:00, Dutch holidays excluded.
By email to [email protected] or via Help in your dashboard. Mention what, since when and if possible the X-Request-Id from the error. Critical issues: put KRITIEK in the subject.
Below the uptime target in a month: 10% of that month's subscription fee for every full 0.5% below target, up to 50%. Ask for it within 30 days after the end of the month; it is settled on your next invoice. This is the only compensation for unavailability.
Daily encrypted backups, kept for 30 days. Recovery of a single client is possible without affecting others. Target: data loss at most 24 hours (RPO), back online within 8 hours after a full database failure (RTO).