Availability and Support
What we aim for, what we actually commit to, and what happens when the service is down. The short version: there is no uptime guarantee, and this page explains why rather than hiding it in a clause.
There is no uptime guarantee
SIVO Hub does not offer a service level agreement, a guaranteed availability percentage, or service credits. We are not going to publish a figure we do not measure and cannot be held to.
What we do instead: we aim to keep the service available at all times, we watch it, and when it breaks we fix it and tell you. If your organisation needs a contractual availability commitment, say so before you subscribe and we will talk about whether that is something we can honestly offer you. The answer today would be no.
Maintenance
Updates are deployed as they are ready and usually cause a short restart rather than an outage. Where work is planned that we expect to interrupt the service noticeably, we will give administrators advance notice by email and do it outside Central European working hours where we can. Urgent security work may have to happen immediately, and we will tell you afterwards.
Support
- Support is by email to [email protected] and is included in every plan.
- We aim to answer within one working day, and faster when the service is down. That is a target, not a contractual response time.
- Support hours are ordinary Central European working hours. SIVO Hub is operated by one person. There is no overnight rota, and we would rather say so than let you find out during an incident.
- Support covers the software. It does not cover the IT support work your organisation does with it. We cannot answer your tickets, and we are not a party to any arrangement with your own clients.
When something goes wrong
- We find out, either from monitoring or from you. Telling us at [email protected] is always the fastest route.
- We restore the service. That comes before investigating why it happened.
- We tell affected administrators by email what happened, what was affected, and what we have done, as soon as we have something accurate to say.
- If an incident involved personal data, the notification obligations in section 8 of the Data Processing Agreement apply, including notice to you within 24 hours of us becoming aware.
- Where an incident materially affected your work, the refund policy already says to ask, and that we expect to say yes.
Losing data
Backups, where they are, how often they are taken and when a restore was last tested are set out on the security overview. We do not claim data can never be lost, because no operator can. What we can tell you is that four independent copies of your data can exist at once: the live system, the local backups, the offsite copy, and your own export, which you can take at any time from Company details without asking us. Taking one occasionally is the single most useful thing you can do to protect yourself against us.
If the service were to wind down
SIVO Hub is built and run by one person, so it is reasonable to ask what happens if that person stops. The answer is the same mechanism that protects you from every other kind of interruption, which is that your data is never only in our hands. The export from Company details hands you every ticket, client, asset, time entry, invoice and attached file as a single file, in open formats, at any time and without asking us. It is yours to keep and to load somewhere else.
In the event of a planned wind down you would get at least 90 days’ written notice to the administrators on your account, the service would stay available for export throughout that period, and any subscription paid beyond the closing date would be refunded pro rata. Nothing about that depends on anybody being available to help you: the export button works on its own, which is why it is there.