Availability commitment and support
Availability target, maintenance windows, incident communication, support channels and response times.
Availability
We aim for the console and the REST API to be available 99.5 % of the time in every calendar month, excluding announced maintenance. That leaves at most about 3 hours 40 minutes of unplanned unavailability per month.
Availability is measured by the service itself and published on the status page: every five minutes the scheduler must reach the console and its database and record a sample; every missing sample counts as five minutes of downtime, including restarts during deployments. The page shows the last 90 days, one bar per day, and the same data is available as JSON at /api/status for your own monitoring.
Agents are designed for an unavailable console: they keep their inventory, retry check-ins with exponential backoff and pick up queued commands when the console returns. An outage never removes an endpoint or loses an approval.
This commitment is a statement of how the service is operated. Service credits or penalties apply only when your order form or contract says so.
Maintenance
- Planned maintenance happens on Sundays between 02:00 and 05:00 UTC and is announced at least 48 hours ahead on the status page (impact "Planned maintenance").
- Routine releases are deployed with health checks and automatic rollback; the console is unavailable for well under a minute during a release and no announcement is made for that.
- Security fixes may be deployed at any time.
Incidents
During an incident the status page shows what is affected, what we know and what we are doing, updated as the situation changes, and a resolution note once it is over. Incidents with customer impact get a written summary within five business days.
Backups and recovery
The console database is backed up every night and the backup restore is tested. Recovery point objective: 24 hours (at most one day of console changes could be lost in the worst case; endpoint inventory is rebuilt by the agents at their next check-in). Recovery time objective: 8 hours.
Support
| Plan | Channel | First response |
|---|---|---|
| Free and Trial | Email, best effort | 2 business days |
| Standard | 1 business day | |
| Enterprise | Email, priority | 4 business hours |
Business hours are Monday to Friday, 09:00 to 18:00 Central European Time, excluding German public holidays. The support address is in the console footer and under the profile menu → Support. Include your organization name, the endpoint or automation concerned, the time in UTC and, for agent issues, the last lines of the agent log (Troubleshooting agents).
Security reports: see Security FAQ and trust model.
Service life cycle
Agent versions are supported for twelve months after their release; Agent Auto-Update keeps your fleet on the current version. Deprecated API fields are kept for at least six months after their replacement is announced in the API reference.