Downtime Policy for Pabbly Applications

1. Purpose :

The purpose of this policy is to outline the procedures and communications to be followed during any unplanned and planned service interruptions of our Software as a Service (SaaS) offering. This ensures that we maintain trust and transparency with our customers during these interruptions.

2. Definitions :

• Downtime: An unplanned disruption or degradation of service that affects the availability of our SaaS. This includes all our SaaS applications: Pabbly Connect, Pabbly Subscription Billing and others.
• Maintenance Window: A pre-defined time period during which planned system upgrades, patches, or other improvements are implemented.

3. Downtime Classification :

• Critical: Complete service outage affecting all users.
• High: Major functionality is impaired, affecting a significant percentage of users.
• Medium: Limited functionality is impaired or the issue affects a smaller percentage of users.
• Low: Minor issues affecting very few users, or cosmetic issues with no impact on functionality.

4. Planned Downtime (Maintenance) :

• All users will be notified at least one day in advance of any planned downtime. Notification will include the date, time, duration, and reason for the downtime.
• We aim to schedule maintenance windows during off-peak hours to minimize impact.
• If possible, a read-only mode will be enabled during maintenance.

5. Unplanned Downtime :

• In the event of unplanned downtime, our technical team will immediately work on identifying and rectifying the issue.
• Users will be notified as soon as the issue is identified and will receive updates as frequently as possible if there's significant progress.
• Once resolved, a post-mortem report will be shared with users explaining the cause of the issue, its resolution, and preventive measures taken.

6. Communication :

• Users will be informed of downtimes via our Facebook community and on our official status page.

7. SLA (Service Level Agreement) :

• We aim to achieve 99.7% uptime annually.
• In the event that we do not meet this commitment, please note that monetary compensation will not be provided.
• During last year, we achieved an annual uptime of more than 99.9% across all Pabbly applications.

8. User Responsibilities :

• Ensure that their contact information is up-to-date to receive timely notifications.
• Follow the instructions provided during downtime, especially during maintenance windows.

9. Continuous Improvement :

• We regularly review and analyze downtimes to ensure lessons are learned and best practices are implemented to prevent future occurrences.

10. Review of Policy :

• This policy will be reviewed annually or after any significant downtime event to ensure its effectiveness.