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    Click on the "Ask a Question" button and select the application for which you would like to ask questions.

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  • Please note that the team will not be available on 17th June 2024, due to a public holiday.

    During this period, support assistance may experience some delays.

Downtime Policy for Pabbly Applications

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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 🗣️:
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.
 
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