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 :
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.
- 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.
- 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.
- 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.
- Users will be informed of downtimes via our Facebook community and on our official status page.
- 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.
- Ensure that their contact information is up-to-date to receive timely notifications.
- Follow the instructions provided during downtime, especially during maintenance windows.
- We regularly review and analyze downtimes to ensure lessons are learned and best practices are implemented to prevent future occurrences.
- This policy will be reviewed annually or after any significant downtime event to ensure its effectiveness.
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