How do you handle a downtime?

We are aware our service can be critical for our customers; therefore, we take the security and stability of our platform as a top priority. All server services are monitored 24x7 by us automatically, so that our technicians become self-employed in case of occurring disturbances, in order to be able to eliminate errors as fast as possible.

We have a publicly available external service keeping you informed, if there are any downtimes and the uptime track history of our service:

• Website status
• Portal status

For individual, non-global disruptions within a user account, which are reported to us by the customer, we ensure the fastest possible problem-solving.

Users can directly start a chat or leave a ticket from the following link:

https://chat.qrplanet.com/chat/default

For tickets placed on our live chat regarding service availability, we guarantee a response time less than 24 hours.

In case of maintenance tasks we inform you upfront via E-Mail, in the portal and our official Twitter channel. Updates on unexpected downtime are also communicated through Twitter:

• https://twitter.com/qrdby
• https://uptime.statuscake.com/

In case of any technical issue which cause the platform to go offline we have a second data center on a different physical location on hot standby. All data is mirrored every hour and the recovery time objective is less than 12 hours in case of a failover.

• Technical and organisational measures (TOM)
• Service Level Agreement (SLA)
• Recovery objectives (RTO and RPO)