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:
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:
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 in the portal and our official Twitter channel. Updates on unexpected downtime are also communicated through Twitter.
Backup and Recovery time
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.