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This document says what to expect from us day to day: how fast we reply, when we run maintenance, how backups work and what we do during an incident. It also says what we do not promise.

In short

  • We reply within one business day, counting business days in Poland.
  • We do not state a percentage availability guarantee, and we explain why below.
  • We back up daily and verify the backups by restoring them.

What this document covers

This document covers running your application instance and handling your requests. The delivery time for a change you order is described separately in the terms of service - two different things, deliberately kept apart.

Why we do not state a percentage

We do not claim 99.9% availability, or any other percentage. The reason is simple: such a number only means something when it is measured independently and settled against, and today we have neither that measurement nor the redundancy that would justify it.

Instead of a number we cannot settle against, we state what we genuinely control: response times, backup rules, maintenance windows and the incident procedure.

When that changes - when independent measurement and redundancy are in place - this document will carry a number and a new date. Until then we would rather not promise something that cannot be checked.

Response times

A response means a human answering your request, not an automatic acknowledgement.

Ordinary request
One business day
Application is down
We take it first, ahead of everything else in the queue
Request on the Grow or Premium plan
Ahead of requests from the Start plan; Premium goes ahead of every plan
Trial request
After the requests of paying customers

Business days follow public holidays in Poland. If you write to us on a Friday evening your time, the answer comes on Monday - and we would rather you knew that in advance.

Working hours

We work Monday to Friday, 09:00-17:00 Polish time (the Europe/Warsaw zone) - that is 07:00-15:00 UTC in summer and 08:00-16:00 UTC in winter. Requests can be submitted around the clock, but handling them and the running of any deadline start at 09:00 on the next business day.

Maintenance

We ship updates without interrupting your work. Where an interruption is unavoidable, three rules apply:

  • We announce planned downtime by e-mail in advance.
  • We schedule planned work outside working hours in your time zone wherever possible.
  • Security fixes go out immediately, without notice - and we tell you about them afterwards.

Backups and restores

We back up your database daily and verify it by restoring it, because a backup nobody has restored is only an assumption. Backups sit in the same region as the application.

Regardless of our backups, you can export all of your data with one click at any time. We encourage you to do it - a copy held by you is a safeguard we cannot replace.

What this document does not cover

We list plainly the situations in which the times above do not apply:

  • Failures at the infrastructure or network provider that are outside our control.
  • The effects of changes you make yourself in the application configuration or in the data.
  • The trial period, where requests are handled after those of paying customers.
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