Legal
Service levels
Version 1.2. Last updated 28 August 2026.
Availability
We target 99.9% monthly availability for apps on Care, Grow and Scale plans, measured by our own uptime checks every minute (every ten minutes on Parked), excluding scheduled maintenance announced at least 24 hours ahead.
Business hours
Business hours are 9:00am to 5:00pm Australian Eastern Time, Monday to Friday, excluding national public holidays. Scale and Enterprise urgent response times are measured in clock hours and include weekends.
Priorities
P1: the app is down or customers cannot pay. P2: a core feature is broken for many users. P3: everything else, including requests.
Response targets
Parked: P1 within 16 business hours, P2 within 24, P3 within 40. Care: P1 within 8 business hours, P2 within 16, P3 within 24. Grow: P1 within 4 business hours, P2 within 8, P3 within 16. Scale: P1 within 2 hours including weekends, P2 within 4 business hours, P3 within 8. Enterprise targets are set in your agreement. A response means a person has started working on it and told you so.
Backups
Daily database backups retained for 30 days (weekly on Parked). Restore on request under any plan.
Credits
If we miss the availability target in a month, you may request a credit of 10% of that month's plan fee by emailing us within 14 days of the month ending. Credits are applied to your next invoice, are capped at one month's plan fee in total per month, and are the sole remedy for missed service levels.
Exclusions
Service levels do not apply to outages caused by third-party platforms outside our control, changes made by you or at your direction against our advice, scheduled maintenance, or force majeure events.