Legal
Service levels
Last updated 22 August 2026. Draft pending legal review.
Availability
We target 99.9% monthly availability for apps on a care plan, measured by our own uptime checks every ten minutes, excluding scheduled maintenance announced at least 24 hours ahead.
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 (business hours, Sydney)
Care: P1 next business day, P2 and P3 within 2 business days. Grow: P1 same business day, P2 next business day, P3 within 3 business days. Scale: P1 within 2 business hours, P2 same business day, P3 within 2 business days.
Backups
Daily database backups retained for 30 days. 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. Credits are the sole remedy for missed service levels.