Last Updated: March 26, 2026
Our promises for uptime, delivery, and support across all projects and contracts.
For systems we build and manage, we aim for at least 99.9% uptime each month. This covers the parts we directly manage as agreed in the project contract. Planned maintenance, events outside our control, and issues caused by third-party providers are not included in uptime calculations. We will let you know about planned maintenance in advance whenever possible.
Clients work directly with their assigned engineer throughout the project. Urgent issues are addressed within 4 hours during business hours. General questions are answered within one business day. Support after delivery is agreed per project. We do not run a general helpdesk; all support is handled by your assigned engineer.
If we fail to meet agreed uptime or delivery targets due to our own fault, we will find the cause and fix it at no extra cost. Service credits or other remedies are agreed on a case-by-case basis in the project contract. Credits do not apply to delays or outages caused by the client, third-party systems, or events outside our control.