Uptime
A defined availability measure, a published status page, and fee credits that step up as availability falls.
The binding version is the service level agreement, and where this summary differs, that document governs.
How availability is defined
Available means the service can be accessed by your credentialed users. Availability is the percentage of minutes in a calendar month during which that was true, excluding excused downtime.
Excused downtime covers planned service modifications, up to a stated limit per month, plus the other categories the agreement lists. Maintenance you were told about in advance does not count against the number.
That distinction is the one worth understanding before comparing anyone’s uptime figures. A percentage means very little until you know what was excluded from the denominator.
Fee credits
If availability in a calendar month falls below the threshold, a credit applies against that month’s subscription fees:
| Availability in a calendar month | Fee credit |
|---|---|
| 99.9% or above | No credit |
| Below 99.9%, down to 99.0% | 5% |
| Below 99.0%, down to 95.0% | 10% |
| Below 95.0% | 25% |
Credits are the sole remedy for availability events under the agreement. Read the full document for how a claim is made and within what window.
Status
Service status is published, and the agreement names the status page as the reference point for availability events.
What sits behind the number
Availability rests on the disaster recovery programme described under security, which is reviewed and tested annually. The commitment above is the contractual floor rather than a target, and the operational work is what keeps actual availability clear of it.
Also in trust
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