Service Level
Last updated: 28 Aug 2026
This document describes our general operational commitments. Contractually binding commitments are set out in the SLA attached to your organization's contract.
Availability
We target high monthly availability, excluding announced scheduled maintenance and outages of third-party services your organization connects to the system.
Maintenance
Scheduled maintenance is performed outside working hours where possible, with prior notice to subscribers.
Support and response times
| Priority | Description | First response |
|---|---|---|
| Critical | Service fully down for your organization | Within working hours — as fast as possible |
| High | A core function broken with no workaround | One business day |
| Normal | A question or limited-impact issue | Two business days |
Backups
Regular backups are taken and restores are tested. Retention and recovery objectives are defined in your organization's agreement.
Reporting
For outage reports: hello@effistar.net.
Last updated: August 2026