What we commit to,
in writing.
Numbers we can hold every month, not numbers that look good on a slide. If we miss them, you get credit back without having to ask for it.
Applies to InfoPeak Business Standard and InfoPeak Business Premium
01 The commitments
| Business Standard | Business Premium | |
|---|---|---|
| Monthly uptime | 99,5 % | 99,5 % |
| First response to a support ticket | 1 business day | 4 business hours |
| Security incident notification | Within 24 hours of confirmation | Within 24 hours of confirmation |
| Notice before a new sub-processor | 30 days | 30 days |
| Data export on termination | Within 30 days | Within 30 days |
Business hours are 09:00-17:00 CET/CEST, Monday to Friday, excluding Danish public holidays. A ticket that arrives at 16:00 on a Friday gets its Premium first response by 13:00 on the following Monday.
02 How uptime is measured
Uptime is measured per calendar month across the services your plan includes: mail delivery and access, file storage, and the web applications. It is published on Status, which is the record we both refer to.
99.5% allows about 3 hours and 40 minutes of downtime in a 31-day month. We aim considerably higher. We commit to 99.5% because it is what we can guarantee without an on-call rota, and a guarantee nobody is awake to honour is not a guarantee.
03 What does not count as downtime
- Announced maintenance, given at least 72 hours notice and placed outside 08:00-18:00 CET on a working day. We cap this at 4 hours per month.
- Faults outside our control - your own network or device, a third-party mail server refusing delivery, or a public internet routing failure between you and us.
- Suspension for non-payment or breach of the Terms, after we have told you and given you a chance to fix it.
- Beta features, where we have labelled them as such before you switched them on.
04 If we miss it
You get a credit against your next invoice, calculated on that month's fee for the affected users:
| Monthly uptime | Credit |
|---|---|
| Below 99.5% but at or above 99.0% | 10 % |
| Below 99.0% but at or above 95.0% | 25 % |
| Below 95.0% | 50 % |
You do not have to claim it. We read our own status page, and the credit appears on the next invoice by itself. If you think we owe you one and it has not appeared, write to support@infopeak.io and we will settle it.
05 What this is not
A first response is a human reading your ticket and telling you where it stands. It is not a promise that the problem is solved within that window, and we would rather be honest about the difference than let you find it out during an outage.
This SLA does not change the encryption architecture. If you lose your key, we cannot recover your content, and no support tier changes that. That is the same property that stops us reading it, seen from the other side. Our Privacy Policy and the DPA in your account settings cover data handling; this page covers availability and response.
06 Changes
We will give 30 days notice by email before any change that lowers a commitment on this page. Raising one takes effect immediately. Questions about the SLA for a specific contract go to support@infopeak.io.