99.5 % (at most about 3 h 40 min of unplanned unavailability in a 30-day month)
Business
99.9 % (at most about 44 min)
These are targets, not guarantees with penalties. We publish the achieved values on the status page and in your customer account; service credits for Business will follow as a contract addendum once six months of measurements exist. A signed service level agreement with penalties is possible for Business on request.
2. How availability is measured
Our monitoring requests your community's home page from outside every minute and counts a minute as unavailable when the page does not answer with success within the time limit.
The percentage is computed over the calendar month, outside the announced maintenance windows.
Your customer account shows the availability of your own community over the last 30 days, from the same data.
The public status page shows the platform components and one entry per region. Communities are never named on it.
3. What is not counted
An announced maintenance window (update and support policy): Tuesday 05:00 to 07:00 in your region's time zone, announced 72 hours ahead.
A suspension for non-payment, or for a breach of the acceptable-use terms.
Anything caused on your side: a configuration you made, a custom domain whose DNS you changed, a module you installed that breaks the pages, a volume of traffic we were not told about.
A failure of the public internet between your visitors and our servers, or of your visitors' own network.
A failure of our hosting provider is counted. Choosing the provider is our decision, and so is its consequence.
4. When something is down
A community that does not answer is critical on every plan: work starts as soon as it is seen; there is no on-call outside support hours, so a night incident may be handled the next morning; and the status page carries the incident until it is closed.
After an incident of more than 30 minutes, a short written explanation goes to the activity log of your customer account: what happened, how long, what we changed.
5. Regions
Every community runs in the region its customer chose: Germany (EU), the USA or Singapore (APAC). The targets are the same in every region. A region's status is one line on the status page.
