On this page
The short version
- We aim for 99.5% availability each month, for the dashboard and for the services you run.
- These are targets we work to and report against, not guarantees with credits. Your rights under consumer law and our Refund Policy still apply.
- Brisbane runs in a single site. We're honest about what that means, below.
- When something goes wrong, we post updates on our status page until it's fixed, then write up what happened.
This summary is here to help you find your way. The full text below is what applies.
1.About these service levels
This page is part of our Terms of Service. It sets out the levels of service we aim for. At launch they're targets: if we miss one, we don't pay service credits. If we miss them because of a failure on our side, our Refund Policy applies, and so do your rights under the Australian Consumer Law and UK consumer law.
We'll tell you before we introduce credits or change these targets, as our Terms of Service describe for other changes.
2.Availability
- What
- The dashboard and the API
- Target each calendar month
- 99.5%
- What “available” means
- You can sign in and manage your services
- What
- Your apps and databases, in each region
- Target each calendar month
- 99.5%
- What “available” means
- Services that are set to run, and whose own code is working, are running and reachable
- What
- Backups
- Target each calendar month
- Every database and volume is backed up as described for it
- What “available” means
- Point-in-time restore covers the last 7 days
| What | Target each calendar month | What “available” means |
|---|---|---|
| The dashboard and the API | 99.5% | You can sign in and manage your services |
| Your apps and databases, in each region | 99.5% | Services that are set to run, and whose own code is working, are running and reachable |
| Backups | Every database and volume is backed up as described for it | Point-in-time restore covers the last 7 days |
99.5% allows about 3 hours 39 minutes of unavailability in a 30-day month. We measure availability from outside our network, every few minutes.
What we don't count
- Planned maintenance we've told you about, as described in Maintenance
- Problems in your own code, its settings or its dependencies, including an app that crashes or doesn't answer its health check
- Services that are stopped, suspended or over their plan's limits
- Outages of the wider internet, or of Cloudflare's network, that we can't work around
- Features labelled early access or beta
- Events outside our reasonable control, as our Terms of Service describe
3.The Brisbane region
The Brisbane region runs in a single site in Brisbane. There's no second site to move to, so a long power or internet outage at that site can take the region offline until it's restored. The UK and Europe regions are separate sites, and the regions don't depend on each other.
Database and volume backups are copied off site, encrypted, every hour. If the Brisbane site were lost, we'd restore your databases from those copies, which can mean losing up to an hour of changes.
If you need your service to survive the loss of a whole site, keep a copy of your data elsewhere too. You can export any database at any time.
4.Maintenance
- Most updates to the platform don't affect your services at all.
- When planned work might interrupt your services, we tell you at least 48 hours ahead, by email and on our status page, and do it outside business hours in the affected region where we can.
- Urgent security fixes can't always wait. We'll tell you as soon as we can, and explain afterwards.
5.When something goes wrong
- We're alerted automatically when a server, region or the dashboard stops answering.
- We post on our status page within 30 minutes of confirming an incident that affects customers, and update it at least every hour until it's fixed.
- For any incident that affects customers for more than an hour, we publish a short write-up within 5 business days: what happened, why, and what we're changing.
6.Support response times
A person answers every message. Our support hours are 9 am to 5 pm Brisbane time (AEST), Monday to Friday, except Queensland public holidays. We watch for outages and urgent abuse reports at all hours.
- Kind of request
- Your production service is down because of a problem on our side
- Pro
- Within 1 hour
- Hobby
- Within 4 hours
- Kind of request
- Something isn't working as it should
- Pro
- Within 4 hours
- Hobby
- Within 1 business day
- Kind of request
- Questions, billing and everything else
- Pro
- Within 1 business day
- Hobby
- Within 2 business days
| Kind of request | Pro | Hobby |
|---|---|---|
| Your production service is down because of a problem on our side | Within 1 hour | Within 4 hours |
| Something isn't working as it should | Within 4 hours | Within 1 business day |
| Questions, billing and everything else | Within 1 business day | Within 2 business days |
These are times to a first reply from a person, not times to a fix. Reports of abuse and illegal content are handled as our Acceptable Use Policy describes, at any hour.
7.Contact us
Something wrong? Email support@wattlecloud.com.
- Business
- WattleCloud Pty Ltd, trading as Wattle Cloud
- ABN
- 97 703 308 605
- Address
- PO Box 827, Upper Coomera QLD 4209