Effective
1. Availability
We aim for the Orderfy app to be available 99.95% of each calendar month. That is no more than about 22 minutes of unplanned downtime in a month.
Availability is measured at our load balancer as the share of minutes in the month in which the app could be reached and used. It doesn't count planned maintenance, problems with your own internet connection or devices, systems you have connected to Orderfy, or events outside our reasonable control.
2. How we achieve it
Each customer database runs on a high-availability server with an up-to-date standby in a second data centre. If the first fails, the standby takes over automatically, usually in about a minute. The app itself runs as several copies behind a load balancer, so the loss of one copy isn't noticed.
3. Planned maintenance
Most updates are made without any downtime. If maintenance will interrupt the service, we tell account owners by email at least 48 hours ahead and schedule it outside business hours, Sydney time. Urgent security fixes may be made with less notice.
4. Backups and recovery
- Backups: every night, kept 7 days on Core, 14 on Pro and 30 on Max, with an encrypted off-site copy.
- Point-in-time recovery: a database can be restored to a chosen moment within its backup period. On Max, your admins can start a restore themselves.
- Recovery point: after a serious failure, we aim to lose no more than 5 minutes of data.
- Recovery time: we aim to have a database restored from backup within 4 hours.
- Tested: an automated restore drill runs every week.
5. Support
Support is by email at support@orderfy.com.au, 9 am to 5 pm, Monday to Friday, Sydney time, except New South Wales public holidays.
| Priority | What it means | We respond within |
|---|---|---|
| Urgent | Orderfy is down, or you can't trade | 1 business hour |
| High | An important function isn't working and there's no way around it | 4 business hours |
| Normal | Something isn't working, but you can keep going | 1 business day |
| Question | How to do something, or a request | 2 business days |
A response is a reply from a person who has read your request. We keep working on urgent problems until they are fixed or worked around.
6. If something goes wrong
During an incident we post updates to account owners by email, and afterwards we explain what happened and what we changed, for any incident that affected you.
7. Targets, and your agreement
These are the levels we work to and measure ourselves against. They are targets, not guarantees, unless your order says otherwise. If your business needs committed service levels with credits, ask us and we will include them in your order.
Trade Sync Group Pty Ltd (ABN 65 668 818 791), trading as Orderfy · Unit 14 / 9 Bermill Street, Rockdale NSW 2216