Service levels and support
What you can expect from us on availability, support, backups and incidents. Last updated 30 September 2026.
Draft under review. It describes how we work today and may be reworded before it's final.
Availability
Our target is 99.5% availability of the Emitt app and API in each calendar month. We measure it with automated checks every 5 minutes from three locations; the service counts as unavailable when checks from at least two locations fail.
The target excludes scheduled maintenance, faults caused by you or your users, and outages of third-party services we depend on and cannot control, such as Microsoft Entra ID sign-in. It's a target, not a guarantee: service credits apply only if your order form includes them.
Support
Email [email protected]. Support hours are 9am to 5pm, Monday to Friday, Melbourne time, excluding Victorian public holidays. A person replies within one business day, and faster for critical issues:
| Priority | Meaning | First response | Updates |
|---|---|---|---|
| P1 — Critical | The service is unavailable, or figures are wrong across your organisation, with no workaround. | 4 business hours | Every business day until resolved |
| P2 — Major | An important feature doesn't work, and a workaround exists. | 1 business day | Every 2 business days |
| P3 — Minor | A minor fault, or a question about using the service. | 1 business day | As needed |
Put "P1" in the subject line for a critical issue. How to write a good request is on our support page.
Maintenance
Most updates deploy without downtime. When maintenance needs downtime, we schedule it outside Melbourne business hours and email your administrators at least 2 business days ahead. Urgent security fixes may need less notice; we'll tell you as soon as we can.
Backups and recovery
- The database is backed up automatically, with point-in-time restore over the last 14 days. Backups are stored in Australia.
- Uploaded files are stored with three copies in the Australia East region. Every version is kept, and deleted files stay recoverable for 30 days.
- Our recovery targets: data loss of no more than 1 hour (recovery point), and service restored within 8 business hours (recovery time) after a failure that needs a restore.
Incidents
We're alerted automatically when the service fails its availability checks or errors rise. During a P1 incident we email the administrators of affected organisations when it starts, as it progresses and when it's resolved, and send a written summary of what happened and what we're changing within 5 business days. Security incidents involving personal information follow our Data Processing Addendum.
Exporting your data
Administrators can export activity data from Reports at any time. For a complete export of your organisation's records and uploaded files, email [email protected] and we'll provide it within 10 business days.