Service Availability and Maintenance Policy

1. Purpose

The purpose of this Service Availability and Maintenance Policy is to define the standards and procedures for ensuring the continuous availability and performance of Eventflow Technologies Ltd’s services. This policy aims to minimise service disruptions and maintain high levels of customer satisfaction through effective maintenance practices.

2. Scope

This policy applies to all services provided by Eventflow Technologies Ltd, including software applications, infrastructure, and support systems. It is relevant to all employees, contractors, and third-party vendors involved in service delivery and maintenance.

3. Service Availability

• Uptime Commitment: Eventflow Technologies Ltd is committed to providing a minimum of 99.9% uptime for its services, excluding scheduled maintenance periods.
• Monitoring: Continuous monitoring of systems and services is conducted to detect and address any issues promptly.
• Redundancy: Critical systems are designed with redundancy to ensure service continuity in the event of hardware or software failures.

4. Maintenance Procedures

4.1. Regular Maintenance

• Minor Updates: Eventflow is a progressive web application, allowing for continuous deployment and minor updates without significant service interruptions.
• Scheduled Maintenance: Major maintenance activities that may cause service interruptions are scheduled during low-usage periods to minimise impact on customers.

4.2. Notification

• Advance Notice: Customers will be notified at least 48 hours in advance of any scheduled maintenance activities that are expected to cause service interruptions.
• Emergency Maintenance: In the event of emergency maintenance, customers will be notified as soon as possible, detailing the nature of the issue and expected resolution time.

5. Performance Monitoring

• System Health Checks: Regular health checks are conducted on all systems to ensure optimal performance and identify potential issues before they impact service availability.
• User Feedback: Performance metrics, including user response times, are continuously monitored. While we do not commit to specific response times, customers are encouraged to highlight any performance issues promptly.

6. Incident Management

• Incident Response: In the event of a service disruption, our Incident Response Team (IRT) will follow the Incident Management Policy to promptly address and resolve the issue.
• Communication: Customers will be kept informed of the status of incidents and the expected resolution time.

7. Roles and Responsibilities

• DevOps Team: Responsible for the implementation and maintenance of systems, as well as monitoring service performance and availability.
• ‍Incident Response Team (IRT): Manages incidents and ensures timely resolution and communication with customers.
• ‍Customers: Encouraged to report any issues or concerns related to service availability and performance to our support team.

8. Review

• Policy Review: This policy will be reviewed annually and updated as necessary to ensure its effectiveness and alignment with industry best practices.

10. Contact Information

For any questions or clarifications regarding this policy, please contact the DevOps Team at devops@eventflowapp.com.

Eventflow Technologies Ltd.
Effective Date: 01/08/2024
Reviewed by: Christian Skelton, Director
Approved by: Henry Barnett, Director