Service Availability and Maintenance Policy

At Eventflow Technologies Ltd., we are committed to providing a highly reliable and resilient service for our customers. This policy sets out our approach to service availability, scheduled maintenance, and recovery measures. It is designed to provide reassurance about our reliability, while also being transparent about the scope and limitations of our commitments.

Service Availability

• Eventflow aims to maintain 99.99% uptime across its core platform, measured on a monthly basis.
• We operate continuous monitoring and alerting systems to identify and respond to issues swiftly.
• Our systems are hosted on industry-leading cloud infrastructure with regional redundancy, reducing the risk of single points of failure.
• In the event of service disruption, we follow our Incident Management Policy to ensure timely communication and resolution.

Scheduled Maintenance

• Planned maintenance is typically carried out during evenings (UK time) to minimise disruption.
• Customers will receive at least 48 hours’ notice of scheduled maintenance that may affect service availability.
• Wherever possible, maintenance is designed to be seamless and without noticeable impact.

Disaster Recovery and Backups

• We maintain daily and hourly backups of data, retained for 90 days.
• Our recovery objective is to restore essential services within 4 hours of a critical incident, with recent backups available within 1 hour.
• Disaster recovery procedures are regularly tested to ensure the rapid restoration of services in the event of major disruption.
• Our infrastructure is designed with resilience in mind, using redundant systems to minimise the risk of data loss or extended downtime.

Exclusions

While we strive to ensure maximum availability, our uptime commitment does not cover interruptions caused by:

• Factors outside of Eventflow’s reasonable control, including internet backbone issues, denial of service attacks, or other external service provider failures.
• Force majeure events, such as natural disasters, strikes, or government actions.
• Customer-side connectivity issues or configuration errors.

Communication

• In the event of planned maintenance or unplanned disruption, updates will be communicated to customers through appropriate channels in a timely manner.
• Our support team can be contacted at support@eventflowapp.com
• The designated point of contact for service-related matters is the Chief Technology Officer.

Policy Governance

This policy is maintained by Eventflow Technologies Ltd. and reviewed annually in September to ensure it remains accurate and effective.

Eventflow Technologies Ltd
Registered Office: 4 Dukes Court, Bognor Road, Chichester, England, PO19 8FX
Trading Address: Unit 11, Trident Business Park, Selsey, West Sussex, PO20 9DY
Contact: support@eventflowapp.com