Targets by plan
| Plan | Server | Uptime target | Down time this allows in a 30-day month |
|---|---|---|---|
| Lite | 2 vCPU shared / 4 GB, Core bundle only, untested under load | 99.5% | about 3.6 hours |
| Small | 2 vCPU / 8 GB, bundled database, 60 GB disk | 99.5% | about 3.6 hours |
| Medium | 4 vCPU / 16 GB, bundled database, 100 GB disk | 99.5% | about 3.6 hours |
| Large | 4 vCPU / 16 GB + managed database with standby (HA) + dedicated staging | 99.9% | about 43 minutes |
A target is what we run the service to and report against. It is not a contract term. The uptime promised to you, if any, is written in your order.
Maintenance
- Upgrades are planned with you. We agree the time in advance and run them outside your working hours.
- The system shows a maintenance notice while an upgrade runs. On our rehearsals an upgrade took 3 to 4 minutes, and rolling one back took 95 seconds.
- Statutory changes (a new GST return format, for example) sometimes come with short deadlines. We may then ask for a shorter notice period, never without telling you.
- Planned maintenance agreed with you does not count against the target.
How we watch
- A health check runs every 5 minutes on each system: is the site answering, is there disk space, are background jobs and the scheduler running, and is the newest backup recent.
- When a check fails, our team is alerted.
This monitoring has run on our test servers. The first pilot clients will be its first production use.
When something goes wrong
- There is no public status page yet.
- If a problem affects your system, we tell you directly, on your support ticket and by WhatsApp or e-mail, and again when it is fixed.
- Restores follow the plan on backups and recovery.
Outside our control
- Your internet connection and devices.
- Government portals: GST, e-invoice and e-way bill. Files can still be prepared in MyRecords while a portal is down.
- Providers you connect with your own account, such as WhatsApp Business, SMS or a payment gateway.
On your own server
Uptime depends on your machine, power and internet, and on whoever looks after the server. We can do that for you with the optional server care add-on: operating-system patches, backup checks and monitoring.