Service terms

We aim to keep the platform available at least 99.9% of the time in each calendar month, excluding planned maintenance. That is about 43 minutes of unplanned downtime a month. This is a target, not a guarantee, and it does not by itself create a right to credits or refunds.

We will publish measured availability once we have 90 days of monitoring data.

Planned maintenance is scheduled, where practicable, in the weekend window named in our Terms: between 6:00 p.m. Friday and 3:00 a.m. Monday, Eastern Time.

We give notice of planned maintenance by email or in the app at least 8 hours ahead, as set out in our Terms, and we aim for 24 hours or more. Urgent security or stability fixes may need shorter notice.

Support is available 24 hours a day, 7 days a week, by chat, call or email. The phone number and live chat are on our Contacts page; email goes to support@arbostar.com. If the platform is down or unusable for all your users, you get a first reply within 5 minutes at any time of day. Other requests are answered within the targets under Response times, which are counted in business days: Monday to Friday, Eastern Time, excluding public holidays.

These are first-reply targets, not resolution times. The urgent target applies at any time; the others are counted in business days.

We will publish our measured median reply time for each priority once we have 90 days of ticket data.

If we become aware of a personal data breach affecting data we process for you, we notify you without undue delay and give you the information you need for your own notifications to regulators and to the people affected. Where the law requires ArboStar itself to notify a regulator, we do so.

When we confirm an outage affecting many customers, we email affected customers within 1 hour, at any time of day, and keep them updated until it is resolved. Notice periods for incidents that affect your data are set out under Incident response on our Security page, and some customer contracts set shorter periods that apply instead.

If your subscription ends, you can ask us for an export of your data in CSV format, with attachments, within 30 days of the end date, and we deliver it within 30 days of your request. After that, your data is deleted on the timeline in our Privacy Policy.

Service credits apply only where a signed agreement provides for them. This page does not create a right to credits.