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Service terms
Last updated arbostar.com/service-terms
This page sets out the service levels ArboStar aims to meet for the ArboStar platform: when it is available, how we handle maintenance, when support is open, how fast we respond, how we tell you about incidents, and how you get your data back if you leave. It supplements our Terms and Conditions and is provided for information. If this page differs from a signed order form or enterprise agreement, the signed document applies. If this page differs from the Terms, the Terms apply.
Service levels at a glance
Service levels at a glance, each linked to its section
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
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 hours
Support is open Monday to Friday, 9:00 a.m. to 6:00 p.m. Eastern Time, excluding public holidays. Outside those hours, email us and we reply when support reopens. If the platform is down for all your users outside those hours, an on-call engineer responds on a best-effort basis.
These are first-reply targets during support hours, not resolution times.
First-reply targets by priority
Priority
First reply target
What it means
Urgent
Within 1 business hour
The platform is down or unusable for all your users
Major
By the next business day
A key feature is broken for many of your users, and there is a workaround
Normal
Within 2 business days
Everything else: questions, how-to requests, a fault affecting one user or one feature
We will publish our measured median reply time for each priority once we have 90 days of ticket data.
Incident notice
If we become aware of a personal data breach likely to affect you, we notify you and any required regulator without undue delay, as the law requires (see our Privacy Policy).
When we confirm an outage affecting many customers, we email affected customers within 1 hour during support hours 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.
Getting your data back when you leave
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
Service credits apply only where a signed agreement provides for them. This page does not create a right to credits.
What changed
: first version.
We update this page when a target changes and show the date at the top. For how we protect your data, see Security.
