As a startup, we are continually working to improve service availability and customer responsiveness. We use the following guidelines to describe our commitments:
Issue Response/Resolution Times
- If something is broken, you can either reach us by phone (Chris Gibson’s cell is 609-235-7752) or email (firstname.lastname@example.org). By phone, we will respond immediately (24/7) and begin working on the issue. By email, we will respond within 12 business hours. In either case, we will prioritize the issue over ongoing feature work and give you a resolution time estimate in our initial response.
- We also welcome suggested improvements, feedback, and feature requests. You can send those to us over email. We will consider them and get back to you within 3 business days.
- We are still building out our service monitoring infrastructure, so the following availability numbers are directional. We currently define availability as the core features of the service (e.g. search, email, donations etc.) working for 99.5% of users. Our target availability over the course of a year is 99.5% uptime. In the case of an ongoing, severe outage, (>1 hour downtime), we will notify you via email. As part of building out our monitoring, we plan to provide a public status page for the product -- once it is available, all outage data will also be posted there.
- If we aren’t living up to our end of the relationship, you can cancel the contract without penalty.