Uptime target
We target 99.9% monthly availability for the EasyQMS production service, excluding scheduled maintenance and force-majeure events.
Support hours
Standard support is provided Monday–Friday, 09:00–17:30 UK time, excluding English public holidays. Critical-severity incidents are triaged outside these hours via the [REVIEW: on-call / pager] channel.
Severity and response
- P1 — service down: initial response within 1 hour.
- P2 — major degradation: within 4 business hours.
- P3 — minor issue: within 1 business day.
- P4 — question / request: within 3 business days.
Service credits
If monthly availability falls below 99.9%, eligible customers may request a service credit of [REVIEW: e.g. 5–25%] of that month's fees, applied to the next invoice. Credits are the sole remedy for missed uptime targets.
Maintenance
Scheduled maintenance windows are announced at least 48 hours in advance and typically run outside UK business hours.
Contact
Questions about this policy? Email privacy@easyqms.co.uk.