Service Status and Event Handling

Service Status and Event Handling

Platform Status / Monitoring

All our platform operations are monitored continuously by various alerting services that we employ for the quickest possible response to platform issues.

How We Handle Platform Downtime and/or Issues

We run an “on call” roster internally that ensures there is always a person from our team who is able to respond quickly to critical issues.

There is also an escalation process in place to ensure that the correct people are involved in resolving problems should something go seriously wrong with our platform or services.

What we consider to be “critical issues.”

We regard “service down” and broad-based “cannot work” scenarios as being critical.
More specifically, when:

  • If any of our cloud platforms are down or unresponsive, which include https://eforms.mobileform.net
  • Users across multiple customer accounts are not able to sync their mobile apps
  • Our cloud integration API is down or unresponsive

Issues relating to individual apps or screens that you build do not qualify as “critical” issues in terms of the process above.

Similarly, issues relating to cases where you have made configuration errors, such as setting up an incorrect custom web domain or letting your SSL certificate expire, are not considered critical.

We maintain a support team and support desk service, which you should utilize when encountering isolated or specific issues such as the above.

Our support service is online only and is best effort (though we aim for 1 business day response times internally).

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