Read here more about our SLA and our 99% service availability
Service Uptime Commitment
eyeson provides a service uptime commitment of 99%. Uptime is the percentage of total possible minutes eyeson service was available during a fiscal quarter.
Downtime is the overall number of minutes eyeson was unavailable during a fiscal quarter. eyeson calculates unavailability using server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests.
Downtime excludes the following:
- Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.)
- Issues that are related to external apps or third parties
- Any products or features identified as pilot, alpha, beta or similar
- External network or equipment problems outside of eyeson reasonable control, such as bad routing tables between you and/or your clients internet service provider (ISP) and eyeson server infrastructure.
eyeson is allowed to have one optional service window once a month for 1 hour which is used only if needed. eyeson decides for maintenance windows based on usage statistics evaluations (e.g. weekends or times with lowest usage).
This eyeson SLA is limited to the public hosted eyeson services provided - API and server applications - which are hosted in the name of eyeson. We do not guarantee any operational availability for the clients applications which are implemented by our partners and customers based on our libraries and API’s.
API backwards compatibility:
eyeson guarantees to support backwards compatibility of the API for 1 year and notifies partners and customers if functions or library versions are classified as “deprecated”.
Support process in case of a service downtime
eyeson will respond to service downtime related incidents and/or requests submitted by the customer within the following time frames:
- For issues classified as high priority we are available immediately during CET working hours between 8:00 am and 6:00 pm
- Within 48 hours for issues classified as medium priority.
- Within 5 working days for issues classified as low priority.
High priority issues are issues that prevent service access. A high priority issue must be reported to firstname.lastname@example.org in order to record the date/time of reporting the incident and creates automatically a ticket which is visible additionally to key staff members.
Medium priority issues are standard issues and bugs in the software which have a moderate impact on user experience. A medium priority issue must be reported to email@example.com
Low Priority issues might be "nice to have" feature requests, and other issues that don't require a response right away. A low priority issue must be reported to firstname.lastname@example.org