Service availability
Esdra aims to keep the service available and secure in line with reasonable standards for a SaaS platform. Any binding numerical SLA must be set out in a specific commercial agreement.
Maintenance
Scheduled or urgent maintenance may be carried out for updates, security, improvements or technical work. Where possible, Esdra provides notice of maintenance that may materially affect use of the service.
Support
- Support for configuration, accounts, bugs, integrations and use of the platform.
- Priority based on impact, urgency, the active plan and specific agreements.
- Requests concerning external services may depend on the response times and APIs of the relevant providers.
Incidents
In the event of a technical or security incident, Esdra assesses impact, containment, recovery and communication with affected customers according to the nature of the event and applicable obligations.
