Service targets

These are operational targets for the major web release, not blanket contractual guarantees. A guarantee, service credit or different target applies only when it appears in a signed Enterprise agreement.

The public status page checks the database, document storage and replicas, email provider, critical background jobs and client portal independently. We do not represent a service as healthy solely because the web application responds.

Production availability targets are published as contractual commitments only after the monitoring history and incident process have been validated.

General availability is gated on Supabase point-in-time recovery, encrypted logical database exports in an independent cloud account, independent document replication and a completed isolated restore drill.

• Target database recovery point: no more than 15 minutes.
• Target complete-service recovery time: no more than 4 hours.
• Logical export retention: 35 daily and 12 monthly copies.
• Document replica objective: within 15 minutes, with nightly checksum reconciliation.

These recovery targets become current production claims only after the required provider settings and restore evidence are in place.

Planned maintenance is scheduled for low-traffic periods where practical. Emergency changes may be made without advance notice when required to protect customer data or restore service.

During an incident, confirmed component state is published on the status page. Any post-incident report, notification window or service credit follows the applicable Enterprise contract or incident communication.

Practice subscriptions receive standard support through the published support channel. Enterprise response targets, escalation contacts and coverage windows are contractual and may differ by customer.