Practical service commitments for a production platform.
SyncCatalog is designed for reliable production use and is monitored for availability and operational health. This policy outlines our current service availability target, support hours, incident priorities, maintenance practices and important exclusions.
Service Availability
SyncCatalog targets 99.5% monthly availability for the core hosted application. This is an operational target rather than an unconditional guarantee of availability across third-party infrastructure and services that are outside SyncCatalog's reasonable control.
SyncCatalog uses commercially reasonable efforts to maintain continuous availability and to restore service as quickly as practical when an interruption occurs.
Availability Exclusions
Availability calculations exclude downtime or degradation caused by circumstances outside SyncCatalog's reasonable control, including:
Hosting & Infrastructure Providers
Outages affecting third-party hosting, cloud infrastructure, data centers, upstream networks or related infrastructure providers.
Internet & DNS Services
DNS provider failures, telecommunications outages, internet service provider failures or other public network conditions.
External APIs & Integrations
Interruptions affecting third-party APIs, communications, video, email, payment, telecom or integration providers.
Customer Systems
Customer network failures, browser or device issues, customer configuration, customer-controlled domains or actions taken by customer administrators.
Maintenance
Scheduled maintenance, emergency maintenance and necessary security or infrastructure work.
Events Beyond Reasonable Control
Force majeure events, regional infrastructure failures, government actions, natural disasters or other events that cannot reasonably be prevented by SyncCatalog.
Support Hours
Standard SyncCatalog support is available Monday through Friday, 9:00 AM to 5:00 PM Pacific Time, excluding major U.S. holidays. Critical production incidents are prioritized during support hours. Assistance outside standard support hours is provided on a best-effort basis.
Incident Response Targets
| Priority | Example | Initial Response Target |
|---|---|---|
| P1 — Critical | Core SyncCatalog service unavailable for most users or a major production function is unusable. | Within 2 business hours. |
| P2 — High | Important functionality is materially impaired, but the platform remains generally usable. | Within 4 business hours. |
| P3 — Normal | Non-critical defects, configuration questions, usability issues or general support requests. | Within 1 business day. |
Maintenance
SyncCatalog may perform scheduled maintenance, infrastructure updates, security updates and emergency maintenance as necessary. When practical, advance notice will be provided for maintenance expected to materially affect customer access.
Recovery Commitments
SyncCatalog maintains operational backup and recovery procedures. At this stage, SyncCatalog does not publish contractual Recovery Time Objective (RTO) or Recovery Point Objective (RPO) guarantees. Recovery priorities are based on service impact, data integrity and operational conditions at the time of an incident.
Enterprise Service Commitments
Organizations requiring stronger availability commitments, dedicated support response terms, defined recovery objectives, specialized infrastructure or other contractual service levels may request an enterprise service agreement.
Evaluating SyncCatalog for your organization?
Review our platform architecture, security practices, implementation approach and procurement information, or contact us directly with technical or operational requirements.