Service Levels
The availability, support and recovery objectives CheckFox works to, and how they are measured.
This page sets out service level objectives: the levels I aim for and measure myself against. It complements the Terms & Conditions.
Objectives, not guarantees
These objectives do not give rise to service credits or penalties. CheckFox is run by one person, and promising credits would mean pricing in an on-call team that does not exist. Publishing the real objectives, how they are measured and what is excluded is the honest version.
1. Availability
The objective is 99.5% availability per calendar month on paid plans.
The service counts as unavailable when signed-in users cannot open or save their audits. Availability is measured by external monitoring, from outside my own infrastructure, every few minutes.
Outages of my hosting providers are counted: I chose them, so their downtime is mine to answer for.
2. What is not counted
- Planned maintenance announced at least 48 hours in advance.
- Problems caused by your own systems, network or browser, or by use contrary to the Terms & Conditions.
- Force majeure.
- Optional integrations (issue trackers) and AI requests sent with your own provider key, which depend on services I do not operate.
- Features labelled as beta.
- The Free plan.
3. Maintenance
Planned maintenance that interrupts the service is announced at least 48 hours in advance, in the application, and scheduled outside business hours where possible. Urgent security fixes may be applied without notice; they are kept as short as possible.
4. Support
Support hours are Monday to Friday, 9:00 to 18:00, Luxembourg time, except Luxembourg public holidays. A business day is one of those days.
| Plan | Channel | First response |
|---|---|---|
| Free | Community | No committed time |
| Starter | Email, from the support page | Within 3 business days |
| Pro | Email, from the support page | Within 2 business days |
| Enterprise | Priority email, from the support page | Within 1 business day; critical incident within 4 business hours |
A first response is a reply from a person that acknowledges the request and says what happens next. It is not necessarily the solution.
5. Critical incidents
An incident is critical when the service is unavailable for your workspace, or when data is at risk of loss, corruption or exposure, and there is no workaround.
On the Enterprise plan, a critical incident receives a first response within 4 business hours. On every plan, an incident affecting all customers is handled before anything else.
6. Incident communication
- An incident affecting many customers is announced in the application, with updates until it is resolved.
- On request, Enterprise customers receive a written summary of the cause and of the corrective measures.
- A personal data breach follows its own procedure, with notification within 48 hours: see section 10 of the Data Processing Agreement.
7. Backups and recovery
| Objective | Value |
|---|---|
| Maximum data loss (recovery point objective) | 6 hours, the interval between two backups |
| Time to restore the service (recovery time objective) | 1 business day |
How backups are taken, encrypted and kept is described in the trust center.
8. Planned absences
When I am away for more than a few days, the absence is announced in advance on the support page, with the response times that apply during it. Monitoring alerts and critical incidents are still followed.
9. Changes
When these objectives change, the version number and the effective date at the top of this page change with them. A change that lowers an objective is announced to account holders by email before it takes effect.
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