This document is indicative of the scope, terms of support, exclusions, release, and deploymet schedule that will be applicable to all customers who have subscribed for MAQSU Services.
Since we are improving our services to improve our customer experience, this support agreement is only indicative and is subject to change.
This document covers the scope, inclusions, exclusions, categorization, resolution details of what is covered under MAQSU’s standard support contract.
Customer databases are hosted in the closest region (Singapore) on Digitalocean.com, each customer database is replicated in real-time on redundant storage located in the same data center. So we can guarantee 99.9% uptime on a monthly basis (excluding planned maintenance) and this corresponds to a maximum unplanned downtime of 45 min/month.
We usually deliver much better uptime than this (100% most months), as our providers always deliver a much better uptime than their SLA too.
14 full backups for at least 3 months: 1 per day for 7 days, 1 per week for 4 weeks, 1 per month for 3 months.
For a permanent disaster impacting one server, you can lose less than 2 hours of work if the data cannot be recovered and we need to restore the backup.
For a permanent disaster impacting entire data center, you can lose less than 24 hours of work if the data cannot be recovered and we need to restore the backup in a different data center.
The safety of your data is very important to us, and we design our systems and procedures to guarantee it.
You can learn more about it on our Security page. Here are some highlights:
Support Response Times:
Support Resolution Times:
Note: Fixing the bug or security or upgrades will based on schedule of R&D Team, normally we deploy periodically every fourth week of the month.