Service Availability Policy

1. Commitment to Availability

FireVault aims to provide a reliable and available service. This policy sets out our approach to service availability.

2. Uptime Target

• We target 99.9% uptime, excluding scheduled maintenance
• Uptime is measured monthly

3. No Guarantee of Continuous Availability

FireVault does not guarantee:

• Zero downtime
• Continuous, uninterrupted availability
• Availability of third-party services that the Platform depends on
• That the Service will be error-free or operate without interruptions

4. Scheduled Maintenance

• Scheduled maintenance is conducted outside of UK business hours where possible
• We will provide advance notice of maintenance that may affect availability
• Maintenance windows may include brief periods of unavailability

5. Unplanned Outages

• We will work to restore service as quickly as possible in the event of an unplanned outage
• We will notify Customers of significant outages via email or in-app notification
• We are not liable for outages caused by factors beyond our control, including third-party service failures, network issues, or force majeure events

6. Force Majeure

FireVault is not liable for failure or delay in providing the Service caused by events beyond its reasonable control, including:

• Natural disasters
• Internet or telecommunications failures
• Government actions
• Pandemics
• Cyber attacks targeting third-party infrastructure

7. Monitoring

• We monitor the Platform for availability issues
• Incident history is available on request

8. Contact

For questions about service availability, contact info@fire-vault.co.uk.