Whilst it is necessary for us to have a set of comprehensive legals below, we know how difficult it can be to understand the underlying commitments we are making to you as a customer. In simple English, here are our commitments to you:
We won't lock you in: in fact, we have API compatibility with many other alternatives.
You own your data: should you request it, we will send you your data or delete it.
We aim to achieve 100% uptime. We guarantee 99.999% uptime in our SLA for Enterprise customers, 99.99% for Business customers, and 99.9% for Self-service paid customers. Unfortunately, it is possible we may not achieve this because we are dependent on numerous 3rd party network services. If we fail to achieve our SLA targets, we will refund our customers where we have fallen short, we will always keep our service status page up to date with any incidents, we'll work around the clock to fix and remedy against any issues that may arise, and we'll always be honest about our actual uptime.
27 September 2021 - Data Processing Addendum updated to reflect the new EU-mandated Standard Contractual Clauses.
13 February 2020 - Uptime SLA has been changed. Enterprise uptime SLA moves from 100% uptime to 99.999% uptime. Business uptime SLA moves from 100% uptime to 99.99% uptime. Self-service uptime SLA remains 99.9% uptime.
12 July 2018 - Uptime SLA for Self-service customers has been changed from 100% to 99.9% (section 8). We continue to offer 100% uptime SLAs for our Business and Enterprise customers.
29 March 2018 - GDPR-related changes added, defining "Personal Data", "Data Protection Laws", and the addition of the "Data Protection" section.
15 July 2015 - First version of document published.