1. Purpose 🎯:
The purpose of this policy is to outline the procedures and communications to be followed during any unplanned and planned service interruptions of our Software as a Service (SaaS) offering. This ensures that we maintain trust and transparency with our customers during these interruptions.
2. Definitions 📖:
- Downtime: An unplanned disruption or degradation of service that affects the availability of our SaaS. This includes all our SaaS applications: Pabbly Connect, Pabbly Subscription Billing and others.
- Maintenance Window: A pre-defined time period during which planned system upgrades, patches, or other improvements are implemented.
3. Downtime Classification 🚦:
- Critical: Complete service outage affecting all users.
- High: Major functionality is impaired, affecting a significant percentage of users.
- Medium: Limited functionality is impaired or the issue affects a smaller percentage of users.
- Low: Minor issues affecting very few users, or cosmetic issues with no impact on functionality.
4. Planned Downtime (Maintenance) 📅:
- All users will be notified at least one day in advance of any planned downtime. In rare cases, we might need to do in due to an urgent needs but the chances of this happening is very low. Notification will include the date, time, duration, and reason for the downtime.
- We aim to schedule maintenance windows during off-peak hours to minimize impact.
- If possible, a read-only mode will be enabled during maintenance.
5. Unplanned Downtime ⚡:
- In the event of unplanned downtime, our technical team will immediately work on identifying and rectifying the issue.
- Users will be notified as soon as the issue is identified and will receive updates as frequently as possible if there's significant progress.
- Once resolved, a post-mortem report will be shared with users explaining the cause of the issue, its resolution, and preventive measures taken.
6. Communication 🗣️:7. SLA (Service Level Agreement) 📜:
- We aim to achieve 99.7% uptime annually.
- In the event that we do not meet this commitment, please note that monetary compensation will not be provided.
- During last year, we achieved an annual uptime of more than 99.9% across all Pabbly applications.
8. User Responsibilities 👥:
- Ensure that their contact information is up-to-date to receive timely notifications.
- Follow the instructions provided during downtime, especially during maintenance windows.
9. Continuous Improvement 🌱:
- We regularly review and analyze downtimes to ensure lessons are learned and best practices are implemented to prevent future occurrences.
10. Review of Policy 🔍:
- This policy will be reviewed annually or after any significant downtime event to ensure its effectiveness.
Pabbly Connect Team•Updated Aug 18, 2026•2 min read