Service levels

How UbiQuity monitors the platform and prioritises incidents.

The core UbiQuity platform is monitored 24/7 for outages and targets 99.9% uptime, outside of scheduled maintenance windows.

UbiQuity operates in a shared tenancy environment, where resources are shared across multiple clients. A priority system ensures fair and efficient use of these resources. Incidents are prioritised as follows:

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SLA Targets

Priority	Name	Resolution Target
P1	Critical	4 business hours
P2	High	8 business hours
P3	Medium	5 business days
P4	Low	By agreement

Resolution targets are measured during business hours (9am–5pm, Monday–Friday).

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P1 - Critical

Issues causing complete service disruption for all clients, leading to full system outages or data breaches. Immediate attention is required as the situation impacts access to, or critical functionality of, the UbiQuity platform.

Examples: The platform is down for all users, database connection is lost, significant security threat.

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P2 - High

Significant functionality is impacted, or significant performance degradation is experienced, however the platform and database are still accessible or workarounds are available. The issue affects a large portion of clients and requires quick resolution to prevent escalation.

Examples: API calls are failing for all clients using this functionality, all scheduled emails are not rendering or sending, all external-facing forms displaying an error message.

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P3 - Medium

A non-critical issue impacting individual clients or specific features, without completely halting operations. It may affect productivity but does not require immediate action.

Examples: Slow loading times for a report function, reduced email sending rate, caching issues.

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P4 - Low

Minor bugs that do not affect daily operations. These will be added to the backlog for resolution in future releases or maintenance windows.

Examples: Cosmetic issues or improved user experience for existing functionality.