One of the Hidora team's primary goals is to deliver high availability to our clients to support the success of their business. Any ticket submitted via our support portal or sent to support@hidora.io is handled within the response times set out below.
Customer support: 8:00–18:00 CET, Monday to Friday (Swiss business days). Infrastructure support: 24×7.
Support portal: support.hidora.io Support email: support@hidora.io
Maximum response times depend on the incident's priority level:
| Priority | Description | Maximum response time |
|---|---|---|
| P1 - Critical | Full system crash or hang, corruption or loss of data, unavailability of critical functions with no workaround | 4 h |
| P2 - Major | Restart or recovery required after a failure, severely impaired performance, system operating in restricted mode | 8 h |
| P3 - Minor | Error with an available workaround, minor performance degradation, minimal impact | 24 h |
| P4 - Cosmetic | Platform configuration or usage questions, improvement suggestions | 72 h |
Availability Commitment
We commit to platform availability under the General Terms and Conditions and their Appendix B (SLA). The Appendix details the measurement method, scheduled maintenance windows, and Service Credits available in the event of unavailability.
Scope and Exclusions
The commitments above apply to Services subscribed under the Agreement. The following are excluded from availability calculations: published scheduled maintenance, duly notified emergency maintenance, force majeure events, Client configuration, third-party software, and use that does not comply with the contractual terms.
Enhanced response times
Need shorter response times? Our SLA Expert offering provides enhanced commitments, with support up to 24×7 and response times as low as 20 minutes on critical incidents.
Our Priority
Our priority is to keep our clients' cloud services running at all times. We do everything we can to make sure every client enjoys an excellent experience with Hidora.
For any SLA-related question or to report an incident, contact support@hidora.io or legal@hidora.io.