Legal
Service Level and Support Terms
Support channels and response targets by plan, how we handle incidents and maintenance, and the clear statement that Pactinel offers no contractual uptime commitment.
Reviewed on October 22, 20262 min read
This page describes how support works. It is part of the Terms of Service.
No contractual uptime commitment
Pactinel works to keep the service available, runs monitored background jobs with an alert when a critical job misses a run, and backs up nightly. Pactinel does not offer an uptime percentage, service credits or financial remedies for downtime. Nothing here limits statutory rights that cannot be excluded. This may change; if it does, the changes will be stated in the Terms and on the pricing page.
Support channels and targets
Support is by email and the help centre. There is no phone or chat support. Targets are first responses, not resolution times, and are measured in business days.
| Plan | Channel | First response target |
|---|---|---|
| Free | Help centre | No individual response commitment |
| Starter | Within 1 business day | |
| Team | Same business day | |
| Business | Email, plus weekly recorded office hours | Same business day |
The business days and hours that apply are shown in the help centre. Requests received outside them count from the start of the next business day. Targets are goals; we do not owe compensation if one is missed.
Weekly office hours are recorded so that customers in other time zones can watch them later.
Security and critical issues
Report security issues through the contact page and the Security page process. We prioritize reports of data exposure, loss of data and failures of deadline alerts, whatever the plan.
Incidents and maintenance
We tell affected customers about significant incidents in the application and by email. A public status page and an external uptime monitor are not available at present. Planned maintenance that interrupts the service is announced in advance where practical. If email, AI or an index source is unavailable, work is queued and retried and the product shows the state honestly.
Backups and recovery
Backups run nightly, with a recovery point objective of 24 hours. Restores are rehearsed monthly. These are targets, not commitments.
What support covers
Support helps you use the service, investigates faults and answers questions about security and data. It does not provide legal advice, review your contracts or act as your contract administrator. Support access to your workspace is possible only with your time-limited grant.
Changes
We may change these terms under the change process in the Terms of Service.