Last Updated: 1 July 2022

Our support and maintenance services program is designed to prevent misuse of our platform that could lead to a detrimental effect on clients or users.

1. Uptime and responses

  • OnePulse’s uptime target is 99.9% minimum. Over the last three years, the SLA achieved was 99.99% over the calendar year.
  • Our maximum response target for all support requests is 8 working-hours.

2. Incident management

We classify incidents and our target resolution times to issues in the following way:

Severity Classification & ImpactExpected Resolution Time
LowIssues impacting a single non-core function or a single user  As soon as reasonably possible
MinorIssues impacting a limited set of non-core functions and users.72 Hours
SignificantIssues impacting a core function or functions and a significant set of users8 Hours
MajorIssues resulting in platform downtime impacting a significant number of users.4 Hours

3. Notifications

  • In the event of an unscheduled outage or incident, we will communicate the details of the issues and expected resolution times..
  • When communicating with you we will use the details provided by Users during sign up.
  • We do make incident reports available to our clients after a major incident.

If you have any questions, concerns, or complaints regarding this Policy, we encourage you to contact us at [email protected].