ConnectApp targets a monthly uptime of 99.5% during active event periods. Uptime calculations exclude scheduled maintenance, force majeure events, third-party service outages, internet or telecommunications failures outside ConnectApp's control, and user-side hardware or connectivity issues.
Scheduled maintenance may be performed during periods of minimal usage whenever reasonably practicable. ConnectApp shall provide advance notice of planned maintenance whenever possible. Routine maintenance windows are excluded from uptime calculations.
Emergency maintenance may be undertaken immediately where necessary to protect platform security, prevent service degradation, address critical vulnerabilities, or restore service availability. Notifications shall be communicated as soon as reasonably practicable.
| Priority | Description | Response Time |
|---|---|---|
| Critical | Complete service outage | Within 1 hour |
| High | Major functionality unavailable | Within 4 hours |
| Medium | Functional issues affecting users | Within 12 hours |
| Low | General enquiries and minor issues | Within 24 hours |
Response times are targets and not guarantees of resolution.
| Priority | Target Resolution Time |
|---|---|
| Critical | Within 4 hours |
| High | Within 12 hours |
| Medium | Within 48 hours |
| Low | Within 5 business days |
Certain issues involving third-party providers may require additional time.
During an active event, ConnectApp shall maintain commercially reasonable backup procedures for event-related data, including user information, abstract submissions, programme schedules, announcements, sponsorship information, and platform configurations. Backup retention periods are determined by operational requirements and contractual obligations.
In the event of a catastrophic service interruption, ConnectApp shall use commercially reasonable efforts to restore platform functionality, recover available data from backups, and re-establish service availability.
At the conclusion of the event, Organizers may request event analytics reports, user data exports, abstract and programme exports, and sponsor and engagement reports. Export requests shall ordinarily be processed within 5 business days unless otherwise agreed.
Following successful data export, event data shall be scheduled for deletion from active systems. Organizers shall have 30 calendar days to request audits or verification reports. Following the audit period, residual records may be permanently deleted in accordance with applicable retention policies.
This SLA does not cover user-generated errors, internet connectivity issues, device-related failures, third-party application failures, force majeure events, or services not contracted by the Organizer.
ConnectApp provides service commitments based on commercially reasonable efforts and industry best practices. Nothing in this SLA shall be construed as guaranteeing uninterrupted or error-free operation of the Platform.