Support hours are US business days, 9:00–18:00 US Central time.
| Severity | What it means | First response |
|---|---|---|
| 1 · Critical | Avowa is unavailable, or a security incident may affect your data. | Within 4 business hours |
| 2 · High | Something important is not working: evidence not updating, a connection failing, a grade that looks wrong. | Within 1 business day |
| 3 · Normal | Questions, set-up help, how something works. | Within 2 business days |
| Requests | Ideas and feature requests. | Acknowledged within 5 business days |
These are targets for a first human response, and we tell you what happens next in that response. Trust Office customers also have a named analyst working in their account.
We aim for 99.5% monthly availability of the Avowa application and API, excluding scheduled maintenance. Maintenance is announced at least 48 hours ahead and scheduled outside US business hours.
Current status, incidents and maintenance are posted on our status page, and we email affected customers about any incident that touches their account.
These are service targets. A contractual uptime commitment or service credits apply only where your Order Form says so, as set out in section 8 of our Master Subscription and Services Agreement.
If we confirm unauthorised access to your data, we notify you without undue delay and within 72 hours of becoming aware of it, as our Data Processing Agreement sets out, and keep you updated until it is resolved.
