If for any reason there is an issue with your instance we are fully committed to minimising any data loss. Our 'Maximum Data Loss Time Period' or RPO is a maximum of 24 hours (or the time back to the last 23:00 backup) However Hornbill aims for 15 minutes, as we replicate customer data at this frequency.
In the unlikely event that the Hornbill DR plan is triggered we will provide:
Emergency level of Service is to ensure our customers and their customers can use the Hornbill Services and applications with minimal disruption. To this end all Applications and databases will be restored however file attachments (Associated with Emails, Workspaces, Document manager or Requests) might not be available, search functionality will be limited.
Restoration of Key services will be to provide the customer with a fully working system and no difference than what they had before the DR plan was activated. All Applications, Databases, File Attachments and functionality restored.
Recovery to business as Normal would only ever be needed should a true Disaster occur. This would include the total loss of 1 or more data centers AND Hornbill offices at the same time. The Recovery to business as Normal would ensure that all Hornbill services (both customer facing and internal) were fully restored).
Our contracted service availability is 99.95% uptime. We consistently achieve levels of availability well in excess of this.
Service Credits are issued in the event that Hornbill fails to meet this level of service. Parameters defining the Service Credits are detailed in your Hornbill Success Plan documentation.
Success Plans can be accessed from the following links:
Hornbill’s platform and applications are designed for true continuous delivery, providing automatic and seamless updates without the need for scheduled maintenance periods or customer-managed upgrade windows. All customers benefit from the latest features and security enhancements without experiencing service interruptions or needing to coordinate downtime.
Most platform and application updates are delivered automatically and do not require any service downtime. Our deployment process ensures that even critical patches and enhancements are applied without impacting the availability of your Hornbill instance.
Very occasionally, updates to the platform or infrastructure may require up to two minutes of downtime to complete, usually for essential maintenance or critical patches. When this occurs, downtime typically takes place at 05:00 UTC for platform and 05:30 UTC for applications, Monday through Friday, to minimize customer impact.
Additionally, any planned maintenance expected to take longer than two minutes is announced in advance (at least seven days ahead, unless it is critical) and generally scheduled before 06:00 UTC on weekends.