Support and availability

Last updated 26 September 2026. Our standard support and availability targets for Triad Core. They are targets, not guarantees, unless a customer's agreement makes them binding (for example with service credits); in that case the agreement governs.

Availability

Target: 99.5% monthly availability of the web application, measured from outside our hosting, excluding planned maintenance and events outside our reasonable control (for example a Google Cloud regional outage).
Planned maintenance is kept short, usually needs no downtime, and when downtime is needed it is announced to administrators at least 48 hours ahead and scheduled outside business hours of the customer's main time zone where possible.

Support

Channel: office@triadglobal.org (or the channel in your agreement). Business hours: Sunday to Friday, covering Israel and US Eastern working hours.
Urgent (the service is down or data is at risk): first response target 2 business hours, worked continuously until resolved or worked around.
High (a main feature does not work, no workaround): first response 1 business day.
Normal (a question, a minor issue, a change request): first response 2 business days.

Data

Daily backups with point-in-time recovery for 7 days. Recovery targets after a disaster: restore point within 24 hours of data (usually minutes), service back within 24 hours.