Availability commitment and recovery targets
The availability we commit to on paid plans, how it is measured, what you get back if we miss it, and how quickly we aim to restore service and data.
1. Availability commitment
On the paid plans — Standard, Professional and Enterprise — YARDtwin is available at least 99.5% of each calendar month. Enterprise contracts may set their own terms; where they do, the contract takes precedence over this page.
99.5% allows up to 3 hours 36 minutes of unplanned unavailability in a 30-day month.
2. How availability is measured
Availability is measured monthly as the share of minutes in which the application and its API respond to requests. The following are excluded from the calculation:
- Announced maintenance, with at least 24 hours’ notice.
- Force majeure — events outside our reasonable control.
- Problems with customer-side equipment, networks or internet access.
- Suspension of the service for breach of the terms.
We monitor the service with internal health checks. Current status and incident history are published on our status page.
3. Service credits
If monthly availability falls below the commitment, you are entitled to a credit against that month’s subscription fee:
| Monthly availability | Service credit |
|---|---|
| Below 99.5% | 5% of the monthly fee |
| Below 99.0% | 10% of the monthly fee |
| Below 95.0% | 25% of the monthly fee |
To claim a credit, e-mail admin@yardtwin.com within 30 days of the end of the affected month. Service credits are the sole remedy for availability shortfalls.
4. Backup and continuity
| Measure | Target / fact |
|---|---|
| Recovery time objective (RTO) — internal target | Target: 4 hours or less |
| Recovery point objective (RPO) — internal target | Target: 24 hours or less |
| Last restore drill | Measured restore time 6 min 43 s (August 2026) |
| Point-in-time restore | Any point in the last 7 days |
| Long-term backups | Monthly backups retained for 7 years on immutable storage |
| Hosting | EU / EEA only — Microsoft Azure, compute in Norway East, data in Sweden Central |
5. Support response targets
First-response targets by severity and plan. Severity definitions and how to raise a ticket are on the support page.
| Severity | Standard | Professional | Enterprise |
|---|---|---|---|
| P1 | 4 business hours | 2 business hours | 1 hour (as contracted) |
| P2 | 1 business day | 4 business hours | 4 business hours |
| P3 | 2 business days | 1 business day | 1 business day |
| P4 | Best effort | Best effort | Best effort |
Business hours are Monday to Friday, 08:00–18:00 Irish time, excluding Irish public holidays. Targets are for the first response from a person, not for resolution.
6. Changes to this SLA
The binding version of this SLA is section 8 of the Terms of Service; if this page and the Terms differ, the Terms prevail. Changes follow the 30 days’ notice in section 14 of the Terms, and are published on this page and noted in the changelog. Questions: admin@yardtwin.com.
Related: Security · Status · Terms of service