Service Level Agreement

The SLA applies to app.robaws.com; there are no guarantees on dev/staging platforms.
The SLA is not applicable when service levels are not met due to:

  • Factors outside Robaws reasonable control,
  • Force Majeure
  • Inappropriate use of the Services Customer’s actions in an explicit intent to create downtime

Availability - 99,9%

  • Robaws cloud architecture is designed for performance and availability.
  • The infrastructure is hosted within Europe.
  • All customer data  is replicated in realtime to a different data centre. 
    Long storage backups are kept in a separate data centre.
  • We work with different hosting providers that guarantee a +99.9% uptime.  This excludes planned maintenance.  Maintenance is communicated on app.robaws.com login screen at least 24H prior.  Planned maintenance downtime is outside business hours and usually less than 1 hour. Scheduled maintenance average per year is below 10.
  • Issues and track record can be reviewed on status.robaws.com  In practice Robaws monthly uptime is usually 100%
  • We have extensive monitoring to solve disruption & degradation of service proactively.  

 

Infrastructure

  • Tier III
  • ISO/IEC 27001
  • Europe

 

Back-ups & Disaster Recovery

  • RPO (Recovery Point Objective) : Describes the acceptable amount of data loss measured in time after a critical failure.
  • RTO (Recovery Time Objective): The duration of time and a service level within which a business process must be restored after a disruption
  • Complete backup retention up to 3 months
  • Back-ups are replicated in different systems & providers across Europe.  You can’t choose or restrict the regions where backups are stored.
  • Backups are daily tested.  Our staging environment is nightly recovered from production.
  • Users can perform a manual backup with API, google sheets exporter or excel download
  • In case of permanent fatal incident, Disaster Recovery Plan is as follows:
    • RPO 5 minutes. This means you can lose up to 5 minutes of work, in practice you can expect below 1 minute.
    • RTO 6 hours. This means Robaws will be online after max 6 hours.

 

Support

Functional & technical support are available during business hours.  The service is free of charge.

  • Support tickets can be created by sending an email to [email protected]

  • Chat with support is available within app.robaws.com

  • Telephone support +32 56 22 22 29 

Tickets outside business hours are handled next business day.

The table shows internal response & resolution time goals.  Our support team strives to meet these goals or better on a best-effort basis

In practice we often achieve better, but these should not be considered as a guaranteed commitment.

Table of support

Security

The security of your data is of great importance.  Our systems and procedures are designed to guarantee safety. 

  • SLLLabs give app.robaws.com Grade A+ SSL certificate.
  • Data Centre TIER 3 SLA’s with redundant storage, network & power 
  • Passwords are encoded with industry standard BCrypt salt encryption
  • Red/Blue zero downtime deployment
  • Cloudflare DDoS protection
  • Requests that originate from same IP are rate-limited, see support.robaws.com API limits
  • Yearly penetration testing by external security researchers
  • Strict code reviews
  • Bug-Bounty program (see details below)
  • Internal tools within Robaws are protected with company account security & 2FA
  • We recommend Robaws users to use 2FA & restrict accessible IP range if possible
structure of Robaws

Bug Bounty

We have a bug bounty reward system for security issues.  If you find one, you can submit your security issue to [email protected]
For submissions that reveal a vulnerability or a change in our services we provide a fitting complementary reward.
Only applicable to app.robaws.com

Excluded security issue types:

  • (D)DOS attacks
  • Issues regarding self-XSS
  • Errors without sensitive data
  • Issues where you can determine used software
  • Issues created by use of outdated OS, browser or odd plugins
  • Issues already known by us