Service Level
Last updated: 10/09/2026
What you can expect from us on availability and support. For customers with a signed agreement, that agreement prevails.
1. Availability
The monthly availability target is 99.5%, excluding planned maintenance windows and events outside our control. In practical terms that is up to about three and a half hours a month.
We chose that number because we meet it, not because it reads well. The system runs on a single server with no hot standby, so a 99.9% target would be a promise the architecture does not cover. If we move to redundant infrastructure we will raise the target and say so.
2. Planned maintenance
Version updates are normally applied outside Israeli business hours. An update requiring material downtime is announced in advance.
3. Backup and restore
A full daily backup, encrypted, with a copy held off the server. Retention is set per customer; the default is seven days of history plus a monthly archive.
Restores are performed on your written request. Restoring the database and restoring the system version are two separate operations, and every data restore is preceded by a safety backup.
4. Support
Support requests are accepted by email and through the customer portal at any hour. Staffed hours are Sunday to Thursday, 09:00–18:00 Israel time, excluding Israeli public holidays.
The targets below are for a first response from a person, not for resolution. A request arriving outside staffed hours is counted from the start of the next business day.
- Critical — the service is unavailable or data is at risk: response within 4 business hours, then continuous work until there is a workaround or a fix.
- High — a core function is blocked with no way around it: response within one business day.
- Normal — everything else, including questions and change requests: response within three business days.
5. Incident communication
An incident that takes the service down is reported to affected customers, with status updates until it is resolved and a short summary afterwards.
ESK Marketing Services Ltd, company no. 516791738 · 5 Haasis St, Rishon LeZion 7549316, Israel · info@decaleap.com · +972-54-2400700