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.
2. Planned maintenance
Version updates are normally applied outside staffed 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 (UTC+2/UTC+3), excluding local public holidays.
The targets below are the time to a first response from a person; actual resolution time depends on the complexity of the request. 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 · info@decaleap.com