Support & Service Level Agreement
We stand behind the software. Here's exactly what that means in writing.
Monitored continuously. Uptime targets defined per contract — discussed during demo.
Maximum response time for P2 and P3 issues. P1 (system down): 2-hour response target.
Nightly database backups with 30-day retention and point-in-time restore capability.
SLA Details
Uptime targets are defined per contract based on your agency's requirements. Incidents communicated directly to your agency contact by phone or email — no status page hunting required. Scheduled maintenance communicated 48 hours in advance.
Monthly maintenance windows on the 1st Sunday of each month, 2:00–4:00 AM local time. Emergency patches deployed with 2-hour notice minimum. All maintenance communicated directly to agency contacts.
Email: matthew@mshorestech.com
Available Monday–Friday, 8 AM–6 PM ET. P1 issues: 24/7 on-call.
Backup & Recovery
Full database backups run nightly. Backups are automated — no manual intervention required and no single point of human failure.
30 days of backup history retained. Point-in-time restore is available — if an issue is discovered days after it occurred, recovery options exist.
Backups are stored in a geographically separate location from the primary data. A single facility failure cannot destroy both primary data and all backups.
Recovery Time Objective (RTO): 24 hours. Recovery Point Objective (RPO): 24 hours. Both targets are documented in every contract.
Data Security in Transit & At Rest
- TLS 1.2+ enforced for all connections — no unencrypted fallback permitted
- AES-256 encryption for sensitive data fields at rest
- HSTS (HTTP Strict Transport Security) enabled with 1-year max-age and includeSubDomains
- Content Security Policy (CSP) headers enforced on all responses
- X-Frame-Options set to DENY — no clickjacking surface
- X-Content-Type-Options: nosniff on all responses
- Permissions-Policy configured to restrict browser feature access
Questions About the SLA?
If your IT department or legal team has specific requirements that need to be written into a contract, ask directly. We'll tell you what we can accommodate and put it in writing.