Service levels
What we aim for, what we will tell you, and what we owe you when we miss. These are targets we intend to meet rather than a guarantee dressed up as one.
Last updated
Draft. This document has not yet been reviewed by a lawyer. It describes how Press Setu actually intends to operate, and it is published early so prospective customers can read it — but do not rely on it as a settled contract. Ask us and we will tell you where it stands.
Availability
We target 99.5% monthly availability of the public website and e-paper, measured across the calendar month and excluding scheduled maintenance we have told you about in advance.
99.5% allows roughly three and a half hours a month. We state the number this way rather than as a row of nines because a publisher can price three and a half hours.
What counts as an outage
The public site not serving pages to readers. That is the thing that costs a newspaper something.
The newsroom being unavailable while the public site serves normally is a fault we will fix urgently, but it is not counted against availability.
Support
Email and phone, answered by the people who build the product rather than by a first line reading from a script.
We aim to respond within one working day for ordinary questions, and within two hours during Indian business hours for a publication that cannot publish.
Telling you
For an outage lasting more than fifteen minutes we contact the publication's named technical contact rather than waiting to be asked.
After a significant outage we write up what happened and what we changed, and send it to every affected publication.
When we miss
Miss the availability target in a month and that month's fee is credited, on request, against the next invoice.
This is a credit rather than compensation, and it is not intended to cover what an outage actually costs a newspaper. The limits in the terms of service apply.
Backups
Content and configuration are backed up daily and retained for thirty days.
We test restoring from backup rather than assuming it works, because an untested backup is a belief and not a backup.