1. Overview
This policy describes how RDPCore communicates service incidents, scheduled maintenance, and status updates to customers. Transparency during service disruptions is important to us, and we aim to keep you informed throughout any incident.
This policy is provided for informational purposes only and does not create any contractual obligation or guarantee of communication timelines. We provide incident communications on a best-effort basis.
2. Status Page
We maintain a public status page that provides real-time and historical information about the operational status of our services. The status page displays:
- Current operational status of each service category;
- Active incidents and their current status;
- Scheduled maintenance windows;
- Historical uptime data and past incident reports.
Status page information is provided for informational purposes only and does not constitute a binding record for SLA calculations. The status page may not reflect real-time conditions at all times due to caching, manual update processes, or third-party dependencies. SLA measurements are based solely on our internal monitoring systems as described in our Service Level Agreement.
3. Incident Classification
| Severity | Description | Communication Target |
|---|---|---|
| Critical | Complete service outage affecting multiple customers | Status page + email within 30 minutes |
| Major | Significant degradation or partial outage | Status page + email within 1 hour |
| Minor | Limited impact, workaround available | Status page within 2 hours |
| Informational | No customer impact, proactive notice | Status page (optional) |
Communication targets are goals, not guarantees. In rapidly evolving situations, initial communication may be brief and updated as more information becomes available.
4. Incident Updates
During an active incident, we aim to provide updates at least every thirty (30) minutes for Critical incidents and every sixty (60) minutes for Major incidents until the issue is resolved. Update frequency may vary depending on the nature and complexity of the incident. Updates will include:
- Current status (investigating, identified, monitoring, resolved);
- Affected services and scope of impact;
- Actions being taken;
- Estimated time to resolution (where possible). Any estimated time is provided as a guideline only and may change as the situation evolves.
We will not speculate on root cause during an active incident. A post-incident summary will be published after resolution for Critical and Major incidents.
5. Scheduled Maintenance
5.1 Advance Notice
Scheduled maintenance that may affect service availability will be communicated at least forty-eight (48) hours in advance via our status page and, for Critical maintenance, by email to affected customers.
5.2 Maintenance Windows
We aim to schedule maintenance during low-traffic hours (typically between 02:00 and 06:00 UTC) to minimise impact. However, this is not always possible and maintenance may occasionally occur at other times.
5.3 Emergency Maintenance
Emergency maintenance required to address critical security vulnerabilities, imminent hardware failure, or other urgent issues may be performed with less than forty-eight hours’ notice. We will provide as much advance notice as circumstances permit and will communicate via our status page.
6. Post-Incident Reports
For Critical and Major incidents, we will publish a post-incident report within seven (7) business days of resolution. The report will include:
- Summary of the incident and timeline;
- Root cause (where identified);
- Impact assessment;
- Actions taken to resolve;
- Preventive measures to reduce recurrence.
Post-incident reports are provided for transparency and do not constitute an admission of fault or liability. Root cause analysis may be limited where third-party providers are involved or where disclosure could expose system vulnerabilities.
7. Notification Channels
We communicate incidents and maintenance through the following channels:
- Status page: Primary source of truth for all incidents and maintenance;
- Email: Sent to affected customers for Critical and Major incidents;
- Support tickets: Updates within active tickets related to the incident.
It is your responsibility to ensure your account email address is current and that you monitor our status page during service disruptions. We are not responsible for email delivery failures due to spam filtering, incorrect contact details, or third-party mail provider issues. Availability of notification channels may depend on third-party systems.
8. Limitations
- Communication timelines in this policy are targets, not contractual commitments;
- We may withhold certain technical details during an active incident for security reasons, including details that could expose system vulnerabilities;
- This policy does not create any additional SLA obligations beyond those in our Service Level Agreement;
- We are not liable for any loss resulting from delayed or incomplete incident communication, including events defined as force majeure in our General Terms and Conditions.