Incident policy

What happens when Vozanto goes wrong, written down before it does. The status page is the record; this page is the promise behind it.

How fast you are told

An outage on a peak day (May 1 to September 30) is posted on the status page within 15 minutes of our check finding it, and every company with a job that day is told by text and email in the same 15 minutes. Any other outage is posted and told within an hour.

"Told" means the fact, the part that is down, what still works, and when the next update comes. Updates follow every 30 minutes until it is over.

What you get if a peak day is lost

A peak day on which dispatch was down for more than two working hours is a month free, applied to the next bill without being asked for.

Who is on call

From May 1 to September 30 one named person carries the on-call phone at all hours. The checks page that phone by text the moment the database, the scheduler, outgoing mail or the text service fails, and email second. Outside the season the same checks page the same number during working hours and email at night.

What keeps working when the database does not

The crew's phone keeps its day and queues what the crew does until the server is back. The office desk shows the last good copy of the day's board and the day's phone numbers, read-only, with a banner that says so, rather than an error page.

After an incident

Within two working days a note is added to the incident on the status page saying what failed, how long it was down, what was done and what changes so it does not happen again. Incidents stay on the page for a year.

Backups and the restore

A backup is taken every day, and a copy goes off the machine the same morning to a private Backblaze B2 bucket, where it is kept 30 days; each daily set is removed from the server after a day. The site's configuration goes off the machine without its encryption key, which is kept apart from the backups. A restore is performed, not only planned, and the date and the time it took are on the status page.

How to find us

Support at the address on your account, at any hour on a peak day.

Vozanto, Boston.