Provisioning
We build and configure the environment: application runtime, database, networking, environment variables, domains, SSL certificates with automatic renewal, and CDN configuration.
It gets configured once, correctly, and it gets documented — what runs where, how to reach it, and how to restore it. An environment only one person understands is not a managed service. It is a liability with a subscription attached.
Monitoring
Automated uptime checks run against your application’s health endpoint and its public URL. Failures alert our on-call. The check interval is set by your plan: five minutes on Launch, sixty seconds on Growth and above.
The point is not the dashboard. The point is that when something stops responding, we find out before your customer does.
Backups
Database backups run automatically on your plan’s schedule, are retained for your plan’s window, and are stored separately from the production environment. Backups sitting next to production are not backups.
On Scale and Dedicated we periodically verify a restore, meaning we actually restore a backup into a scratch environment and confirm it comes back. Restore on request is included on every plan during support hours.
We publish backup frequency and retention. We do not publish a restore time, because an honest one depends on how much data there is on the day you ask.
Patching
Runtime, container base images, and platform dependencies are patched on a regular maintenance schedule. Critical vulnerabilities are patched out of cycle.
Dependencies inside your own application code are your responsibility, unless you also hold a development agreement with us.
Support
Standard support hours are Monday through Friday, 9:00 AM to 5:00 PM MST, excluding US federal holidays. MST is fixed year round, so that hour does not move when the clocks change.
Channels and response targets are set by plan, and they are targets rather than guarantees. The full breakdown is on thesupport page.
Data export
At any time, on request, we provide a complete export of your database and uploaded files in a standard format, within ten business days. This is unconditional, and it survives cancellation for thirty days.
There is no exit fee and no negotiation attached to it. We would rather earn the renewal.
Availability
We target 99.9% monthly availability for the platform and use commercially reasonable efforts to meet it. Availability excludes scheduled maintenance, customer application code, third-party services the application depends on, and DNS or domain issues outside our control.
Scheduled maintenance runs Sundays, 10:00 PM to 2:00 AM MST. Anything expected to cause downtime gets 72 hours of notice by email. Emergency security maintenance may happen without notice.
What is not included
This section is not a weakness. It is the part that proves the rest of the page is real.
- Application code changes, new features, or bug fixes in your code
- Content updates, design changes, SEO work
- Email hosting or deliverability
- Third-party service accounts your application calls out to
- Domain registration or renewal fees
- Training on the application itself
- Data recovery from customer-initiated deletion beyond the retention window
- Compliance certification (HIPAA, SOC 2, PCI) unless on Dedicated with a specific written agreement
Everything on that list is available under a development agreement or as billable platform hours.