Service status
Last updated: see the version banner at the top of this page.
This page describes how to check the real-time operational status of ItsSuite and how we communicate during incidents.
Live status
The live status dashboard tracks uptime, response time, and any ongoing incidents across the marketing site, the tenant app, the API, the WhatsApp dispatcher, and the inbound webhook receiver.
Status dashboard: (coming soon — will be hosted at status.itssuite.com)
Until the public dashboard goes live, the source of truth is the Status announcement category inside the tenant app. Major incidents are published there with timestamps and updates as the situation evolves.
Subscribing to status updates
Workspace owners and admins receive status announcements by default. Other roles can opt in from Settings → Notifications → Status. Public RSS / email subscriptions will be available once the public dashboard is live.
Service-level commitments
| Tier | Uptime target | Response-time target (95th percentile) |
|---|---|---|
| Free / Starter | Best effort | N/A |
| Growth | 99.5% monthly | < 1s on the inbox surface |
| Scale | 99.9% monthly | < 600ms on the inbox surface |
| Enterprise | Custom; negotiated in the agreement | Custom |
Uptime is measured against the tenant app (the workspace UI and the API), excluding scheduled maintenance announced at least 48 hours in advance.
Incident severity
| Severity | Definition | Customer notification |
|---|---|---|
| SEV-1 | Outage affecting message delivery or sign-in for >5% of customers | Within 15 minutes via in-app banner + email |
| SEV-2 | Degraded performance affecting a non-critical surface (e.g. analytics, exports) | Within 60 minutes via in-app banner |
| SEV-3 | Minor issue, single-workspace impact | Direct communication; no broadcast |
Maintenance windows
We try to avoid customer-visible maintenance. When unavoidable, we schedule windows for Saturday 22:00 to Sunday 02:00 SAST and announce at least 48 hours in advance. Routine deployments use rolling updates with zero downtime.
Past incidents
Post-incident reviews of confirmed SEV-1 and SEV-2 incidents will be published on the status dashboard when it goes live.
Contact
For operational concerns email support@itssuite.com. For media inquiries during a public incident email press@itssuite.com.
Placeholder — replace with a link to the live status dashboard (status.itssuite.com) once it is published.