Where to look for live service health, what we publish during an incident, and the windows we commit to under GDPR, DORA and the DPA. Updates to this Trust Center's documentation pages are listed separately on the Updates page; this page is about the running service.
The public service-status feed will be linked from this page. Until the public feed is live, customer administrators receive incident notices through the contact named in your DPA and inside the admin panel. Subscribing to the public feed in addition will be optional and free.
For every customer-affecting incident we publish the time we detected the issue, the customer impact in plain language, the suspected root cause, the mitigation we are applying and an ETA. Updates appear on a fixed cadence until resolution, with a final write-up that adds the verified root cause and the structural mitigation.
Planned maintenance is scheduled outside CET business hours wherever possible and announced in advance. The product is designed so a customer in a different time zone is not woken up by routine maintenance; emergency security patches are an explicit exception and are announced as soon as the patch is decided.
Personal-data breaches are notified to the customer without undue delay, supporting the controller's GDPR article 33 duty of 72 hours. Where the customer is a financial institution in scope of DORA, major-incident notice is delivered inside the windows DORA prescribes, in addition to the GDPR timing. Material changes to the sub-processor list are announced through the Sub-processors page and the DPA contact channel.
For service health: this page (live feed link to follow). For changes to the documentation that governs the service: the Updates page. For everything that affects the contract (terms, DPA, AI Annex, sub-processor list), the matching page on this Trust Center is always the authoritative version, and your personalised PDF in the admin panel carries the matching version stamp.
We usually answer questions from CISOs, DPOs and procurement teams within two working days.
