{"slug":"platform-sla","title":"Service Availability","description":"DanubeData runs on enterprise-grade dedicated hardware in Hetzner's Falkenstein (Germany) datacenter and is engineered for high availability. This page explains how we approach availability, maintenan...","section":"Platform","url":"https://docs.danubedata.ro/platform-sla","markdown_url":"https://docs.danubedata.ro/platform-sla.md","breadcrumbs":[{"title":"Platform","slug":null},{"title":"Service Availability","slug":"platform-sla"}],"headings":[{"level":1,"title":"Service Availability","id":"service-availability"},{"level":2,"title":"Availability commitments","id":"availability-commitments"},{"level":2,"title":"Scheduled maintenance","id":"scheduled-maintenance"},{"level":2,"title":"Building for availability","id":"building-for-availability"},{"level":2,"title":"Data protection","id":"data-protection"},{"level":2,"title":"Incident response","id":"incident-response"},{"level":2,"title":"Support","id":"support"},{"level":2,"title":"Related Documentation","id":"related-documentation"}],"format":"markdown","word_count":391,"content":"# Service Availability\n\nDanubeData runs on enterprise-grade dedicated hardware in Hetzner's Falkenstein (Germany) datacenter and is engineered for high availability. This page explains how we approach availability, maintenance, and support — and what you can do to maximize uptime for your own workloads.\n\n## Availability commitments\n\nDanubeData does not currently offer a contractual SLA with uptime percentages or service credits. We focus on transparency and engineering instead:\n\n- **Public status page** — [status.danubedata.ro](https://status.danubedata.ro) with real-time component status, incident history, and maintenance schedules\n- **Proactive monitoring** — the platform is continuously monitored with automated alerting\n- **Incident communication** — significant incidents are posted to the status page as they unfold, with post-incident summaries for major events\n- **Support** — via the dashboard ticket system and support@danubedata.ro\n\nIf your use case requires contractual availability guarantees, contact support@danubedata.ro to discuss your requirements before onboarding.\n\n## Scheduled maintenance\n\n- Maintenance that may impact customer workloads is announced in advance on the status page and via dashboard notifications\n- Windows are scheduled during off-peak hours and designed for minimal or no impact\n- Emergency maintenance (e.g. critical security patches) is performed with as much notice as circumstances allow and documented afterwards\n\n## Building for availability\n\nMaximize the availability of your own workloads:\n\n1. **Use replicas** — managed databases and caches support read replicas\n2. **Run multiple instances** — spread stateless workloads across several VPS or serverless containers\n3. **Enable snapshots** — automated snapshots for VPS, databases, caches, and queues\n4. **Monitor proactively** — use Uptime Checks and Metric Alerts to catch problems early\n5. **Keep backups** — snapshot before risky changes and test your restore path\n\n## Data protection\n\n- Object storage is replicated across multiple physical servers\n- Automated snapshots with configurable retention are available for VPS, databases, caches, and queues\n- Managed services are additionally backed up at the platform level\n\n## Incident response\n\n1. **Detection** — automated monitoring and alerting\n2. **Communication** — status page updated as the incident unfolds\n3. **Mitigation and resolution** — worked continuously until service is restored\n4. **Post-incident review** — significant incidents receive a public summary\n\n## Support\n\n- **Dashboard tickets** — the fastest route; tickets are tied to your account and resources\n- **Email** — support@danubedata.ro\n- Phone support is not offered\n\n## Related Documentation\n\n- [Platform Infrastructure](https://docs.danubedata.ro/platform-infrastructure)\n- [Platform Security](https://docs.danubedata.ro/platform-security)\n- [Monitoring Overview](https://docs.danubedata.ro/monitoring-overview)\n- [Database Replicas](https://docs.danubedata.ro/databases-replicas)\n","prev":{"title":"Security","slug":"platform-security","url":"https://docs.danubedata.ro/platform-security","markdown_url":"https://docs.danubedata.ro/platform-security.md","json_url":"https://docs.danubedata.ro/platform-security.json"},"next":{"title":"Data Centers","slug":"platform-datacenters","url":"https://docs.danubedata.ro/platform-datacenters","markdown_url":"https://docs.danubedata.ro/platform-datacenters.md","json_url":"https://docs.danubedata.ro/platform-datacenters.json"},"index_url":"https://docs.danubedata.ro/index.json"}