Here you can read about the efforts we make to ensure that the availability of your forms is as high as possible, how data loss is prevented, what guarantees we provide and where you can go for support.
Support
During our service hours, from 8:00 to 16:00 GMT (except Saturdays, Sundays and public holidays), we are available for support.
This support includes advice by phone or e-mail on the use and functioning of Formdesk. Support is only available to contacts registered with the account.
For business subscribers, a Formdesk specialist will contact you within 2 working days. For standard subscribers, there is no maximum response time.
Planned maintenance
Planned maintenance for which we expect an interruption in the availability of Formdesk for more than 5 minutes will be announced by email at least 3 working days in advance. This message contains the following points:
- the start time of the planned maintenance;
- the expected duration of the work in question, insofar as it completely interrupts the operation of Formdesk;
- the nature of the expected interruption of Formdesk.
The expected duration of the maintenance over a period of one year is 1 hour.
The start time of the planned maintenance will, where possible, take place outside the usual office hours in the Netherlands (09:00-17:00).
Availability and guarantee
We strive to make Formdesk available with as little interruption as possible.
Our service is interrupted if:
- there is a deviation from the specifications that prevents normal use of Formdesk;
- an interruption occurs for longer than 5 minutes;
- the interruption is not the result of planned maintenance.
If you have taken out a business subscription, we guarantee an availability percentage of your forms of 99.5%. This percentage is measured over a calendar month. For each month in which we are unable to meet this guarantee due to a circumstance attributable to us, you can request us to credit the subscription for that month up to 2 weeks after the month in question.
Fault prevention
All Formdesk servers and network equipment are of high quality and are redundant. The servers are equipped with redundant power supplies, hard disks and network connections so that a server continues to function even if a component fails. The data center provides a 2N electricity supply (and guarantees 99.999% uptime) and the carrier a redundant internet connection.
Data is stored in a data cluster consisting of 3 nodes and a replication node. Nodes can fail without the cluster going down. An (encrypted) backup is made daily of the complete databases. This backup is stored internally for 1 month. A copy is placed externally with a retention time of 3 days. In combination with binlogs, a point in time recovery can be performed up to 3 days back.
New versions of Formdesk are carefully tested before they are put into production. Planned production takes place outside the usual office hours in the Netherlands (09:00-17:00). There is a rollback procedure available to undo the installation and return to the latest stable version of Formdesk.
Fault detection
The correct functioning of the application, databases and network equipment is continuously and automatically monitored. An engineer is on standby 24×7. In the event of calamities, the engineer on duty is automatically notified.
If you experience a malfunction yourself, you can make an emergency call via our contact form, after which our engineer on duty will be automatically notified. You can also reach us by phone during service hours.
Fault recovery
In the event of disruptions in the use of Formdesk, we will classify the disruption in a priority class according to the severity of the inconvenience caused and carry out the associated activities in accordance with the table below.
| Priority class | Situation | Action |
| I | Formdesk is not usable. This has a critical impact on the production environment requiring immediate recovery. |
Immediately after notification, all activities that must lead to a solution are undertaken and this is continued permanently until an acceptable solution is available or until it becomes apparent that further investigation, possibly with third parties, is necessary. |
| II | Formdesk is operational but under severe restrictions. The situation requires a speedy recovery. | As soon as possible, but within 8 working hours, those activities that must lead to a solution will be undertaken. |
| III | Formdesk is operational on a limited basis. | Within 3 working days of notification, activities will be undertaken that should lead to a solution. |
| IV | There are requests for improvements in Formdesk due to deviations from the specifications. | We will assess the request for improvement of Formdesk and, if the request is granted, we will draw up a schedule to carry out the maintenance. |
Troubleshooting procedure
Outage procedures have been set up to resolve an outage as quickly as possible.
For all outages, if an outage is not (expected to be) resolved within an hour and the email facility itself is not affected by the outage, the contact persons of the affected accounts will be notified by email. In the event of a Formdesk-wide outage, a message will be sent via https://x.com/formdesk_nl. These media will also be used to keep you informed of the progress of the outage.
