Maintenance policy

Keeping infrastructure healthy means regular, planned maintenance. This policy explains how and when we do it, and how we keep disruption to a minimum.

Planned maintenance

Routine maintenance — patching, updates and improvements — is scheduled in advance, performed in low-traffic windows wherever possible, and notified to you beforehand. Most of it has no visible impact.

Notice & windows

For maintenance that may briefly affect a service, we give advance notice and agree a window with you. Planned maintenance windows are excluded from uptime calculations under your SLA.

Emergency maintenance

Occasionally a critical security fix cannot wait. In those cases we act quickly to protect you, keep you informed throughout, and explain afterwards what we did and why.

Change control

Significant changes follow a documented change process with risk assessment and a rollback plan, so maintenance never becomes the cause of an incident.