Service Availability & Monitoring

service availability we ensure 24/7/365 availability of the web administration and remedy all defects or malfunctions on our side, within the defined maintenance and downtime windows maintenance windows yieldigo may temporarily limit or shut down services when necessary to perform system maintenance or software updates deploy new features or improvements implement security updates or mitigations respond to security incidents or cyber attacks monitoring and alarm management the platform is continuously monitored by the service desk to ensure stable operation and fast issue detection if a monitored metric underperforms an automatic alert is generated the issue is assigned to a service desk agent critical cases are escalated to the service desk manager critical monitored areas include data feed imports (buying prices, selling prices, transaction data) price review opening and export custom reports competitor indexes this monitoring allows early detection of issues and proactive remediation incident handling incidents are handled during the support hours of the selected package sla response and resolution clocks run only within active support hours they pause outside them and resume at the start of the next support hour business days are monday–friday weekends are non business days only 1 january and 24–26 december are treated as non business holidays all other czech public holidays are regular business days with full support coverage for the authoritative definition, see bank holidays & support hours docid 1vkvphy5s8vl7oivuf0me