---
title: Service Availability & Monitoring
slug: service-availability-and-monitoring
createdAt: 2026-03-23T17:40:48.777Z
---

## 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

:::hint{type="info"}
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).