Reliability, Backups and Uptime

What's your uptime SLA?

99.9% on Business plans (8.76 hours of permitted downtime per year). 99.95% on Enterprise. SLA credits apply when missed — typically 10% of monthly fee per 0.1% missed, up to 50% credit.

How often are backups taken?

Database: continuous (point-in-time recovery to any moment in the last 7 days; daily snapshots retained 30 days)
File storage: replicated to two zones in-region; daily snapshots retained 30 days
Audit log: triple-replicated, immutable, retained for tenant lifetime

Can I restore deleted documents?

Yes — soft-deleted documents stay in the Recycle Bin for 30 days (configurable). After 30 days, they're permanently deleted from primary storage; for 7 more days they're recoverable from backup via support ticket.

What's your disaster recovery RTO/RPO?

RTO (Recovery Time Objective): 4 hours for full region failover. RPO (Recovery Point Objective): 5 minutes (continuous replication).

Where's the status page?

status.papyrus.io — real-time service status, incident history, scheduled maintenance windows. Subscribe to RSS or email updates.

How do scheduled maintenance windows work?

Announced at least 48 hours in advance via the status page and email to Tenant Admins. Typically Sunday 02:00-04:00 EAT (Africa/Nairobi). Most maintenance is non-disruptive (rolling deploys); rare disruptive maintenance is flagged separately.

What if I need help during an outage?

Status page first
For paying customers: in-app support is unavailable during outages, so contact support@papyrus.io directly
Enterprise customers have a hotline number

Do I have control over my own backups?

You can export your data at any time via Admin → Export Tenant Data (full export including documents, metadata, audit log). Useful for keeping an offline cold-backup.

Is data encrypted?

Yes. AES-256 at rest, TLS 1.3 in transit. Per-tenant encryption keys; key rotation runs annually with no downtime. Enterprise tenants can use Customer-Managed Keys (CMK) for bring-your-own-key control.