Support and Availability

1. Support

Support is included in every paid plan and every trial, at no extra cost.

Support covers helping you use GIMLabs, investigating problems, and fixing faults on our side. Guides and reference material are available any time at docs.gimlabs.io.

2. What is not included

The following are available as separately priced professional services. We will always agree the scope and price with you in writing before starting:

• training sessions and onboarding beyond getting you started;
• building templates, configurations or calculation sheets to your specification;
• migrating data from another system; and
• on-site visits.

3. Availability

We aim for GIMLabs to be available 99.5% of the time, measured each calendar month across our web apps.

This is a target we hold ourselves to, not a guarantee, and we do not offer service credits if we miss it. Our liability is set out in our Terms of Service.

The target does not include:

• planned maintenance, as described below;
• problems with your own network, devices or internet connection;
• failures of third-party services outside our control, such as map tile or geological data providers; and
• features we have labelled beta or preview.

The mobile app is designed to work offline on site and to sync when a connection returns, so a brief outage should not stop field work.

4. Maintenance

Most updates are released with no downtime. When we do need a maintenance window, we schedule it outside UK business hours, normally between 22:00 and 02:00 UK time, and aim to give at least 2 business days’ notice by email to your administrators.

Occasionally we may need to carry out urgent maintenance at short notice, for example to fix a security issue. We will tell you as soon as we can.

5. When things go wrong

If there is an incident affecting the service, we will email affected customers’ administrators to say what is happening and keep them updated until it is resolved. For a significant incident we will follow up with an explanation of what went wrong and what we have done to stop it happening again.

6. Backups

We take regular automated backups of the platform so that we can recover from a failure on our side. Backups protect the service as a whole and are not a way to retrieve individual records you have changed or deleted, so please export anything you want to keep your own copy of.