Operations
Service Availability and Support Policy
This policy explains how StreamPilot approaches availability, support, maintenance and incidents for the StreamPilot website, Panel, APIs, scheduling, recording automation, storage, billing integrations and managed app services.
1. Availability target
StreamPilot aims to provide reliable commercial service on a best-efforts basis. Our internal target is to keep core platform services available during normal operation, but this is a target, not a guarantee or service credit commitment. StreamPilot does not guarantee uninterrupted service, streaming, API access, recording automation, scheduling, storage access, app availability or app update delivery.
2. What affects availability
Availability may be affected by planned maintenance, emergency maintenance, hosting issues, database issues, network routing, DNS, third-party outages, Stripe, Apple, Google, email providers, customer stream hosts, customer internet connections, media encoding problems, storage limits, abuse prevention, security incidents, customer configuration errors or force majeure events.
3. Planned maintenance
We may carry out planned maintenance to deploy updates, improve security, repair data, upgrade infrastructure, maintain recording systems, update app build tooling or improve reliability. Where practical, we will schedule disruptive maintenance outside peak business hours and provide notice for material interruptions.
4. Emergency maintenance
Emergency maintenance may be carried out without advance notice where needed to protect security, data integrity, billing integrity, infrastructure, customer accounts, APIs, recording automation, apps or third-party integrations.
5. Support channels
Support is provided primarily by email at hello@streampilot.co.uk. We may also use agreed direct channels for active managed app launches or enterprise arrangements. Support does not include 24/7 telephone cover unless agreed in writing.
6. Response expectations
| Priority | Examples | Target initial response |
|---|---|---|
| Critical | Panel unavailable for multiple customers, severe security issue, billing checkout failure affecting all users. | Best efforts same business day. |
| High | Single customer unable to access Panel, API failure affecting live service, recording automation failure for active account. | Best efforts within 1 business day. |
| Normal | Configuration help, app update query, plan question, minor bug, content issue. | Best efforts within 2-3 business days. |
| Low | Feature request, advisory question, cosmetic issue. | Best efforts when scheduled. |
These are response targets, not guaranteed resolution times.
7. Incident handling
For significant incidents, we aim to identify impact, stabilise the service, protect customer data, restore core functionality, communicate where appropriate and review root causes. Some incidents may require third-party action before resolution.
8. Customer responsibilities
Customers must maintain accurate contact details, monitor their own stream source, keep credentials secure, report suspected issues promptly, provide enough detail for diagnosis, maintain required developer account access for managed apps and keep their own copies of important media and content.
9. Exclusions
Support does not include guaranteed listener numbers, audience growth, music licensing, third-party stream hosting support, Apple/Google approval guarantees, custom development, emergency content editing, device-specific listener support or recovery of customer-deleted content except where we agree otherwise.