Due diligence
Availability and support
What we promise, how it is measured, and what happens when something goes wrong.
Service levels
| Availability | 99.5% each calendar month |
|---|---|
| Credits | 10% of the month’s fees below 99.5%, 25% below 99%, 50% below 95% |
| Leaving | Three months in a row below 99%: the lender may terminate at once |
| Maintenance | 48 hours’ notice, outside 7am–7pm on business days, at most four hours a month |
| Status | Live, with 90 days of history: app.creditcresttechnologies.com.au/status |
Support
| Hours | 9am–5pm Sydney time, business days, by email to support@creditcresttechnologies.com.au |
|---|---|
| Acknowledged | Within one business day |
| Unavailable | Worked on as soon as we know, in or out of hours |
| A wrong figure | Worked on until resolved; if it affected decisions already made, we find which ones, at our cost |
Continuity
- No server of our own: the software runs across Cloudflare’s network, and a failed location is routed around.
- Every release can be rolled back to the one before in minutes.
- A lender’s records are in its own database. If Creditcrest stopped, its records, evidence and signed documents would still be its own and readable.
- Any change that moves a figure the software produces is announced before it takes effect, with what moved and why.
Incidents
An outage or a security incident is worked on at once, the affected lenders are told what happened and what it touched, and a written account follows. A breach touching a lender’s data is notified within 24 hours.