My operational commitments — availability, support, incident handling and security posture.
This page sets out the operational standards I commit to when running Northfield Spaces. It complements the Terms of Service by giving you a clear, written view of how the Service is operated day-to-day.
I target a monthly platform uptime of 99.5%, measured outside of scheduled maintenance windows. Scheduled maintenance is communicated where practicable, typically outside UK business hours.
Email support is available Monday to Friday, with a first-response target of one business day. Priority and Enterprise plans receive expedited handling.
Incidents are triaged on severity: Severity 1 (platform-wide outage) is acknowledged within 60 minutes during business hours and as soon as possible outside; Severity 2 (significant degradation) is acknowledged within 4 business hours; lower-severity issues follow the standard support response.
Material platform changes are tested, documented and announced. Breaking changes are minimised and, where unavoidable, are notified in advance with migration guidance.
Encryption in transit (TLS) and at rest. Role-based access control. Audit logging across the platform. Backups taken regularly and tested. Administrative access restricted and protected with multi-factor authentication.
You can export your data in standard formats at any time. There is no platform-imposed lock-in on the data you have created or uploaded.
I track operational metrics monthly and review them against these standards. Where standards are not met, root causes are identified and addressed. Where standards can be improved, they are.