Service Level Agreement and Support Guarantees

Platform Availability

Server Scout is designed with high availability in mind, utilising redundant infrastructure hosted within the European Union. Our dashboard at app.serverscout.ie and API services are built on resilient hosting architecture to minimise downtime and ensure consistent access to your monitoring data.

Whilst we strive for maximum uptime, we do not guarantee 100% availability. Brief maintenance windows may occasionally be necessary for system updates and improvements. However, our agent includes intelligent spooling functionality, which means that even if the dashboard is temporarily unavailable, your monitoring data continues to be collected locally and is transmitted once connectivity is restored — ensuring no data loss during maintenance periods.

Support Response Guarantees

AI Support Response

Our AI support bot provides initial responses to support tickets within approximately 1 minute. This automated system can instantly provide relevant knowledge base articles, troubleshooting steps, and solutions to common queries around the clock.

Human Support Response

For tickets that require human attention, our support team provides first responses within 24 hours during business days (Monday to Friday, Irish timezone GMT/IST). Please note that we do not provide weekend or holiday coverage for human support responses.

Escalated Tickets

When a ticket is escalated to our technical team, it receives priority review within 24 hours on business days. Escalated tickets are handled by senior team members who can address complex technical issues or account-specific concerns.

Data Retention Policy

Server Scout maintains your monitoring data according to the following retention schedule:

  • Raw metrics: 24 hours of high-resolution data
  • Averaged metrics: 7 days of consolidated monitoring data
  • Notification history: 30 days of alert and notification records

This tiered approach ensures you have access to detailed recent data whilst maintaining efficient storage and optimal dashboard performance.

Data Residency and Security

All Server Scout data is stored exclusively on EU-hosted infrastructure, ensuring your monitoring information remains within European Union boundaries. This approach supports compliance with data protection regulations and provides predictable data jurisdiction.

Security Commitments

We maintain robust security measures across our platform:

  • TLS encryption for all data in transit
  • Encryption at rest for stored data
  • HttpOnly session cookies to prevent client-side access
  • SSRF-protected webhooks to prevent server-side request forgery
  • SHA-256 agent integrity verification to ensure your monitoring agent hasn't been tampered with
  • 2FA availability for additional account security

What We Don't Guarantee

In the interest of transparency, it's important to understand the limitations of our standard service level:

  • 100% uptime is not guaranteed — no cloud service can honestly promise this
  • Immediate human support outside business hours
  • Weekend or holiday support coverage for human responses
  • Phone support — we operate exclusively through our ticketing system

Enterprise Service Level Agreements

For organisations requiring formal SLA commitments with specific uptime guarantees, guaranteed response times, and financial remedies for service level breaches, we offer enterprise plans with custom SLA arrangements.

Enterprise SLAs can include:

  • Specific uptime commitments with financial remedies
  • Guaranteed human response times (including out-of-hours options)
  • Priority technical support queues
  • Dedicated account management
  • Custom data retention periods

Contact our support team to discuss enterprise SLA requirements and pricing.

Escalation Paths

If you're not satisfied with the initial support response or feel your issue requires senior technical attention, simply reply to your existing support ticket requesting escalation. Our team lead will review escalated tickets and ensure appropriate resources are assigned to resolve your concern.

Getting Support

Remember that support is available through tickets only — we don't offer phone support. You can create tickets directly from the Server Scout dashboard or by emailing our support team. Our AI-first approach means you'll typically receive immediate assistance, with human expertise available when needed.

For any questions about our service levels or to discuss enterprise SLA options, don't hesitate to reach out through our support system.

Frequently Asked Questions

What are ServerScout's support response time guarantees?

ServerScout's AI support bot provides initial responses within approximately 1 minute. Human support responses are guaranteed within 24 hours during business days (Monday to Friday, Irish timezone). Escalated tickets receive priority review within 24 hours on business days. Weekend and holiday coverage is not provided for human support.

Does ServerScout guarantee 100% uptime?

No, ServerScout does not guarantee 100% uptime as no cloud service can honestly promise this. However, the platform is designed with high availability using redundant EU infrastructure. The monitoring agent includes intelligent spooling to prevent data loss during brief maintenance windows by collecting data locally and transmitting once connectivity is restored.

How long does ServerScout retain monitoring data?

ServerScout uses a tiered data retention approach: raw metrics are kept for 24 hours with high resolution, averaged metrics are stored for 7 days as consolidated data, and notification history is maintained for 30 days. This ensures access to detailed recent data while maintaining optimal dashboard performance.

Where is ServerScout data stored and is it secure?

All ServerScout data is stored exclusively on EU-hosted infrastructure within European Union boundaries. Security measures include TLS encryption for data in transit, encryption at rest, HttpOnly session cookies, SSRF-protected webhooks, SHA-256 agent integrity verification, and 2FA availability for additional account security.

What enterprise SLA options does ServerScout offer?

ServerScout offers custom enterprise SLA arrangements that can include specific uptime commitments with financial remedies, guaranteed human response times including out-of-hours options, priority technical support queues, dedicated account management, and custom data retention periods. Contact support to discuss requirements and pricing.

How do I escalate a support ticket with ServerScout?

To escalate a support ticket, simply reply to your existing support ticket requesting escalation. The team lead will review escalated tickets and ensure appropriate senior technical resources are assigned to resolve your concern. Escalated tickets receive priority review within 24 hours on business days.

What support channels does ServerScout provide?

ServerScout provides support exclusively through their ticketing system - phone support is not offered. You can create tickets directly from the ServerScout dashboard or by emailing the support team. The AI-first approach provides immediate assistance, with human expertise available when needed during business hours.

Was this article helpful?

Related Articles