Service Level Agreement
We run TidyHQ on TidyHQ.
From national sporting organisations to university guilds and grassroots clubs, thousands of teams rely on TidyHQ every day. We take that seriously.
99.0%
Monthly uptime target
AWS Sydney
Hosted with full redundancy
< 1 day
Standard support response
Uptime & availability
We aim to deliver 99.0% monthly uptime for all plans. We’re hosted in AWS Sydney with a modern infrastructure stack and full redundancy built in.
We use a mix of internal monitoring and external tools to track platform health in real time — server-side error rates, ping and port checks, API performance, and browser-level tests. If there’s an issue, it shows up fast.
Check our current status at status.tidyhq.com
What happens if uptime falls below 99%
No one gets this perfect. But if uptime falls below 99% in any given month, we won’t go quiet. Here’s what you can expect:
Incident report
Detailed post-mortem published on status.tidyhq.com
Root cause analysis
Clear outline of what went wrong and what we're doing to prevent it
Priority fix
Internal priority to address underlying issues — not just band-aids
We don’t offer automatic service credits — we’re a growing, independent SaaS company. But we take disruptions seriously, and we’re always happy to talk if an outage impacted your work.
Scheduled maintenance
Most maintenance happens quietly and without interruption. When downtime is needed:
- Low-traffic hours — usually Sunday nights AEST
- At least 48 hours' notice via the Status Page
- As fast and smooth as possible
Support & escalation
We’re small, responsive, and run lean — which means support that’s real, accountable, and rooted in context.
Standard support
All customers
- Mon–Fri, 9am–5pm AEST
- In-app chat + email support
- Response within 1 business day
TidyConnect & Enterprise
Priority support
- Priority handling for critical issues
- Direct escalation to your account contact
- Collaboration with product & engineering
Incident severity & response times
What it means
Platform is down or core system inaccessible
Response target
Response within 4 business hours. Resolution prioritised within 1 business day.
Examples
Login failure, full outage, data corruption
What it means
A key feature is broken for multiple users
Response target
Response within 1 business day. Resolution within 3–5 business days.
Examples
Task system failing, file uploads broken
What it means
Minor bug or degraded experience
Response target
Response within 2 business days. Resolution within 10 business days.
Examples
Slow page, visual bug, sorting issue
What it means
Cosmetic issues or general feedback
Response target
Tracked in product workflow. No guaranteed timeline.
Examples
Text alignment, UI suggestions
Non-urgent issues and feature requests are tracked in our product backlog and reviewed regularly. We don’t promise immediate action — but they won’t disappear into a void.
Security & privacy
All TidyHQ data is stored in AWS Sydney, protected by:
TLS encryption
All data encrypted in transit
Encrypted storage
Uploaded files encrypted at rest
Regular patching
Security patches applied promptly
Access controls
Internal role-based access management
We comply with the Australian Privacy Principles (APPs) and support the needs of organisations working with children, volunteers, and sensitive community data.
Will this SLA change?
Maybe — but we won’t spring it on you. If we update this SLA, we’ll notify all affected customers via email or a clear site-wide message.
Questions?
Reach out to support@tidyhq.com or ping your account manager if you’re on TidyConnect.
We’re not trying to look like a Fortune 500 company.
We’re trying to act like a partner you’d trust to help run one. That means showing up, owning our stuff, and building a platform that makes your work easier — not harder.
Last updated: March 27, 2026
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