Service, Support and Backup Policy
What business customers should expect when PawPlanner needs maintenance, suffers an outage or has to recover information.
Service availability
PawPlanner aims to provide a dependable service, but the standard subscription does not include a guaranteed availability percentage or service credits. Planned maintenance, releases, urgent security work, supplier incidents and internet failures can make all or part of the Service temporarily unavailable.
We will use commercially reasonable efforts to prevent and restore material disruption and, where practicable, communicate planned maintenance or a significant ongoing incident. Estimates are targets, not guaranteed resolution times.
Backups and recovery
PawPlanner maintains risk-appropriate backup and recovery arrangements and periodically tests restoration. Backups are a disaster-recovery control, not an archive of every historical version and not a guarantee that every item can be recovered. A recovery may return the Service to an earlier recovery point, so changes made after that point may be unavailable.
No recovery-point objective or recovery-time objective is contractually guaranteed unless an order says so. Customers should regularly export and securely retain irreplaceable operational, accounting and safety-critical records, while applying their own retention and data-protection duties.
Customer continuity responsibilities
A care business must have a practical continuity plan for internet, power or device failure. Keep an appropriate offline or independently accessible method for today's bookings, emergency and veterinary contacts, medication instructions, addresses, access arrangements and collection authority. Do not use PawPlanner as an emergency service.
Support and incidents
Send support requests to daniel@jenkinsinteractive.com. Include the affected business and a clear description, but never email passwords, payment-card details or unnecessary private care records. Support is provided on a commercially reasonable basis without a guaranteed response time unless an order states otherwise.
If an incident may involve personal data, PawPlanner will follow the Data Processing Addendum and incident procedures. Customers should report suspected compromise promptly and preserve relevant information without circulating it unnecessarily.