This page describes the availability and support levels Blucript aims to deliver. These are operational targets, not contractual guarantees. No service credits or financial remedies apply if a target is not met. Nothing on this page varies the Terms of Service, which govern your use of the Service, including the disclaimers in Section 16 and the limitations in Section 15.
The Blucript platform is hosted on Google Cloud in the me-central1 (Doha, Qatar) region. The architecture uses a high-availability database with synchronous replication across two zones and automatic failover, stateless application instances managed by a regional instance group with automatic health checking and instance replacement, and autoscaling to absorb demand.
We target 99.9% monthly availability for the platform, measured across our application and API endpoints.
The following are not counted as unavailability:
Routine platform updates are deployed using a rolling process in which a new instance must pass a health check before the previous one is removed, so they do not normally require downtime.
Business-hours coverage is Sunday to Thursday, 8:00am to 5:00pm (Qatar time). Critical issues are covered outside these hours as set out below. Additional channels may be agreed in writing for specific accounts.
| Severity | Description | Response target | Coverage |
|---|---|---|---|
| Sev 1 — Critical | Platform or service down; no workaround | Within 1 hour | 24×7 |
| Sev 2 — High | Core feature impaired; significant business impact | Within 4 business hours | Business hours |
| Sev 3 — Medium | Minor issue; workaround available | Within 1 business day | Business hours |
| Sev 4 — Low | General query or cosmetic issue | Within 2 business days | Business hours |
“Response” means our first substantive reply from a person, not an automated acknowledgement. These are targets we work to, not guarantees.
We prioritise critical issues until they are resolved and keep you updated throughout. Because resolution time varies with the complexity of the issue, we do not commit to a fixed resolution window. Our commitment is to fast response and continuous progress until the issue is fixed.
Some issues originate with other providers rather than with Blucript infrastructure — for example message delivery failures, WhatsApp account or API outages, data centre incidents, or internet connectivity problems. Examples of such providers include Meta and WhatsApp, Google Cloud, and network operators.
For these issues we will respond and escalate promptly on our side, but resolution timing is outside our direct control and is not counted against the targets on this page.
We may update these Service Commitments from time to time. Updates will be posted on this page with a revised “Last updated” date.
Blucript Technology Trading and Services LLC
Doha, Qatar