Admin & setup
Cradle availability and service level
What level of uptime can you expect from Cradle?
Our own services
Cradle aims to provide continuously available services. We don't want you to ever miss a phone call. We monitor our systems around the clock, and publish incident updates to status.cradle.io when something goes wrong.
We respond to incidents quickly: within one hour between 8:00 am and 8:00 pm New Zealand time, and within four hours outside those hours. We run redundant systems so a single component failure does not take the service down.
Our supplier services
Cradle relies on a network of third-party carriers, cloud infrastructure providers, and identity providers. If one of those suppliers has an outage, we will help where we can, but the underlying issue is outside our control. Any incidents that affect customers are posted to status.cradle.io.
Your existing services
Cradle also relies on your own internet connection, firewalls, and your work-account provider (Google Workspace or Microsoft 365). If one of those has an outage, your IT team will need to lead the response. We can help triage the symptoms, but we can't fix an outage in another provider's network.
Liability
Cradle doesn't enter into SLAs with customers without a specific agreement in place. No liability is accepted outside our standard terms of service.