Service Commitments
Last updated 23 October 2026
Who we are. Vitrio is a trading name of Vitrio Limited, a company registered in England and Wales under company number 17515286. We are based in Sheffield, United Kingdom. You can reach us at ebujoe007@gmail.com.
This page sets out what you can expect from Vitrio day to day. The figures are targets we work to and report against honestly. They are not guarantees, and they do not create service credits unless your Order Form says so. See section 8 of the Terms of Service.
Availability
- Target: the application is available at least 99.5% of the time in each calendar month, not counting planned maintenance.
- Live status: our status page checks the database and cache as you load it and lists any incident we have posted.
- Incidents: for an outage or serious fault we post a notice on the status page, update it as we learn more and publish what happened and what we are changing once it is fixed.
Maintenance
Most updates happen without downtime. If a change needs the service to be unavailable we tell customers' administrators at least 48 hours ahead and choose a quiet time, normally outside UK and West African working hours. Urgent security fixes may be applied sooner, and we will explain afterwards.
Support
| Type of request | First reply target |
|---|---|
| Service unavailable or a fault that stops laboratory work | Within 4 working hours |
| A feature is not working as described, with a workaround available | Within 1 working day |
| Questions, requests and ideas | Within 2 working days |
Working hours are 09:00 to 17:30 UK time, Monday to Friday, excluding public holidays in England. Reach us through the Support page or at ebujoe007@gmail.com. Please include the page you were on and what you expected to happen.
Backups and recovery
- The database is backed up automatically every day, and backups are kept for 30 days.
- We aim to restore service within 8 hours of a serious failure and to lose no more than 24 hours of data.
- We test that backups can be restored and record the result.
Security and privacy
How we protect data is described on the Security page and in Annex 2 of the Data Processing Agreement. If a breach affects your data we tell you within 48 hours of becoming aware of it.
Your data
You can export your data from the application at any time. When an agreement ends we keep an export available for 30 days and then delete your data from live systems within 90 days of the end date.
What is outside these commitments
Problems caused by your own network or devices, by third-party services you connect, by planned maintenance we announced, by something you or your users did contrary to the Terms, or by events outside our reasonable control.