# Support hours and service levels

When support answers, what we commit to and what we don’t, and what keeps working when nobody answers. We publish no availability figure and no guaranteed reply time: this page says what there is instead.

## Support hours {#hours}

There are no fixed support hours yet. NeverWiped is run by one person, who reads and answers messages as they come in, without a set schedule. This paragraph will give the days and hours once they are set.

Write in English, French or Spanish, from your account’s e-mail address, or from the server with `neverwiped feedback --kind help`. More: [how to contact support](/docs/help#support).

## Reply times {#reply}

We don’t promise a reply time. Messages are read in the order they arrive, except that anything that blocks a backup or a restore, or puts data at risk, is read first.

Vulnerability reports follow their own process, with published acknowledgement times: see [report a vulnerability](/security#report-process).

## What we commit to {#commitments}

- **Availability**: we take reasonable steps to keep the service available, without guaranteeing permanent availability. Maintenance is scheduled outside the usual backup hours (about 1 to 6 a.m. server time) where possible, and announced in advance. A backup missed during an interruption runs at the next scheduled time, or you start it by hand. More: [terms, art. 16](/legal/terms).
- **Data breach**: if we become aware of a personal data breach, we notify you by e-mail to the account address within 48 hours, with what we know, and the rest as we learn it. More: [data processing agreement, art. 8](/legal/dpa).
- **During the beta**: no availability commitment at all. Backups are stored on one storage server, with no copy in a second data centre. More: [known limits](/security#limits).
- **No figure**: we hold no certification and publish no availability percentage. More: [what we don’t claim](/security#not-claimed).

## What keeps working without us {#without-support}

- **Backups** start on schedule from your server. Nobody at NeverWiped has to start them.
- **Alerts**: a failed backup, a server with no recent backup and a nearly full storage each send you an e-mail on their own. More: [alert e-mails](/docs/alerts#alerts).
- **Restores** are run by you, on your server, with `neverwiped restore`. No ticket is needed, and support never restores in your place. More: [restore](/docs/getting-started#restore).
- **After a cancellation or a failed payment**, restore keeps working until the stored data is deleted, after a notice by e-mail. More: [refunds and cancellation](/legal/refunds).
- **If NeverWiped stops**, your backups are a standard restic repository you can read with restic alone, while our storage still answers. More: [if NeverWiped disappears](/docs/if-we-disappear).

## Incidents and status {#status}

There is no public status page yet. Your dashboard and the alert e-mails show the state of your own servers. This paragraph will link the status page once it is online.

## What support can and can’t do {#scope}

Support can explain an error, check your account, billing and backup history, revoke the keys of a lost server, and give the steps to move your backups to a new server with `neverwiped recover`. Support can’t read your backups, can’t log in to your server, and can’t rebuild a lost recovery key: if the server is gone and the recovery key too, nobody can read those backups. Never send `/etc/neverwiped/config.json`, `repo.key` or your recovery key: nobody at NeverWiped needs them. More: [lost your recovery key?](/docs/encryption#lost) and [still stuck?](/docs/errors#support).