Trust
Status & SLA
Last updated: July 21, 2026
What we commit to on uptime and support, and how to reach us when something breaks. A live status page is on the roadmap; today's status and incident history is available on request while we finalize the public feed.
Current status
Platform: Operational
For real-time status inquiries, email help@cifis.org.
Uptime commitment
- Target: 99.9% monthly availability for the platform and API.
- Excluded: scheduled maintenance (announced ≥48 hours in advance), force majeure, upstream provider outages, and customer-caused issues.
- Formal SLA: Enterprise and Network customers can request a signed SLA with service credits as part of their agreement.
Support tiers
| Tier | Channels | First response | Escalation |
|---|---|---|---|
| Community | 2 business days | Standard queue | |
| Professional | 1 business day | Standard queue | |
| Enterprise | Email + shared channel | 4 business hours | Named account manager |
| Network | Email + shared channel + phone | 2 business hours (P1) | Executive escalation path |
Business hours are 9:00 AM–6:00 PM ET, Monday–Friday, excluding US federal holidays. P1 = platform-down or data-integrity incident.
Reporting an incident
Email help@cifis.org with the subject "Incident report" and include your organization, the affected workspace, and a short description. Enterprise and Network customers should also use their shared support channel.