1Two ways to run CODED.
- Managed Service
- For Subscription Licence clients. We host, monitor, maintain, update and support the System, end to end, as one service.
- Maintenance and Support Plan
- For Company Licence holders. The Client owns its licence outright, and we keep its System hosted, maintained, updated and supported under a plan.
2Hosting
We take care of hosting. Each System runs on infrastructure from partners we choose for that System's needs, such as performance, data location and scale, and our team manages it on the Client's behalf.
- Monitored continuously
- Backed up daily
- Kept current with security updates
3Availability and resilience
Every System is designed and run for continuous availability. The systems we run have had no unplanned downtime since 2010.
- Redundant links keep systems reachable if a connection or route fails
- If a site loses its connection, the System keeps working offline and syncs everything automatically once the connection returns, so no work is lost
- Planned maintenance is scheduled outside business hours wherever possible, with notice to the Client
Availability can be affected by events outside our control, such as failures of public networks, power or other providers' services. When that happens, we act at once to keep the System working and to restore full service.
4Support
Every client has dedicated support channels on CODED.'s own support system, answered by our support agents.
- Channels
- Email or WhatsApp chat, whichever suits the Client's team.
- How it works
- Live: each request reaches an agent directly and is tracked until it's resolved.
- Hours
- Weekdays, 08:00 to 16:00, South African time.
5After-hours emergencies
For an outage or a critical issue outside support hours, the Client raises an emergency through the emergency function in its client portal. Emergencies go straight to our team for immediate attention.
6How issues are prioritised
- Critical
- The System, or a core part of it, is unavailable, or data is at risk. Handled first, including after hours through the emergency function.
- High
- An important function isn't working and there's no reasonable workaround.
- Normal
- Something isn't working as it should, but there's a workaround.
- Request
- A question, a change request or new access.
7Maintenance and updates
We maintain each System and the CODED. Platform beneath it: fixes, security updates, performance improvements and new platform capabilities as they're released.
- Managed Service: we apply updates, with notice for anything that changes how people work
- Maintenance and Support Plan: updates are applied to the Client's System as the plan sets out
8Changes and new work
New modules, features and significant changes are scoped and agreed with the Client before work begins, in line with your agreement.
9What support doesn't cover
- Problems caused by changes to a System made by anyone other than us
- Faults in other providers' services, devices or networks outside our control, though we'll help you work with the provider
- Use of a System against our Acceptable Use Policy or the Client's agreement
10What we ask of clients
- Name the people who may raise requests and approve changes
- Report issues through your support channel, with as much detail as you can
- Keep sign-in details secure, and tell us at once if you suspect misuse
- Give three months' written notice to cancel a subscription or plan