Pugpig Support Policy
Written by Benji Weiser
Updated at January 16th, 2026
A.1 - Customer Data Storage. Each Customer has up to 100GB of Data Storage available per App. Kaldor reserves the right to charge the Customer at a reasonable rate for additional Data Storage used by the Customer.
A.2 - Availability. Kaldor shall use commercially reasonable endeavours to make the Pugpig Service available 99.9% of the time, 24 hours a day, 7 days a week, except for:
- i) Maintenance carried out during the maintenance windows published on the Pugpig Developer Site from time to time, during which time the Pugpig software may be updated or upgraded and the Hosting infrastructure may be updated or upgraded;
- ii) Unscheduled maintenance performed outside Normal Business Hours provided that the Supplier has used reasonable endeavours to give the Customer at least 4 Normal Business Hours’ notice in advance.
- iii) Defects or downtime caused by changes made by the Customer to the Pugpig software code or the creation of new custom code by the Customer;
- iv) Downtime due to events outside Kaldor’s control.
A.3 - Back-up Policy. Kaldor shall use commercially reasonable endeavours to perform daily data and content back-ups on a 7 day retention cycle, with retained back-up on the 1st and 15th day of each month on a monthly retention cycle.
A.4 - Technical assistance and support service levels. The Customer may notify technical issues, defects, and any other issues relating to the operation of Pugpig Software or Pugpig Service to Kaldor via the following email address: support@kaldorgroup.com. Kaldor will use commercially reasonable efforts to provide support and resolve issues in the Pugpig Service and the Pugpig Software according to the following levels:
| Priority | Description | Initial response | Resolution target |
|---|---|---|---|
| P1 – Critical | App does not function at all | Within 30 minutes in normal business hours (Enterprise: Within 1 hour outside of working hours) |
As soon as possible |
| P2 – High | App functionality is severely compromised | Within 2 normal business hours (Enterprise: 1 normal business hour) |
Within 1 business day |
| P3 – Medium | Functional defect or non-essential features impaired | Within 3 normal business hours | Within 3 business days |
| P4 – Low | Cosmetic defect or no material impact on service | Within 4 normal business hours | Within 5 working days |
Requests are not covered by SLAs and are acknowledged, scoped, prioritised, and scheduled based on business impact, licence tier, and capacity, with delivery timelines provided on a best-effort basis but not guaranteed.
| Base | Standard | Enterprise | |
|---|---|---|---|
| Support hours | Business hours | Business hours | Business hours + 24/7 for P1 |
| Incident SLAs | Yes (business hours) | Yes (business hours) | Yes (enhanced) |
| P1 (Critical) coverage | Business hours only | Business hours only | 24/7 coverage |
| P2–P4 coverage | Business hours | Business hours | Business hours |
| Initial response target | Within 1 business hour | Within 1 business hour | Within 1 business hour (24/7 for P1) |
| Product & platform support | Core Pugpig platform | Core Pugpig platform | Core Pugpig platform |
| Code Care (custom code & integrations) | – | – | Included |
| Feature requests | Assessed & prioritised | Assessed & prioritised | Assessed & prioritised (higher weighting) |
| Roadmap influence | Standard | Standard | Enhanced |
A.5 – “Normal Business Hours” means 0900-1800, UK or US time, depending on contracting location of the client, on Mondays to Fridays except for days which are public or bank holidays in England or the US.