What we commit to, in writing.
This page covers how support works, our availability commitment, what happens to your data and what happens if Venakis can't continue. It's the short version. If anything here differs from the documents, the documents apply.
Support
Contact support by email at help@venakis.com or through the support form on this site. There are no set support hours.
There's no phone line and no promised response time. Requests are handled in priority order, and a full outage comes before anything else as soon as it's noticed.
We don't promise to fix things within a set time, because some problems depend on systems we don't control. Critical and high-priority issues are always worked on first, and we keep you updated until they're resolved.
Priorities
Requests are handled highest priority first, with no set response times. A plain email is treated as P3 unless you tell us why it's more urgent.
| Priority | Means | Handled |
|---|---|---|
| P1 Critical | Your clients can't book, or you can't get in to manage bookings, and there's no workaround. | Handled before anything else, as soon as it's seen. |
| P2 High | A major booking or payment function is failing or giving the wrong data. | Handled next, after any P1. |
| P3 Normal | Bookings still work, but a supporting feature has failed or there's a workaround. | Handled in turn, after P1 and P2. |
| P4 Low | Cosmetic issues, content errors, questions and feature requests. | Handled in turn, after everything more urgent. |
Availability
We commit to 99.5% availability each calendar month, which allows about 3 hours 36 minutes of unplanned downtime a month. We picked 99.5% because we can meet it reliably without an on-call rota.
If we miss it three months in a row, or in any three months out of six, you can end the contract immediately and we'll refund anything you've prepaid. That right matters more than the credits.
Downtime means the service is unavailable for more than 5 minutes in a row, as measured by our monitoring. Maintenance on Sundays between 02:00 and 05:00 doesn't count, and nor do failures at our hosting, payment or email providers.
Service credits
| Availability in the month | Credit |
|---|---|
| 99.5% or above | None |
| 99.0% up to 99.5% | 10% of that month's fee |
| 97.0% up to 99.0% | 25% of that month's fee |
| Below 97.0% | 50% of that month's fee |
Claim credits in writing within 30 days of the end of the month.
Your data
You can export everything yourself for free, whenever you like, as CSV and JSON. That includes clients, appointments, payments, notes, staff, services and settings. We publish the field names so another supplier can read the files.
When the contract ends, export keeps working for 60 days, even if it ended because of an unpaid invoice. After that, your data is deleted from the live system within 30 days and from backups within 3 days after that. If you ask, we'll delete it sooner and confirm in writing.
Who owns what
If Venakis can't continue
If the owner of Venakis dies or can't work for more than 30 days, or the business stops trading, every active customer already holds a licence that then takes effect, so you can run the software yourself. Nobody is appointed to hand over the code or your data, so the protection you can rely on is your own recent export.
A recent export is free and takes about a minute. If you also want an independent copy of the code, optional third-party escrow is available at cost. The documents explain where that arrangement falls short.
Holidays and illness
Buying out a bespoke build
If we build software just for you, you can buy it out later at a published price. That's a multiple of its annual value, which falls over time, plus a capped fee for the handover. This doesn't apply to the shared platform, because there's no single customer's copy of it to hand over. On the platform, you're protected by the export, the continuity arrangement and optional escrow instead.
Data Ownership and Exit, sections 8 and 9, has the formula and a worked example.