Youreka is 100% native to Salesforce. This means Youreka is reliant upon and leverages Salesforce Recovery Time Objective(RTO) and Recovery Point Objectives(RPO). Salesforce RTO is 12 hours and additional information can be found on their public facing Compliance website here: https://compliance.salesforce.com/en/disaster-recovery-bcp/. RPO is 4 hours and is covered via the same policy. All planned maintenance and any active incidents are also publicly available here: https://status.salesforce.com/
Youreka has a continual improvement product lifecycle and releases to our customers on average 4x/year. Planned product maintenance releases are on the same frequency. There are no support restrictions if any of the releases are postponed. Any Salesforce outages will be covered by Salesforce. Email notifications as soon as possible, but no longer than 24 hours after incident are provided. Immediate resolution plans are put forth and additional ‘pop-ups’ upon user login are provided. Youreka has never had an outage as we do not own servers or store data. Should Salesforce be available, but Youreka unavailable for any reason, that would be classified as a Severity 1 issue for our team. Immediate notification would be provided to all customers. Ongoing communications would also be provided. Notification would be via email as well as with a phone call from Youreka Customer Success Managers within 48 hours of incident.