Ownware Cloud: Availability and Support Statement
Part of the Ownware Cloud Terms of Service · version 1.0 · published 27 September 2026 · in force from that date
This statement says what we commit to on availability, backups and support. Every commitment below is one we can show you. We make no other commitment about availability or response times, and there are no service credits.
1. Availability
- We don't promise an availability percentage, because we don't yet publish a measurement of one. There is no status page.
- The Cloud runs on one server in Hetzner's Falkenstein data centre in Germany. When that server or its network has a problem, every Instance is affected until it is fixed.
- We are alerted automatically when a sign-up or an Instance build fails, and we fix those first.
- Software updates restart the service briefly. We do them at quiet hours in Central European time where we can.
- Not our fault, and not counted against us: problems caused by your own integrations, settings or content; your own internet connection; services you connected yourself (such as your AI provider or MCP client); a suspension under the Terms.
2. Backups
| What we commit to | How you can check it |
|---|---|
| Each Instance's database and files are backed up every night and integrity-checked. | Ask us, and we send you the time of your Instance's latest backup. |
| Backups are kept for 14 days on the server, and encrypted backup copies for up to 30 days, then deleted. | Ask us for the oldest backup date we hold for your Instance. |
| On request we restore your Instance from one of those backups, free of charge, within two working days. | The email thread. |
You can also take your own full export at any time from your Account, and we suggest you keep one.
3. Support
| What we commit to | Where it is written |
|---|---|
| Support is by email at support@ownware.io, read by a person. There is no phone line and no chat, by design. | ownware.io/support |
| Support covers: access to your Instance, the app not working as its documentation says, backups, exports, restores, billing questions and account changes. It doesn't cover custom development, changes to the app's code, or services you connected yourself. | This statement |
| Emails are answered in the order they arrive, usually within a day or two. That is not a promise with a stopwatch on it. | ownware.io/support |
| Reports that an Instance is down, or that data may be exposed, are handled before everything else. | This statement |
4. Changes to this statement
We email you at least 30 days before any change that reduces a commitment in this statement.