Service Levels

This says what your organisation can expect from us. We have tried to write down only what we can actually do.

These are targets, not guarantees. We do not pay service credits. Most of what could take FlockTrial down is a supplier we do not control. Refunds for a platform that was unusable through our fault are covered in the Refund Policy.

1. Availability

We aim for 99.5% availability each month, outside planned maintenance.

FlockTrial runs on Vercel and Supabase. When one of them has an incident, FlockTrial has an incident. We will tell you what we know and chase it.

Planned maintenance, if we need it, happens outside South African working hours and we tell you first.

2. If something is broken

A core problem is one that stops your team capturing, produces a wrong figure or export, or blocks a trial from starting or locking.

For a core problem we aim to fix it or give you a workaround within 72 hours of acknowledging your report.

Anything else — a cosmetic issue, a request, a question — we will answer, but without a fixed clock.

If you cannot save an entry, write it down with the time and the reference code on screen (it looks like ERR-XXXXX), and capture it when the problem is fixed. The reference lets us find exactly what went wrong.

3. Support

Email support@farmbind.com. We aim to answer within two working days.

FlockTrial is run by a small team. You will usually be talking to the person who wrote the code.

4. When we change a calculation

If we change something that makes FlockTrial calculate or export a different figure from the same captured data, we tell you. That includes fixing our own mistake. We do not delay a correction to give notice first.

5. Your data

History. Every change is recorded and captures are never overwritten, so a mistaken entry can be traced and corrected without touching any other entry or trial.

Backups. The database is backed up daily by our database provider (Supabase). If the platform itself had to be restored from a backup, up to 24 hours of recent entries could be lost; keep your paper sheets until a week's data is captured and checked.

Export. Your organisation can export its trial data at any time while it has access, and can ask us for a copy afterwards.

Closed and locked trials keep all their data. You can still see and export them.

6. Security

Every user signs in with a password, and can add an authenticator app code as a second step, which we recommend. Access is limited to your organisation's data in our server and database. We log errors and review them.

If trial data is breached we tell your organisation immediately, and we tell the Information Regulator where the law requires it.

7. What is not covered

• Your own connection, device or browser.
• An outage at a supplier we depend on, beyond keeping you informed and chasing it.
• Data that is wrong because it was captured wrongly. Checking the data stays with your organisation — see the Terms of Use.

8. Changes

We may update this document. If a change is material we will tell your organisation's administrators before it takes effect. The version and its effective date are shown at the top of this page.