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Reliability

Frequently Asked Questions About Our Reliability Measures

How we ensure our systems are reliable and resilient

What steps does Pinpoint take to ensure its systems are reliable and resilient?

Pinpoint’s processes, product, and infrastructure are designed to ensure redundancy, seamless failover, and the prevention of single points of failure.

Pinpoint offers a 99.95% uptime SLA, and our agreements with our customers outline service credits that we offer in case of an extended downtime. Historically, our actual uptime has been between 99.99% and 99.999%, and you can see our recent uptime data here.

In the last 5 years, we have had 4 small-scale service interruptions averaging 3 minutes each over the course of the year. We produce detailed incident reports for any incidents, and any issues identified during our very brief periods of downtime have been long since rectified or mitigated against.

How does Pinpoint ensure outages due to component failure do not occur?

Our infrastructure providers use commercially reasonable efforts to ensure a minimum of 99.95% uptime. Our providers use a minimum of N+1 redundancy to power, network, and HVAC services.

How does Pinpoint ensure all my data is backed up and can be restored in case of a disaster?

We create frequent full database backups, which are stored for 30 days. So in the event of a complete failure of production infrastructure, we have the option of restoring data using the backup. As a further safeguard, data is stored across multiple data centre locations to enable rapid failover in the case of a fault affecting a specific data centre.

Pinpoint is managed at a high level using the Cloud66 PaaS offering, meaning the entire App stack can quickly be cloned to new hardware if the infrastructure within the Digital Oceans AMS3 datacenter becomes unavailable. LON1 is our designated DR site as it is accredited to the same standard as AMS3.

How long are backups retained for?

All backups are stored for 30 days, so in the event of a complete failure of production infrastructure, we have the option of restoring data using the backup. As a further safeguard, data is stored across multiple data centre locations to enable rapid failover in the case of a fault affecting a specific data centre.

What does Pinpoint do to monitor its systems?

We use a variety of tools to monitor our systems, including:

  • Infrastructure monitoring: Monitoring and alerting for CPU, Memory, Server Load, Disk space etc. These let us know if we’re experiencing issues with our underlying infrastructure. We currently use Digital Oceans in-built monitoring for this (https://www.digitalocean.com/products/monitoring).
  • Application performance monitoring: Alerting and real-time insights into the health of the application itself, allowing us to monitor and improve performance of all user interactions. At the moment we use ScoutAPM for this (https://scoutapm.com/why-scout)
  • Uptime monitoring: Pinpoint is regularly ‘pinged’ to check on its current status. This allows us to be alerted quickly if there are any issues. At the moment we use a service called Pingdom (https://www.pingdom.com/product/uptime-monitoring/) and share the results on our status page here.

How does Pinpoint let customers know of any issues and keep them updated?

Pinpoint displays our real-time status and historical status here: https://status.pinpoint.support/

On the same page, you can also subscribe to updates so you will know if any issues come up.

Security & Privacy at Pinpoint

See our full list of related resources about how we keep your data secure.