Resolver's technical infrastructure and product architecture are both designed to meet customers' expectations for security, reliability, confidentiality, and integrity. Resolver Core is built on a technical architecture that incorporates redundancy and high availability. We regularly perform stress tests to discover and address points of failure and monitor every aspect to ensure peak performance using the below processes. For more information on Core's current status and history, see the Status Dashboard article.
Service Availability Targets
Resolver will use commercially reasonable efforts to make Core available 99.9% of the time during a 24/7 period, except during scheduled maintenance, or any unavailability caused by any of provisions set out in Section 17(i) of the Terms of Service.
Resolver conducts routine environmental maintenance on a monthly basis. Because this usually involves downtime for Core, we try to schedule this in advance to minimize disruption.
Resolver will communicate scheduled maintenance at least 72 hours in advance to authorized contacts via email notification with the exception of emergency maintenance. Emergency maintenance notifications will go to authorized contacts only when deemed necessary, with notification timing based on the severity of the maintenance.
Customers are responsible for providing us with current contact information for maintenance notifications. Changes or additions of contacts can be submitted to Resolver Support.
Resolver will notify authorized contacts by email when an issue results in more than one hour of service unavailability.
All customer data contained in a Core environment is backed up continuously and retained for 30 days. Requests to retrieve customer data in order to recover from customer initiated actions may result in costs being chargeable to the customer.
In the event of a critical failure, the support team is committed to ensure Core's complete recovery as quickly as possible. The below table sets out a non-exhaustive list of the various types of failure Core users can experience and the recovery time objective (RTO) associated with that failure.
|Failure of a single compute or storage instance||Host capacity exists to create new instances. 99.9% availability, 15-minute RTO.|
|Failure of a data center or multiple pieces of its infrastructure (E.g. multiple hosts, power and backup, network connectivity, etc.).||Redundancy between data centers within a region. 99.9% availability, 1 hour RTO.|
|Deleted data due to customer actions.||RTO is commercially reasonable efforts during business hours. Could have costs associated.|
Core is hosted on Amazon AWS. Core's deployment architecture is illustrated in the below diagram. Click here for a full-sized view.