What we commit to.

Support is open seven days a week, sixteen hours a day, by support ticket or by email to hello@vortexpms.com. Vortex AI and the knowledge base answer how-to questions in between.

Support hours are the time commitment we make today.

Vortex PMS runs on one production server in Helsinki, Finland. The main services are health-checked.

Availability target: 98% each calendar month for the booking engine and the host app, measured by an external uptime monitor from the day the monitor is started (we will publish the monthly results here). Planned maintenance announced in advance is not counted.

This is a target, not a guarantee, and it does not come with service credits. Liability is set out in the Terms of Service, section 11.

We release improvements and fixes during the day, sometimes several times a day, without a maintenance window. Each release restarts the application, and for up to about 15 seconds while it restarts a page may fail to load; reloading it fixes it. Your data is not touched by a restart.

How much could be lost: the database is copied every 15 minutes, and every copy is uploaded off the server. If the server were lost, at most about 15 minutes of database changes would be at risk. An automatic check every 30 minutes emails us if a copy is missing or too old.

How long copies are kept: 15-minute copies for up to 24 hours, and copies from each night for 14 days.

How long a recovery takes: we have not yet timed a full restore onto a new server, so we do not state a recovery time. The copies hold the database; uploaded files (property photos and guest ID photos) are not yet in the off-site copy.

Details of where data is hosted and how it is protected are on the security page.

Report a problem by support ticket or by email to hello@vortexpms.com.

If a personal-data breach affects your data, we notify you without undue delay once we have confirmed it, as our Data Processing Agreement sets out.

Your data is yours. At any time you can export your reservations, guests, owner statements and audit log as CSV files from inside Vortex PMS.

Section 7 of our Terms of Service sets the rule: after your account is closed we keep your data for 30 days, then delete it, except where the law requires us to keep it longer. Backup copies expire on their own schedule, within 14 days.

Liability is set out in section 11 of the Terms of Service. If your business needs a signed agreement, write to hello@vortexpms.com.