Energage System Availability

Purpose

This document describes Energage’s approach to availability, maintenance, and monitoring for the Energage Platforms.  Energage Employee Engagement Platform and the Energage Talent Management Platform (collectively, the “Platforms”). It is intended to provide transparency into how the Platforms are designed and operated.

 

Key Terms

For clarity, the following terms are used in this document:

• Platforms: The Energage Employee Engagement Platform and the Energage Talent Management Platform.
  
• Availability: The ability of authorized users to access and use the core functionality of the Platforms.
  
• Planned Maintenance: Scheduled activities intended to maintain, improve, or secure the Platforms.
  
• Unforeseen Circumstances: Events or conditions that are not reasonably predictable or controllable and that may affect platform operation.

 

Availability Overview

The Platforms are designed to achieve 99.9% availability, measured over a monthly period, subject to exclusions and unforeseen circumstances. Availability reflects the ability of authorized users to access the core functionality of the Platforms.

Energage operates the Platforms using industry-standard practices focused on reliability, redundancy, and operational monitoring.

 

Planned Maintenance

To support platform stability, performance, and security, Energage performs planned maintenance activities from time to time.

When reasonably practicable, planned maintenance that may affect availability is scheduled from 12am-5am Eastern Time. Energage aims to provide advance notice of planned maintenance through email, in-product messaging, or the Help Center when such maintenance may affect access to the Platforms.

Planned maintenance timing and duration may vary based on operational requirements.

 

Unplanned Events and Unforeseen Circumstances

Unplanned interruptions to the Platforms may occur due to circumstances that require immediate action or that are outside Energage’s reasonable control, including but not limited to:

• Security incidents or threats
  
• Infrastructure or service provider failures
  
• Emergency maintenance is required to protect platform integrity
  
• Events of force majeure
  
  

In such cases, Energage focuses on restoring service as quickly and safely as possible and communicating relevant information when appropriate.

 

Availability Exclusions

The following are excluded from availability:

• Planned maintenance communicated in advance
  
• Emergency or unplanned maintenance is required to address security, stability, or operational risks
  
• Issues caused by customer-managed environments, configurations, or network connectivity
  
• Issues originating from third-party systems, integrations, or services not controlled by Energage
  
• Interruptions resulting from force majeure or other events outside Energage’s reasonable control
  

 

Monitoring and Incident Awareness

Energage actively monitors the performance and availability of the Platforms using internal tools and alerting systems. Monitoring is intended to identify service interruptions, degraded performance, or abnormal behavior so that appropriate action can be taken.

 

Customers may also receive service notifications or updates through our Energage status pages: 

• Employee Engagement Platform: status.energage.com 
• Talent Management Platform Status: status.talentquest.com 

 

Relationship to Support

Availability-related events may result in increased support activity. How support requests are handled during such events is described separately in the Energage Support Policy, which outlines support scope, prioritization, and communication practices.

 

Updates to This Document

Energage may update this Service Availability document from time to time to reflect changes in operational practices or platform architecture. The most current version will be published in the same location as this document.