Uptime, Backups and Disaster Recovery

What happens when something breaks, and what you can expect while it's being fixed.

The target

KamoUniverse is offered against a 99.9% uptime commitment. That's about 43 minutes of unavailability in a month — and it's a commitment about the platform as a whole rather than a promise that every feature is always perfect.

What failure usually looks like

Because KamoUniverse is many separate services, most problems are partial. One area misbehaves and the rest carries on: documents are slow while email is fine, or calls drop while everything else is unaffected.

This is deliberate, and it's worth knowing when you report a problem. "KamoUniverse is down" and "I can't open a document" usually mean different things and get different responses.

Machine failure

Services are spread across several machines. If one fails, the services it was running restart elsewhere, automatically, within seconds to a minute.

The database is replicated across machines too. Losing one doesn't lose data and doesn't stop reads — the remaining copies answer, and the missing copy is rebuilt in the background.

Backups

Records are backed up on a schedule and stored separately from the running system.

Backups exist for a different failure than replication does. Replication handles hardware dying. Backups handle somebody deleting a year of records on a Tuesday afternoon — replication would faithfully replicate that too.

Restoring something

If you've deleted something you need back, ask, and ask soon. Recovering a specific record from backup is a manual operation, and the earlier it's raised the less has changed around it. How to Contact Support is the route.

Note that a great deal of "deletion" in KamoUniverse isn't deletion. Accounts, markets and knowledge base articles are deactivated rather than destroyed, precisely so this conversation is rarely needed.

Planned maintenance

Most updates roll out without downtime — a new version starts, proves itself healthy, and takes over from the old one. Work that genuinely needs an interruption is scheduled and announced in advance.