Continuity
Continuity is critical to our mission. We develop and operate life-saving systems that must function reliably, even under the most stressful and high-risk conditions. That’s why we maintain a proactive, structured, and security-aligned continuity strategy across every layer of our product and infrastructure.
Business Continuity Planning
We maintain formal Business Continuity Plans (BCPs) for all critical products and internal processes. These plans identify essential functions, responsible teams, fallback procedures, and recovery sequences to ensure that operations can resume quickly in the event of a disruption. They include scenarios such as major outages, supplier failures, and physical risks.
Our BCPs are regularly updated and tested. These plans form part of our ISO27001 Information Security Management System and are reviewed during internal and external audits to verify readiness.
24/7 Monitoring and On-Call Readiness
Our systems are continuously monitored using real-time observability tooling. This monitoring extends to:
- All externally exposed services, such as APIs, dashboards, and mobile integrations
- Backend systems and databases for performance and data integrity
- Third-party dependencies that are critical to our service delivery (e.g., cloud infrastructure, communications providers)
We operate a 24/7 on-call team composed of trained engineers who receive immediate alerts if any deviation from expected behavior occurs. This on-call rotation ensures rapid triage, response, and resolution of any incidents — with escalation paths in place for severe or persistent problems.
SLAs and Uptime Expectations
Customers with a Service Level Agreement (SLA) in place benefit from clearly defined expectations around:
- Uptime guarantees (e.g., 99.9% or higher)
- Response and resolution times for incidents
- Maintenance notification windows
Each SLA is tailored to the customer context and stated explicitly in the contract. If a customer’s platform use is safety-critical or part of emergency response infrastructure, we provide enhanced guarantees and optional redundancy strategies. Customers without a formal SLA receive best-effort availability based on our standard support terms.
High Standards for Data Integrity and Availability
Because our software is used in safety-critical situations, we go beyond general availability metrics to ensure data integrity and trustworthiness. We classify all critical systems and apply:
- RTOs (Recovery Time Objectives): defining how quickly a system must recover from an incident
- RPOs (Recovery Point Objectives): defining how much data can be lost in the event of a failure
These values are integrated into our architecture and backup strategy. We implement:
- Scheduled encrypted backups with restore testing
- Access controls and audit trails to ensure accountability and integrity
We align this approach with ISO27001 clauses related to system continuity and the availability of information processing facilities.
Incident Communication
In the event of a service disruption or operational issue, our single source of truth is:
Our status page provides:
- Real-time incident updates
- Historical uptime logs and past incident summaries
- Maintenance windows and changelog notes
Important: During active incidents, our team does not communicate via email, support tickets, or phone unless already coordinated as part of the customer’s SLA. This approach allows our engineers to remain focused on diagnostics and resolution.
We recommend all customers subscribe to updates through the status page to stay informed when service issues arise.
Calling in Incidents
If you need to report a critical incident by phone, our main office number is:
📞 +31 88 126 12 12
This number is reachable 24/7. During regular office hours, your call will be answered by our support team. Outside of office hours, you will be automatically redirected to our emergency response line.
The emergency line is continuously staffed and is intended only for:
- Urgent incident reporting
- Requests that involve potential safety risks or cannot wait until the next business day
Please use this channel responsibly so that our emergency responders can prioritize critical issues.
Our focus on continuity is not just operational — it’s foundational to how we design, build, and support every part of the X-Guard platform. We understand that when seconds matter, our systems must be available, stable, and dependable without compromise.