Availability & maintenance
Course planners use Trainiq every day, and your participants often book outside office hours. Availability is therefore one of the most important properties of the platform. Here you find answers to the most common questions about uptime, maintenance, data location and what to do during an outage.
What is Trainiq's availability?
Our target is an availability of 99.5% per year, measured outside planned maintenance windows. That comes down to at most around 1.8 hours of unplanned downtime per month. In practice we stay well above that floor; specific service levels for enterprise clients are laid down in a separate SLA.
When do you carry out maintenance?
We carry out regular maintenance (updates, database migrations, infrastructure changes) outside office hours wherever possible, in Dutch time (Mon to Fri 08:00 to 18:00). Where foreseeable, maintenance windows are announced at least 24 hours in advance through a notice in the admin portal or by e-mail.
For urgent maintenance, a security patch for example, we may act immediately in exceptional cases. An explanation follows afterwards.
Where is my data stored?
All client data is stored on servers in Germany (Hetzner Online GmbH, ISO 27001 and SOC 2 Type II certified). E-mail delivery runs through Brevo (France, ISO 27001/27017/27018). The AI assistant Quinn uses a language model from Mistral AI in France, inside the EEA, with a local PII detector that strips participant and contact details from questions before they are sent.
No client data leaves the EEA. The full list of sub-processors with locations and certifications is at trainiq.nl/subverwerkers.
How am I informed about an outage?
When an outage affects the whole platform (a database failure or an infrastructure problem, for example) we inform clients by e-mail at the address set in /admin/instellingen. For shorter outages (a few minutes) a notice in the admin portal afterwards is enough.
A public status page is in preparation; until then you can ask about an outage via info@trainiq.nl.
How do I report an outage?
Send an e-mail to info@trainiq.nl with:
- What is not working? (URL, error message, a screenshot helps)
- Since when?
- How many employees or participants are affected?
- Urgent? Call +31 85 071 1114
We respond within one working day during office hours on working days. For infrastructure failures (which we detect ourselves too) an engineer is usually on it within the hour.
Do announced maintenance and force majeure count towards uptime?
No. The following periods do not count in the availability measurement:
- Announced maintenance (communicated 24 hours in advance)
- Urgent maintenance for security patches
- Force majeure (denial-of-service attacks, failures at upstream providers, and so on)
- Outages caused by third-party services or integrations outside our control
See also article 19 of the terms and conditions.
What if I want to export my data?
You can request a complete export of your records at any time via info@trainiq.nl. When your subscription ends you get 30 days to export your data before we delete it, except for data we are legally required to keep (invoices under art. 52 of the Dutch General Tax Act, for example). See article 31 of the terms and conditions.
How often do you make backups?
Daily, automatically, kept for 30 days. Backups are encrypted and stored on a separate host. Every quarter we run a restore test on a random snapshot to verify that we can actually recover.
Want to know more?
For our full set of security measures, see trainiq.nl/beveiliging. For the chain of sub-processors, see trainiq.nl/subverwerkers. For specific uptime guarantees or a formal SLA, contact us via info@trainiq.nl.