§1Availability
We measure availability from outside our own servers: our status page checks booking pages, the practice dashboard, the client portal, video sessions, the public website, and online payments every minute, and publishes 90 days of history for each. You can see exactly how each service has performed, rather than taking our word for it.
We do not offer a guaranteed level of availability, service credits, or refunds for downtime, and nothing on this page changes the limitation of liability in our Terms of Service.
§2Planned maintenance
Most updates to Stillpoint happen without any interruption. Routine database maintenance is scheduled for early Sunday morning, between 08:00 and 09:00 UTC. When maintenance could interrupt the service, we post it on the status page ahead of time.
Urgent security fixes may need less notice. When that happens we say so on the status page as soon as we can.
§3How we tell you about incidents
status.withstillpoint.com is the first place we post. It runs on separate infrastructure from Stillpoint itself, so it stays up during an outage. Email updates are planned; until they are available, the status page is where to look.
When we confirm a problem that affects customers, we post it on the status page and add updates as the situation develops, until it is resolved. A person on our team writes every update. Our automatic checks change the status shown for each service, but they never post an incident on their own.
If an incident involves your data, we notify affected practices directly as our Privacy Policy and agreements require, separately from the status page.
§4Support
Write to help@withstillpoint.com or use the help panel inside Stillpoint. A person reads every message and replies as soon as we can.
If Stillpoint itself seems to be down, check the status page first. If an incident is posted there, we are already working on it and will keep the page updated.
§5Backups and recovery
Your data is stored with Amazon Web Services in the United States (us-east-1). The database keeps a standby copy in a second data center. If one data center fails, the standby takes over automatically; you may see a brief interruption, usually a matter of minutes, while it does.
The database is backed up continuously, and we can restore it to any moment in the last 35 days. Database backups are encrypted.
We test restoring from backup. In our most recent test, in August 2026, a copy of the database was available again in under 30 minutes, restored to a point about 5 minutes before the test began. A real recovery takes longer than that, because the service then has to be switched over to the restored copy and checked.
If the database itself is lost or damaged, our targets are to restore it within 4 hours and to lose no more than 24 hours of data. These targets cover restoring the database. Bringing every part of Stillpoint fully back can take longer, and an outage affecting Amazon Web Services across the whole region is not covered by them: recovery then depends on Amazon.
You can also export your client records and clinical notes yourself at any time from practice settings.
§6What this does not cover
Some things that affect your day are outside Stillpoint: your internet connection, the payment network and card issuers behind Stripe, phone carriers that deliver text messages, the inbox providers that accept or filter email, and calendars you connect from Google or Microsoft. When one of these has a problem that affects Stillpoint features, we say so on the status page.