Uptime, reliability, and support availability
How UniAsset is delivered
Multi-tenant SaaS on managed cloud infrastructure. There is no self-hosted deployment path, and that is a deliberate product decision — operational complexity stays on the platform's side rather than yours.
How it behaves when something goes wrong
UniAsset is built to degrade gracefully rather than fail outright.
Transient problems are retried. A momentary database blip is retried once automatically; most of the time you never see it.
Non-essential sections fail on their own. Pages classify what they load: the data the page cannot render without, and everything else. If an optional section fails, that section shows an inline retry while the rest of the page keeps working — you do not lose the whole page because one widget could not load.
Errors never expose internals. Raw errors, connection strings, and infrastructure detail are never shown. You see an opaque reference code, which is also written to the logs — so quoting it lets support find the exact failure.
What to do when something fails
- Use the inline retry if a section offers one.
- Reload the page.
- Try a private window to rule out extensions and cached state.
- Note the reference code if one was shown.
- Check whether colleagues see it too — if it is only you, it is local.
Support
| Plan | Support |
|---|---|
| Nova, Orbit, Odyssey | Standard support |
| Cosmos | Priority support — faster response, direct line |
| Business (legacy) | Priority support |
Before contacting support, have ready: what you were doing, which page, the error reference code, and whether it affects your colleagues.
Note on SLAs
"SLA" in UniAsset normally means something different from service availability. The SLA engine sets response deadlines on your maintenance work orders — it is a feature you configure, not a commitment about platform uptime.
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