How you hear from us
If the service is degraded or unavailable, we email the named contact of every engaged school. We say what is affected, what we know, what we do not know yet, what you should do, and when the next update will come. We never give an estimated fix time we cannot support.
The states we use
| Service state | Meaning |
|---|---|
| OPERATIONAL | Working as designed |
| DEGRADED | Working, but slower or with a known defect |
| PARTIAL_OUTAGE | Part of the service is unavailable (for example, verification works but the form does not) |
| MAJOR_OUTAGE | The service is unavailable |
| MAINTENANCE | Planned work announced in advance |
| Incident state | Meaning |
|---|---|
| INVESTIGATING | We know something is wrong and are finding the cause |
| IDENTIFIED | We know the cause |
| MITIGATING | We are applying a fix or a workaround |
| MONITORING | The fix is in place and we are watching it |
| RESOLVED | Closed, with a short account of what happened |
What we commit to
- A major outage or a risk to data: email within 1 hour of confirmation, then updates at least every 4 working hours until resolved. The service has one operator, who reads the mailbox on working days, 09:00 to 17:00 UK time (see contact); there is no out-of-hours cover.
- Degraded service: email within 4 working hours if your school is affected, and at resolution.
- A personal data breach affecting your school's content: notice within 24 hours of our awareness.
- Planned maintenance: notice in advance by email.
- A written record of every incident, and a review within 5 working days for anything serious.
Health
Each application has an automated health check watched by the hosting provider, and the review queue reports a heartbeat. We check them on every deployment and whenever a school reports a problem.
Contact for an incident you have noticed: contact@viccaone.com, subject "INCIDENT".
Version history: 1.0 (12 October 2026) prepared; 1.1 (1 November 2026) updates during an incident are counted in working hours, matching the hours on the contact page.