SmartAlex Service Availability and Status Notice
1. Purpose and scope
This Service Availability and Status Notice (this "Notice") explains, in detail, how THERCSGROUP PTE. LTD., trading as SmartAlex ("SmartAlex", "we", "us", or "our"), communicates the availability and operational status of the SmartAlex platform, websites, applications, and APIs (the "Services").
It covers where to check whether the Services are operating normally, everything the status page shows, a step-by-step guide to using it, how we communicate incidents and planned maintenance, how to subscribe to updates, and how all of this relates to our Service Level Agreement and our Incident Response and Data Breach Notification Notice. This Notice is informational and does not change the commitments in the Service Level Agreement or your agreement with us.
2. Where to check status
Our live status page is published at status.getsmartalex.com. It is the single, authoritative place to see the current operational status of the Services in real time, and we recommend bookmarking it.
- Independently hosted. The status page runs on infrastructure that is separate from the SmartAlex platform, so that it stays reachable even during an incident that affects the Services themselves.
- Always on and open. It is available around the clock and requires no account or login to view.
- The definitive source. If you are ever unsure whether an issue is on your side or ours, the status page is the first place to look, and it is the source we keep most current during an incident.
3. What the status page shows
The status page brings together, in one place:
3.1 Overall status
A summary banner at the top tells you at a glance whether all Services are operational, or whether one or more components are currently affected.
3.2 Component-level status
The Services are broken down into individual components, each shown with its own current status, so you can see exactly which part is affected. The components shown may include, for example:
- the web dashboard and applications, where you sign in and manage your workspace;
- the voice services, which run the AI voice agents and handle live calls;
- telephony and call delivery, which cover inbound and outbound call connectivity;
- the public APIs and webhooks used for integrations;
- authentication and sign-in;
- billing and payments; and
- email and notifications.
The exact set of components, and their names, may change over time as the Services evolve.
3.3 Uptime history
For the components it tracks, the status page shows a history of uptime over a recent rolling period, so you can see how each component has performed, not just how it is performing right now.
3.4 Incident timeline
The status page lists current and past incidents, each with a timestamped series of updates showing how the incident progressed from first report to resolution. This lets you follow an active incident in near real time and review the history of previous ones.
3.5 Scheduled maintenance
Planned maintenance that is upcoming or in progress is shown separately, with the expected window and the components that may be affected.
4. What the status labels mean
Each component is shown with a status label. In general terms:
- Operational: the component is working normally.
- Degraded performance: the component is available but slower or less reliable than usual.
- Partial outage: some functionality, or some users, are affected.
- Major outage: the component is largely or wholly unavailable.
- Under maintenance: the component is temporarily affected by planned maintenance.
These labels are indicative, to help you understand the current situation. They do not themselves change the commitments in the Service Level Agreement, which govern availability as described in Section 8.
5. How we communicate incidents
When we identify an incident that affects the availability or performance of the Services, we aim to post it on the status page promptly and to keep it updated as we work through it. Incident updates typically move through the following stages:
- Investigating: we are aware of a possible issue and are looking into it.
- Identified: we have found the cause and are working on a fix.
- Monitoring: a fix has been applied and we are watching to confirm that the Services have recovered.
- Resolved: the incident is over and the affected components are operating normally again.
We aim to update an active incident at reasonable intervals so you can follow progress without contacting us. For significant incidents, we may publish a short summary once the incident is resolved. In addition to the status page, we may communicate about an incident through in-product messages or, where appropriate, directly to affected customers. The internal process behind all of this, including how we detect, triage, contain, and recover from incidents, is described in our Incident Response and Data Breach Notification Notice. Where an incident involves a personal data breach, the notification obligations in that Notice and in our Data Processing Addendum apply in addition to any status-page update.
6. How to use the status page
If you think the Services may be having a problem, the flow is:
- Open status.getsmartalex.com.
- Read the overall banner to see whether everything is operational.
- Find the component that matches what you are doing (for example, the voice services if a call is affected, or billing if a payment is affected) and check its status.
- Open any active incident for that component to read the latest timestamped update and what we are doing about it.
- Subscribe (see Section 9) so that updates come to you automatically instead of you having to refresh the page.
- Check scheduled maintenance if you were expecting a change or a short interruption.
- If you see a problem but nothing is posted, report it to us at support@getsmartalex.com. We will investigate and, if we confirm an issue that affects others, post it on the status page.
7. Scheduled maintenance
From time to time we perform planned maintenance to keep the Services secure and reliable. Where practicable, we post scheduled maintenance on the status page in advance, with the expected window and the components that may be affected. We aim to schedule maintenance to minimise disruption. How planned maintenance is treated for availability purposes is set out in the Service Level Agreement.
8. Relationship to the Service Level Agreement
The status page is a transparency and communication tool. It is not itself the source of our availability commitments. The Service Level Agreement is what defines any uptime commitment, how availability is measured, what counts as an exclusion, and any service credits that may apply.
If there is ever any difference between what a status-page indicator shows and the way availability is measured and credited under the Service Level Agreement, the Service Level Agreement governs the commitment and the remedy. In short: the status page tells you what is happening now; the Service Level Agreement tells you what we commit to and what you are entitled to.
9. Subscribing to updates
You can subscribe on the status page so that you are notified when we post new incidents or maintenance, rather than having to check the page yourself.
- How to subscribe. Use the subscribe option on status.getsmartalex.com and provide the contact point you want updates sent to.
- Channels. Notifications are available by email, and, where the status-page provider supports it, through additional channels such as a subscription feed. The channels offered may change over time.
- Scope. Where the status page allows it, you can choose which components you want to follow, so you only hear about the parts of the Services that matter to you.
- Unsubscribe. You can unsubscribe at any time using the link in the notifications you receive.
The status page is operated for us by a third-party status-page provider; that provider is identified, along with our other providers, in our Subprocessor List. If you subscribe, the contact details you provide are handled in accordance with our Privacy Policy.
10. Availability of the status page
We aim to keep the status page accurate and available, and we host it independently for that reason. However, the status page is provided for information only. We do not guarantee that it is always available, complete, or free of delay, and the absence of a posted incident does not by itself mean that no issue exists. Nothing on the status page creates a commitment beyond those set out in the Service Level Agreement and your agreement with us.
11. Relationship to other documents
This Notice should be read together with:
- the Service Level Agreement, which governs uptime commitments, measurement, and service credits;
- the Incident Response and Data Breach Notification Notice, which describes how we handle incidents and breaches;
- the Trust and Security Overview, which describes our wider security and reliability programme;
- the Privacy Policy, for how we handle any details you provide when subscribing; and
- the Subprocessor List, which identifies the providers that support the Services, including the status-page provider.
If there is a conflict between this Notice and your signed agreement with us or the Service Level Agreement, that agreement or the Service Level Agreement governs to the extent of the conflict.
12. Updates and contact
We may update this Notice from time to time to reflect changes in the Services, in how we communicate status, or in applicable law. When we make material changes, we will update the version and effective date below.
For help with a suspected outage, or questions about this Notice, contact us at support@getsmartalex.com. For legal questions, contact legal@getsmartalex.com.
This Notice is issued by THERCSGROUP PTE. LTD. (UEN 202543608D), 160 Robinson Road, #14-04 Singapore Business Federation Center, Singapore 068914, and is governed by the laws of the Republic of Singapore.
13. Version and effective date
This Service Availability and Status Notice is version 1.0 and is effective from 8 July 2026.