Service Delivery & SLA

1. Onboarding

New customers receive guided onboarding tailored to the needs of alarm and security businesses. Our onboarding process includes account setup, data migration assistance, and hands-on team training. Typical onboarding completes within 2–4 weeks depending on your company size, data complexity, and the number of team members being trained.

2. Platform Availability

CleanOps targets 99.9% uptime for the platform, ensuring your field teams have reliable access to scheduling, dispatching, and job management tools. Scheduled maintenance windows are communicated at least 48 hours in advance and are typically performed during off-peak hours. Real-time platform status is available at our status page.

3. Support Response Times

We provide tiered support to ensure issues are addressed based on their impact to your operations:

4. Data Security

We take data security seriously and implement multiple layers of protection for your business data:

• All data encrypted in transit (TLS 1.2+) and at rest
• Multi-tenant isolation via Row Level Security policies
• Regular security audits and penetration testing
• SOC 2 compliance in progress
• Role-based access control with granular permissions

5. Data Backup

CleanOps performs automated daily backups with 30-day retention to ensure your data is protected against loss. Point-in-time recovery is available for enterprise plans, allowing you to restore data to any specific moment within the retention window. Backups are stored in geographically separate locations for redundancy.

6. Updates and Maintenance

Platform updates are deployed continuously using zero-downtime deployment practices, so your teams can keep working without interruption. Major feature releases are communicated via email before deployment. All platform updates, new features, and improvements are included in your subscription at no additional cost.

7. Contact

If you have questions about our service level commitments, please contact us: