Service Status & Incident Communications
Last Updated: May 2026
1. Introduction
Shipmuch provides operational status visibility for core platform systems and infrastructure services through the Shipmuch Status Page (“Status Services”).
The purpose of the Status Services is to provide transparency regarding:
- platform availability;
- operational incidents;
- maintenance events;
- infrastructure disruptions;
- and service degradation affecting the Shipmuch platform and services (“Services”).
Shipmuch is operated by TORIS Technologies (Pty) Ltd (“Shipmuch”, “we”, “us”, or “our”).
2. Scope of Status Reporting
Status reporting may include operational visibility for:
- deployment orchestration systems;
- APIs;
- authentication systems;
- infrastructure services;
- networking components;
- deployment queues;
- runtime systems;
- and related platform operations.
Status information is provided for informational purposes only.
3. Incident Classifications
Shipmuch may classify incidents according to operational severity levels, including:
Operational
Minor degradation or non-critical service disruption.
Partial Outage
Specific platform functionality or regional services impacted.
Major Outage
Widespread platform disruption affecting core Services.
Maintenance
Scheduled operational work, upgrades, or infrastructure changes.
4. Maintenance Notifications
Shipmuch may perform scheduled maintenance for:
- infrastructure upgrades;
- scaling operations;
- security patching;
- platform improvements;
- or operational changes.
Where practical, maintenance notifications may be published in advance through:
- the Status Page;
- email notifications;
- dashboard notices;
- or operational announcements.
5. Incident Communications
During operational incidents, Shipmuch may publish:
- incident summaries;
- mitigation updates;
- recovery progress;
- infrastructure impact details;
- and post-incident reports where appropriate.
Incident communications may be delayed where:
- security investigations are ongoing;
- infrastructure containment is required;
- or operational verification is incomplete.
6. Availability of Status Services
The Status Services themselves may rely on:
- third-party infrastructure;
- external monitoring providers;
- networking systems;
- or communication platforms.
Shipmuch does not guarantee uninterrupted availability or accuracy of Status Services at all times.
7. Operational Metrics
Status indicators may include:
- service uptime;
- API availability;
- deployment queue status;
- infrastructure health;
- runtime system health;
- and operational latency indicators.
Operational metrics are provided on a commercially reasonable basis and may not represent complete infrastructure telemetry.
8. Third-Party Dependencies
Certain incidents may originate from third-party providers including:
- cloud infrastructure providers;
- DNS providers;
- GitHub services;
- networking providers;
- payment systems;
- or analytics platforms.
Shipmuch is not responsible for outages caused by third-party systems outside its direct operational control.
9. Historical Incident Data
Shipmuch may maintain historical incident records including:
- outage summaries;
- maintenance history;
- operational disruptions;
- and resolved incident reports.
Historical data may be modified, archived, or removed over time.
10. Customer Responsibilities
Customers remain responsible for:
- monitoring their own applications;
- implementing backups;
- validating deployments;
- and maintaining disaster recovery procedures.
Status reporting does not replace customer operational monitoring responsibilities.
11. Security-Related Incidents
Certain security incidents may require limited public disclosure while:
- investigations occur;
- remediation actions are underway;
- or legal obligations are assessed.
Shipmuch reserves the right to withhold operational details where disclosure could:
- increase security risks;
- compromise investigations;
- or negatively impact infrastructure protection.
12. Limitation of Liability
Status information is provided “as is” for informational purposes.
Shipmuch does not guarantee:
- complete accuracy;
- uninterrupted availability;
- or real-time operational reporting.
Customers acknowledge that:
- distributed infrastructure environments are inherently complex;
- incidents may evolve rapidly;
- and operational conditions may change dynamically.
13. Changes to This Policy
Shipmuch may update this Policy periodically to reflect:
- infrastructure evolution;
- operational improvements;
- new monitoring systems;
- and legal or compliance requirements.
Updated versions will be published with revised effective dates.
14. Contact Information
Support: support@shipmuch.com
Security: security@shipmuch.com
Legal: legal@shipmuch.com
Operator: TORIS Technologies (Pty) Ltd Verwoerdpark Alberton Gauteng South Africa
15. Governing Law
This Policy is governed by the laws of the Republic of South Africa.