We run Tidy the same way our customers do — in the real world, where trust matters and reliability isn’t optional.
From national sports organisations to university guilds and grassroots clubs, thousands of teams rely on TidyHQ and TidyConnect to power governance, communication, and compliance every single day. We don’t just build the platform - we run our company on it.
That’s why we commit to delivering 99.0% monthly uptime, transparent support, and a platform that helps you focus on what matters: getting things done, together.
We guarantee 99.0% monthly uptime for all paid plans.
We’re hosted in AWS Sydney, with a modern infrastructure stack and full redundancy built-in. That means less downtime, fewer disruptions, and no anxious refreshing of your inbox.
Want to check our current or past status? Visit the Status Page →
We use a mix of internal monitoring and external tools to track platform health in real time:
- Server-side error rates
- Ping and port checks
- API performance and latency
- Website and browser-level tests
If there’s an issue, it shows up - fast. And we publish incident updates openly, not behind support walls or vague tweets.
Let’s be straight — no one gets this perfect. But if uptime falls below 99% in any given month, we won’t go quiet.
Here’s what you can expect:
- A detailed incident report via status.tidyhq.com
- A clear outline of what went wrong and what we’re doing to prevent it next time
- Internal priority to address and improve underlying issues — not just band-aids
We don’t offer automatic service credits — we’re a growing, independent SaaS company with finite resources. But we take disruptions seriously, and we’re always happy to talk if you feel an outage impacted your work.
We do most of our maintenance quietly and without interruption. But when downtime is needed, we’ll:
- Aim for low-traffic hours (usually Sunday nights AEST)
- Provide at least 48 hours’ notice via the Status Page
- Keep things as fast and smooth as possible
We’re small, responsive, and run lean — which means we can’t staff 24/7 call centres, but we do offer support that’s real, accountable, and rooted in context.
Standard Support (All Customers):
- Available Mon–Fri, 9am–5pm AEST
- In-app chat + email support
- Response within 1 business day
TidyConnect & Enterprise Customers:
- Priority handling for critical issues
- Escalation path to your onboarding manager or account contact
- Collaboration with product and engineering if needed — no black box
💬 A Note on Low-Priority Items
Non-urgent issues and feature requests are still important, but we don’t treat them like emergencies.
They’re tracked inside our product backlog, reviewed regularly, and prioritised alongside planned product work.
We don’t promise immediate action - but we do promise they won’t disappear into a void.
All Tidy data is stored in AWS Sydney, protected by:
- TLS encryption in transit
- Encrypted storage for uploaded files
- Regular security patchingInternal access controls
- We comply with the Australian Privacy Principles (APPs) and support the needs of organisations working with children, volunteers, and sensitive community data.
You can read more on our Security page →
Maybe — but we won’t spring it on you.
If we update this SLA, we’ll notify all affected customers via email or a clear site-wide message. No legalese sneaking in under the radar.
Just ask. We’re here to help.
Reach out to support@tidyhq.com or ping your account manager if you’re on TidyConnect.
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We’re not trying to look like a Fortune 500 company. We’re trying to act like a partner you’d trust to help run one.
That means showing up, owning our stuff, and building a platform that makes your work easier - not harder.
Ready to get back to work? We are too.