This page provides a high-level overview of how Apperley Holdings Ltd. trading as TrackQUAL ("TrackQUAL", "we", "us" or "our") approaches service availability, monitoring, backup, restore, incident response, and operational support.
This page is intended as a practical trust and assurance summary. It does not create a contractual service level agreement, guaranteed uptime commitment, or formal incident-response timetable unless expressly agreed in writing.
1. Service Availability Approach
This section explains our general approach to keeping the platform available and operational.
TrackQUAL is operated with the objective of providing a stable, resilient, and dependable service for customers using the platform for operational workflows. Our approach to availability combines application-level controls, managed cloud services, monitoring, maintenance processes, and operational response.
We aim to maintain service availability through:
- use of managed cloud infrastructure and platform services;
- controlled deployment and change practices;
- monitoring and alerting for operational issues;
- planned maintenance and maintenance-related review; and
- operational recovery processes where service disruption occurs.
Like any cloud-based service, TrackQUAL may occasionally experience downtime, degradation, maintenance events, or third party service interruptions. Our goal is to minimise disruption and restore normal service as efficiently as reasonably possible.
2. Monitoring and Alerting
This section explains how we maintain operational visibility.
TrackQUAL uses monitoring and alerting practices intended to provide visibility into service health, operational behaviour, and potential issues requiring investigation.
At a high level, this includes:
- monitoring of key platform and operational events;
- alerting to support investigation of abnormal conditions or service issues;
- review of relevant application and infrastructure signals where appropriate; and
- operational awareness of issues affecting authentication, workflows, data handling, or service delivery.
Monitoring and alerting are intended to support both routine operations and timely response to incidents or degradation.
3. Backup and Restore Approach
This section explains the high-level backup and recovery position.
TrackQUAL uses a combination of managed services and operational processes intended to support recovery of key platform data and service functionality where required.
Our high-level backup and restore approach includes:
- use of managed cloud services for core application data and storage;
- backup and recovery planning for critical service components;
- consideration of restore pathways for operational and data-related incidents; and
- ongoing review of resilience and recovery arrangements as the platform evolves.
Backup and restore capability is one part of our broader resilience model. The existence of backups does not mean every failure scenario can be remediated instantly, but they are intended to support continuity and recovery where needed.
4. Resilience Expectations
This section explains how we think about resilience more broadly.
TrackQUAL is designed with resilience in mind, but resilience depends on a combination of factors including application design, managed infrastructure, third party services, maintenance practices, and operational response.
Our resilience approach includes:
- use of managed infrastructure and service components appropriate to the platform's needs;
- tenant-aware application behaviour and controlled access patterns;
- monitoring, logging, and operational review;
- backup and recovery planning;
- maintenance and patching practices; and
- incremental hardening and improvement over time.
This page should be read together with our Security Overview and Architecture Overview, which provide related context on controls, platform design, and operational safeguards.
5. Incident Handling
This section explains how incidents are handled at a high level.
TrackQUAL maintains an operational incident-handling approach intended to support identification, triage, investigation, containment, remediation, and recovery where service or security issues arise.
At a high level, our incident approach includes:
- identification and triage of operational or security issues;
- initial assessment of scope, severity, and likely impact;
- containment and remediation actions where appropriate;
- recovery planning and restoration of affected service functions; and
- follow-up review to inform improvement of controls, processes, or service design.
Incidents vary in nature and severity. Our response is intended to be proportionate to the issue involved.
6. Security and Personal Data Incidents
This section clarifies how security and privacy-related incidents are treated.
Where an incident involves security concerns or personal data, TrackQUAL will assess the issue in line with its legal, contractual, and operational obligations.
Where TrackQUAL acts as a processor on behalf of customers, the handling of relevant personal data breach matters is also addressed in our Data Processing Addendum and related contractual documentation.
This page is not a substitute for the DPA, Privacy Policy, or contractual notification obligations.
7. Planned Maintenance and Change Control
This section explains how we approach changes to the service.
TrackQUAL may carry out planned maintenance, updates, security improvements, and platform changes from time to time. These activities are part of maintaining service quality, security, and resilience.
Our approach includes:
- controlled changes to the platform and related services;
- maintenance activity designed to support service stability and security;
- iterative improvement of operational and technical controls; and
- review of issues arising from changes so lessons can be incorporated into future practice.
Where possible, we aim to reduce customer impact when carrying out maintenance or corrective work.
8. Support and Escalation Model
This section explains how support and operational escalation work at a high level.
TrackQUAL provides operational and customer support intended to help customers with platform issues, access issues, configuration questions, and service-related concerns.
At a high level, our support and escalation model includes:
- receipt and review of support requests and service issues;
- triage based on the nature, severity, and operational impact of the issue;
- internal escalation where specialist or higher-priority attention is required; and
- customer communication as appropriate to the issue and support context.
Where a problem has broader service impact, it may be handled as an operational incident rather than as a routine support request.
9. Third Party Dependencies
This section explains that resilience can be affected by supporting service providers.
TrackQUAL relies on certain third party infrastructure and service providers to operate the platform and related services. Availability and recovery may therefore be affected by issues impacting those services.
These dependencies may include hosting, database, storage, billing, email, anti-abuse, analytics, and related operational providers. Information about relevant service providers is described separately in our Subprocessors and related documentation where applicable.
10. Continuous Improvement
This section explains that resilience and incident handling are reviewed over time.
TrackQUAL treats operational resilience and incident readiness as ongoing disciplines. We continue to review controls, refine response practices, and improve our platform and operational processes over time.
This includes ongoing work relating to:
- service monitoring and alerting maturity;
- backup and recovery confidence;
- incident response and operational playbooks;
- support handling and escalation practices; and
- broader platform reliability and resilience improvements.
If you have any feedback or ideas for TrackQUAL, we have provided an initial basic feedback mechanism. Please click the speech-bubble icon at the bottom of the sidebar navigation whilst logged in. Your feedback will be reviewed and we'll let you know our next course of action.
11. Contact and Assurance
This section explains how to request more detail.
If you require additional information about availability, resilience, backup, restore, support, or incident handling, please contact the TrackQUAL team.
Apperley Holdings Ltd. trading as TrackQUAL
Company number: 15798690
Burcombe Road, Chalford, GL6 8BH
Email: info@trackqual.com
Telephone: 01453 374453