PROSUITE
AVAILABLE 24 HOURS A DAY, 7 DAYS A WEEK, 365 DAYS A YEAR
The ProSuite Performance Standard
ProSuite was purpose-built on the cloud to help you run your practice how you want, where you want, and when you want. ProSuite enables you to have anytime and anywhere access to your files, increased data security, reduced cost and time spent managing on-premise hardware and software, and ensures business continuity during a disruptive event.
We work ceaselessly to ensure you enjoy consistent, uninterrupted service and industry-leading uptime 24 hours a day, 7 days a week, 365 days a year. This is the ProSuite performance standard.
What is uptime?
What do we mean by uptime? It means we will do everything we can to ensure that core ProSuite services will be available at least 99.8% of the time.
Core ProSuite services include:
- Login / Authentication
- Opening Matters / Updating Matters and Saving Matters
- Document Production
If any of the core services are not available due to unscheduled downtime, this reduces the uptime used for the system availability calculation.
Note: Customer Support is available Monday – Friday, 8am – 7pm ET
Core Service Uptime
| Prime time service availability | Jan 2021 | Feb | Mar | Apr | Jun | Jul | Aug | Sep | Oct | Nov | Dec | Jan 2022 | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | Dec | Jan 2023 | Feb | Mar | Apr |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Actual | 1.0 | 1.0 | 1.0 | 0.99 | 1.000 | 1.000 | 1.000 | 1.000 | 1.000 | 1.000 | 1.000 | 1.000 | 0.999 | 1.000 | 1.000 | 1.000 | 1.000 | 1.000 | 1.000 | 1.000 | 1.000 | 1.000 | 1.000 | 1.000 | 1.000 | 0.9998 | 0.9999 |
| Target | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 | 0.998 |
Maintenance Window
ProSuite is designed to be available 24 hours a day, 7 days a week, 365 days a year. System maintenance and upgrades are required regularly to ensure consistent and reliable performance. To minimize disruption, scheduled maintenance and upgrades are performed outside of prime business hours, between 12am – 8 am PST Monday to Friday, or on weekends and holidays. For scheduled system maintenance and upgrades that impact system availability, we will provide customers at least 48 hours notice when possible.
We strive for the highest possible uptime of any cloud-based service and will publicly publish uptime statistics monthly. It is important to note that any degradation to platform response times does not count as an “outage” in this metric. We track and report operational performance speed separately (see below).
Operational Performance
We understand you have many matters on the go at any given time and speed is of the essence. As a reference, we will measure and post – in seconds – the average time it takes to produce an individual document on the system. See for yourself, our commitment in action, to deliver top performance speed for your busy office.
It is important to understand many variables contribute to your individual operational performance. Internet speed, computer processing power, memory, and size of document packages being submitted are just a few factors that vary. As a result, users may experience production times lower or higher than the published average.
Service Performance
| MS Word | Mar 2021 | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | Dec | Jan 2022 | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | Dec | Jan 2023 | Feb |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Actual | 0.89 | 0.87 | 1.1 | 0.75 | 0.75 | 0.73 | 1.0 | 1.2 | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 |
| Target | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 | 2.0 |
ProSuite Performance Updates
We strive to meet or exceed our posted target uptime and provide customers with the speediest possible performance. Should there be unforeseen service interruptions, we will provide timely updates as developments unfold and keep you apprised until we resolve the situation.
To view real-time system status and sign up for email notifications, please visit our ProSuite System Status Page.