Security & Compliance
How we protect the data our customers entrust to Aeroplanned.
Our formal data-security obligations are set out in clause 11 (Security) and Appendix 1 (Service Level Agreement) of our General Terms & Conditions. A summary is below.
System availability
We target 98.5% system availability on a monthly basis. Scheduled maintenance is communicated at least one week in advance, with the expected duration and the functionality and modules affected.
Data security
Client Data remains the customer's data. If either party becomes aware of a data security breach, we work together as quickly as practicable to understand its nature, contain it, take remedial action, and meet all reporting obligations under applicable law — as set out in clause 11 of our General Terms & Conditions.
Support response times
Support requests are prioritized by severity. Target response times are within 12 hours (high priority), 24 hours (medium), and 48 hours (low). Email support operates 8:30am–5pm on Business Days (NZST).
Questions
For any security or compliance question, contact us at info@aeroplanned.com.