Tātou Documentation

Agreements, Policies and Terms

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Non-Functional Requirements

Support:

Our knowledge base is available 24/7 providing instruction guides and allows you to troubleshoot common issues independently.
Our support ticketing system tracks customer inquiries, ensuring timely resolution. Our office opening hours are Monday to Friday 8:30am to 5pm. To create a ticket:
- Email support@tatou.app
- Call New Zealand 0800 828 682 or Australia 1800 950 764
We work hard to respond to issues within one business day, prioritising bugs or technical issues.

Data Security:

To ensure robust data security, we:

Encrypt data end-to-end to protect data both in transit and at rest.
Support multi-factor authentication
Provide role-based access control (RBAC) to restrict data access to authorized personnel
Adhere to the Zero Trust framework
Conduct third-party annual security audits and penetration testing

Data Retention:

To support your data retention compliance, we retain data until you request it be destroyed.

Disaster Recovery:

To ensure business continuity in the event of unexpected outages or data loss, we:

Utilize redundant systems and backups to minimize the impact of hardware failures or natural disasters.
Regularly back-up critical systems and data
Implement failover mechanisms to quickly switch to backup systems in case of primary system failure

Availability

As outlined in 4.3 of our Terms of use; Tātou will use reasonable efforts to ensure the SaaS Service is available 24/7. However, it is possible that on occasion the SaaS Service may be unavailable to permit maintenance or other development activity to take place, or in the event of Force Majeure.

We use reasonable efforts to publish on our website (status.tatou.app), in-app alerts and/or email notification in advance of unavailability.