Cauldon Locks, Shelton New Road, Staffordshire, ST4 7AB
01782 789 317
Working: 8.00am - 5.00pm
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FAQ

Frequently Asked Question

Yes, we have over 15 years experience with on-site installations and consultancy. This suits customers that require data conversions, bespoke reports, staff training and go-live hand holding to ensure you transition to the software is a smooth process.

Yes, we specialise in bespoke work and believe in stretching the system around your business not stretching your business around the system. Call us today with your business requirements and we can usually write the solution you need using the foundations of Pyramid.

All your data is backed up daily and weekly.

What is your backup and disaster recovery strategy?

All Pyramid DMS production servers are hosted in the UK at Telehouse South, part of the Telehouse London Docklands campus. The facility holds ISO/IEC 27001, ISO 22301 (business continuity), PCI-DSS, and ISO 9001 accreditations, and our infrastructure is monitored 24/7, 365 days a year by our system administrators.

On every tier, customer data and source code are backed up daily and weekly. Daily backups are replicated off-site to a secondary UK data centre, so your data never depends on a single location.

How much resilience you get depends on your service tier:

  • Standard: Your data sits in its own database on our shared servers. Backups and off-site replication as above, plus internal quarterly security reviews and vulnerability checks.
  • Business: Everything in Standard, with a dedicated database server for your data.
  • Enterprise: Your own dedicated web server and database server, plus scheduled vulnerability and penetration testing with evidenced reports, and evidenced backup-restoration drills.

How quickly will you restore the service after a fault?

If a critical fault stops you using Pyramid, we aim to restore service within these times:

  • Software fault: Within 1 hour, on any day of the year.
  • Hardware or infrastructure fault: Within 4 hours Monday to Friday. At weekends and UK public holidays the target is 48 hours on Standard and Business, and 4 hours on Enterprise.

Our support desk is open 8:30am to 5:30pm Monday to Friday by telephone and email. Outside those hours support is by email, and Enterprise customers also have weekend telephone support for critical issues.

These times are targets, not guaranteed service levels. Full details are in clause 14 of our SaaS Terms.

Who is responsible for my data?

As the data controller, you remain responsible for keeping your own records of the data you enter into Pyramid. We can give you access to your data and advise on backing it up to your own network. Please contact our support team for help.