EOH System Performance During Scheduled Data & Server Backups

Overview

To maintain data integrity, security, and system reliability, EOH performs scheduled data and server backups at designated times.

These backups are essential to ensure:

• Data protection and recovery capability

• System stability

• Ongoing platform reliability

These upgrades are referred to in our Master Agreement

Backup Window

Scheduled backups typically occur between:

01:00 AM – 04:30 AM (local time)

This timing is intentionally selected to:

• Minimise disruption to daily operations

• Avoid peak usage periods

Expected System Behaviour

During backup windows, the system may:

• Operate more slowly than usual

• Experience temporary lag or delayed response times

• Have minor performance interruptions

This is expected behaviour while background backup processes are running.

When to Take Action

If system performance issues:

• Continue for more than 20 minutes, or

• Occur outside of the scheduled backup window

Please contact support for investigation.

Support Process

When raising a support request, please include:

• Time the issue occurred

• Description of the issue (e.g. slow loading, timeout, error)

• Screenshots (if available)

This will assist the team in identifying whether the issue is:

• Backup-related

• Or requires further investigation

Important Notes

• Scheduled backups are part of maintaining data integrity and system reliability as outlined in our master agreement

• Temporary performance impact during this window is expected

• No action is required unless issues persist beyond normal timeframes