Portbase communication protocol during disruptions and maintenance

Portbase aims to be fully open and transparent with its environment. 24/7 insight into the availability of the Port Community System (PCS) is an important part of this. In the event of reduced availability or unavailability of the PCS, fast and comprehensive communication to users and other stakeholders also helps to make decisions, adjust where necessary, and inform those directly involved. The PCS is considered to have reduced or no availability if one or more services on the platform cannot be used. We distinguish between planned maintenance and disruptions.

Planned maintenance

During planned (and announced) maintenance, the PCS is unavailable. This maintenance always has a start and end time.

Communication during planned maintenance
Portbase announces planned maintenance two weeks in advance on the website status.portbase.com. One hour before the start of the maintenance, another message is posted on this status website.
PCS users and other stakeholders can subscribe to automatically receive these messages.

Disruption

In the event of a disruption, PCS services or the entire PCS platform are unexpectedly reduced or unavailable. If planned maintenance lasts longer than announced, this is also considered a disruption.

Communication during a disruption
In the event of a disruption to the PCS, Portbase always follows the next steps:

• On status.portbase.com , Portbase reports the reduced availability and/or unavailability of specific Portbase services and/or the PCS platform as soon as possible. This notification is given the status Investigating.
• As soon as the cause of the disruption is known, Portbase changes the status to Identified.
• When the solution is known, the status is changed to Monitoring.
• Once the disruption is resolved, the status becomes Resolved.

Via status.portbase.com, all PCS users and other stakeholders can follow the progress of a notification in this way 24/7 from start to finish.

Subscribing to notifications

PCS users and other stakeholders can also subscribe to email or SMS notifications for disruptions:

• Subscribers to email notifications automatically receive a message with every status change of a notification.
• Subscribers to SMS notifications receive a message at the start (Investigating) of the notification and at closure (Resolved).

Status information and communication about reduced availability and/or unavailability is provided in English. Archived communications can be found at status.portbase.com.

Effective date:

This communication protocol comes into effect as of 23 July 2020.