# Frequently Asked Questions

### Hosting & Infrastructure

<details>

<summary>Where are Prioticket’s APIs hosted?</summary>

Our primary servers are hosted on **AWS in the eu-west-1 region** (Ireland). To ensure fast, region-specific content delivery, we also leverage multiple **Points of Presence (POPs)** worldwide through the **Fastly network**.

#### How does Prioticket ensure high availability?

We utilize:

* Global **content delivery networks** (CDN) for fast response times.
* **Shielding and failover mechanisms** to prevent service interruptions.
* **Data replication across regions** to protect against data loss.

</details>

***

### Disaster Recovery

<details>

<summary>What happens if a critical service fails?</summary>

For critical applications, **automatic failover mechanisms** are in place. For example:

* If Redis or Elasticsearch services become unavailable, we fall back to our primary SQL layer.
* If Cloudflare experiences service degradation, we automatically reroute traffic via Sucuri.

</details>

<details>

<summary>What is Prioticket’s disaster recovery process?</summary>

Disaster recovery follows a **three-phase process**, prioritizing the most critical services first:

<table><thead><tr><th width="122">⏳ Phase</th><th width="246">🎯 Focus</th><th>📝 Examples</th></tr></thead><tbody><tr><td><strong>1</strong></td><td>Core Transactional Systems</td><td>Bookings, real-time availability, product search</td></tr><tr><td><strong>2</strong></td><td>Secondary Transactions</td><td>Cancellations, amendments, activity overviews</td></tr><tr><td><strong>3</strong></td><td>Non-Critical Features</td><td>Reporting, financial overviews</td></tr></tbody></table>

</details>

<details>

<summary>Is data loss possible during disaster recovery?</summary>

Our infrastructure minimizes data loss risks through:

* **Hourly backups** for critical transactional and financial databases.
* **Daily backups** for less critical components.
* **Real-time logging** of all database actions, allowing us to replay lost transactions if needed.

In extreme scenarios, the **maximum potential data loss** is limited to **24 hours**. However, complete data loss is virtually impossible due to our layered redundancy and backup strategies.

</details>

<details>

<summary>How fast can Prioticket recover from a major incident?</summary>

Our target recovery times are defined as:

<table><thead><tr><th width="292">🏆 Objective</th><th>⏰ Timeframe</th></tr></thead><tbody><tr><td><strong>Recovery Time Objective (RTO)</strong></td><td>8 business hours (standard) — up to 48 hours for hardware-related issues (e.g., on-site POS replacement)</td></tr><tr><td><strong>Recovery Point Objective (RPO)</strong></td><td>Maximum 24 hours (usually much lower for critical systems)</td></tr></tbody></table>

</details>

***

### Security & Prevention

<details>

<summary>What measures are in place to prevent outages and attacks?</summary>

Our approach includes:

* Use of **industry-hardened tools** like Cloudflare.
* **Intrusion Detection Systems (IDS)** to detect suspicious activity.
* **VPC (Virtual Private Cloud)** segregation for enhanced isolation.
* **DMZ (Demilitarized Zone)** networks for added security between external and internal services.

</details>

<details>

<summary>Has Prioticket experienced outages before?</summary>

Over the past 36 months, Prioticket has maintained an **average uptime of 99.992%**, exceeding our SLA commitment of **99.95%**.

</details>

<details>

<summary>What happens during a DDoS or ransomware attack?</summary>

Although unlikely, we have strong defenses in place:

* **Cloudflare DDoS protection**.
* Proactive **monitoring and blocking** of suspicious traffic.
* Backup and disaster recovery drills to ensure fast recovery.

In a worst-case scenario, recovery might take up to **48 hours**, especially if physical hardware replacement is required at on-premise locations like POS devices.

</details>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.prioticket.com/getting-started/frequently-asked-questions.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.