Documentation Library

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Have questions about this site?

What is this site?

  • This website is Hornbill's new product documentation website and is currently under development.
  • It is intended that all existing and future public-facing documentation we produce will be available to search, browse and share.
  • Hornbill's current documentation is available at Hornbill Wiki but over time this content will be migrated to this documentation site.
  • Please feel free to have a look around at any time.

Why has Hornbill created this site?

  • Hornbill's products have moved on considerably since we introduced it almost 10 years ago. At the time, the MediaWiki tool was sufficient, but we have outgrown it.
  • Our customers are more enterprise focused and more self-sufficient than ever before, so for 2023 and beyond we have established a new documentation platform and team to drive our documentation initiative forwards.
  • We are aiming to deprecate the use of Hornbill Wiki for most Hornbill related documentation.
  • We want to enable our growing partner network with product resources and information, documentation beyond our Wiki approach is required.
  • We could definitely do with some help, and may even pay for some! If you have domain knowledge and would like to help, please check out our Hornbill Docs Contributor Guide and contact the Hornbill docs team at

What will this site be good for?

  • Community contribution will be facilitated, encouraged, and most welcome.
  • High quality documentation, will be kept up to date as rapidly as our products evolve.
  • Real-time content search and discovery.
  • Articles organized into books, books into libraries, creating a more natural and logical structure to our documentation.
  • Legacy API documentation and various other documentation sources will all be consolidated into a single unified documentation system.
  • Documentation available in browser as well as printable/viewable as PDF on demand.
  • Personalized documentation experience, allowing dark/light mode, article subscriptions, social media sharing and other useful features.
  • Almost all publicly available documentation on will be open-source and available to fork on GitHub, allowing customers to derive their own custom documentation around Hornbill products should they wish to.

What is the timeline for this site?

  • We have taken the decision to publish and make available early, there is very little content at this time.
  • As and when we have completed/usable documentation, it will be published here.
  • We have a host of additional features we wish to add over time, so please watch this space.
  • We expect most of our existing documentation should be reviewed/migrated to over the coming months.
  • The documentation project will be ongoing, will continue to expand, evolve and improve day-by-day.

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Service Parameters

Service Parameters are defined in the Hornbill Terms of service as: the system resources and any other parameters or limits of the SaaS Service.

These are set out below:

RTO (Recovery Time Objective)

RTO in the event that the Hornbill DR plan is triggered:

  • Emergency response to assess level of damage, decide whether to invoke the plan and at what level, to notify staff etc. (to be completed within 1 – 2 business hours of the disaster)
  • Provision of an emergency level of service (within 4 business hours of the disaster)
  • Restoration of key services ( within 8 business hrs of the disaster)
  • Recovery to business as normal. (within one week of the disaster)

RTO in the event that a specific instance requires to be restored from backup:

  • Emergency level of Service is to ensure our customers and their customers can use the Hornbill Services and applications with minimal disruption. To this end all Applications and databases will be restored however file attachments (Associated with Emails, Workspaces, Document manager or Requests) might not be available, search functionality will be limited.
  • Restoration of Key services will be to provide the customer with a fully working system and no difference than what they had before the DR plan was activated. All Applications, Databases, File Attachments and functionality restored.

Recovery to business as Normal would only ever be needed should a true Disaster occur. This would include the total loss of 1 or more data centers AND Hornbill offices at the same time. The Recovery to business as Normal would ensure that all Hornbill services (both customer facing and internal) were fully restored.

RPO (Recover Point Objective)

This represents the ‘Maximum Data Loss Time Period’: RPO is a maximum of 24 hours (last 23:00 backup) However Hornbill aims for 15 minutes.

Data Retention Period

The period of time by which Hornbill will retain data is set to 30 days.

Customer Data Download Notice

The period of notice required from the customer in respect to getting a copy of the customers data; this is defined as 14 days.

Customer Data Download Frequency

The frequency with which the customer can request a copy of their data at no additional cost: is set to (1) once per 90 day period.

Hornbill Storage Allocation

Each Hornbill instance is provisioned with 30GB of storage as standard.

Shared Hornbill Mailbox Allocation

Each Hornbill instance is provisioned with 2 Shared Hornbill Mailboxes as standard.

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