Reliability

Two copies of your work, always

As you write, PullAtlas keeps a complete copy of your project in a database on your own device, and syncs it to your account on our servers. The local copy is not a cache of the page you happen to have open. It is the whole project, and it is the copy the editor actually reads from and writes to. The copy on our servers is what carries your work to your other devices and to the people you invite.

When your connection drops

Keep writing. The editor is reading from the copy on your machine, so losing your connection changes nothing about typing, opening a chapter, or moving around your Atlas. Your changes queue locally, and when the connection comes back they upload in the order you made them.

When PullAtlas has a bad day

If your workspace is already open, our services can fail without stopping you writing. Syncing pauses and the editor does not, which is the whole point of building it this way.

If you are opening PullAtlas fresh in a browser at the moment our site is unreachable, the page has to load from us before it can hand you the local copy, so you would have to wait for us to come back. That is the one case where being local-first does not save you, and we would rather say it than leave you to find it. A desktop app that lives on your machine and never has to fetch itself is the proper answer, and it is on the roadmap as a longer-term goal rather than a near one. Until it arrives, the protection that actually works is a backup, which is part of why they are free on every plan.

Nothing is dropped quietly

A change that cannot reach the server is held and retried, not discarded. If syncing cannot make progress, the workspace tells you so rather than showing you a tick it has not earned. We would much rather you see an honest warning than find out later that a session went nowhere.

Your own copy, free on every plan

You can take a full backup of an entire project, prose and all, at any time, on any plan including Free. You can also export a clean manuscript file to read, submit, or hand to someone. Neither is a paid feature, because your words leaving with you is not something we think you should have to buy.

If PullAtlas ever went away

We are a young company, and the honest thing to do with a young tool is tell you what your exit looks like before you need it. It is not a favour we grant on the way out: backups and exports are free and always available, the files they produce are ordinary formats other software reads, and deleting your account is one click in Settings rather than an email you have to chase. Nothing about your work is held hostage to us continuing to exist.

What we do not promise

There is no uptime guarantee or service level agreement on any plan today. We would rather say that plainly than print a number we cannot stand behind. What we do instead is build so that our bad day is not automatically yours, and keep your own copy of everything one click away.

There is no status page either, and that is a decision rather than an oversight. A status page is only worth having if it can go red without someone remembering to flip it, and the failures most likely to affect your writing are the kind that report perfectly healthy anyway. A green light during a real problem would cost you more trust than no light at all. If we build one, it will be wired to checks that run on their own.

Telling us something is wrong

Email support@pullatlas.com and you will reach the person who wrote the code. If you can, say what you were doing and roughly when, which is usually enough to find it. For what we store and who processes it, see the privacy policy.