Service Level Agreement (SLA)


Online/Cloud solutions - Service Level Agreement


Uptime

  • We work with different hosting providers worldwide (and we can switch at anytime), but they always have to deliver at least 99.9% uptime.
  • So we can guarantee a minimum of 99.9% uptime (3 nines, excluding planned maintenance).
  • This corresponds to a maximum unplanned downtime of 1.44min/24h or 8h/year.
  • We usually deliver much better uptime than this (100% most months), as our providers always deliver a much better uptime than their SLA too.

Backups

  • 4 full backups : 1 full backup every 7 days, 1 database (DB) backup every days. 
  • DB Backups replicated to at least 1 different machine in different data centers
  • Users can also download backups of their live data at any time Upon submitting request ticket through our web site.
  • In case of permanent data center disaster, our Disaster Recovery Procedure has the following metrics:
    • RPO (Recovery Point Objective) = 24h, i.e. you can lose maximum 24h of work if the data cannot be recovered and we need to restore the last daily backup
    • RTO (Recovery Time Objective) = 24h, i.e. the service will be restored within 24 hours in a different data center if a disaster occurs and a datacenter is down.

Security

The safety of your data is very important to us, and we design our systems and procedures to guarantee it.
You can learn more about it on our Security page. Here are some highlights:
  • SSL - All web connections to client instances are protected with 256-bit SSL encryption (HTTPS, with a 2048-bit modulus SSL certificate )
  • Reliable Platform - Servers with full hardware guarantee, redundant data storage, network and electrical supplies
  • Safe System - Our servers are running recent Linux distribution with up-to-date security patches, with firewall and intrusion counter-measures (not disclosed for obvious reasons) 
  • Isolation - Client data stored in dedicated databases - no sharing of data between clients, no access possible from one database to another
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