Service Level Objectives (SLOs)
This document defines the service level objectives for the operation and maintenance of our platform.
It outlines our commitments to ensure availability, support, security updates, and timely communication in case of security issues.
1. Availability
We are committed to providing a reliable and stable service.
- Target uptime: 99.5% per month, excluding planned maintenance.
- Planned maintenance: Operations expected to cause downtime of more than 15 minutes during business hours (09:00–18:00 CET) will be announced at least 48 hours in advance.
- Maintenance window: Updates and maintenance operations are typically performed between 20:00 and 04:00 CET to minimize service disruption.
- Extended maintenance: If maintenance operations exceed the expected downtime, affected users will be notified promptly with updated estimates and status information.
- Monitoring: The service is continuously monitored to detect and resolve issues quickly.
- Backups: Full system backups are performed every 24 hours, with a retention period of 15 days.
If availability falls below the target, we will investigate the cause and implement corrective actions to prevent recurrence.
2. Support
We aim to provide responsive and helpful support to all customers.
- Support hours: Monday to Friday, 09:00 – 18:00 (CET), excluding French public holidays.
- Contact channel: Support portal.
Response and Remediation Targets
| Priority | Description | Response Time | Remediation Target |
|---|---|---|---|
| P1 – Critical | Service unavailable or major impact on operations | ≤ 2 hours | Within 4 hours |
| P2 – Major | Significant degradation or limited functionality | ≤ 8 hours | Within 2 business days |
| P3 – Minor | Minor issue or partial loss of non-critical functionality | ≤ 48 hours | Within 5 business days |
| P4 – General / Request | Non-urgent questions, improvement requests, or cosmetic issues | ≤ 4 days | Based on prioritization and next planned release |
We will keep customers informed throughout the resolution process and provide updates until the issue is resolved or mitigated.
3. Security Fixes
We take security seriously and prioritize prompt remediation of vulnerabilities.
- Critical vulnerabilities (CVSS ≥ 9): Fixed within 3 days of availability of a vendor or internal patch.
- If no fix is available, we will recommend and apply appropriate mitigations to reduce risk until a permanent solution is provided.
- High vulnerabilities (CVSS 7–8.9): Fixed within 7 days.
- Medium vulnerabilities (CVSS 4–6.9): Fixed within 30 days.
- Low vulnerabilities (CVSS < 4): Addressed during routine updates.
We continuously monitor for security advisories and ensure prompt remediation or mitigation as part of our commitment to protect your data.
4. Security Notifications
If a security incident occurs, we will communicate transparently and promptly.
- Confirmed incident impacting customer data: Notification within 24 hours.
- Suspected incident under investigation: Notification within 48 hours.
- Notification includes: Description of the issue, potential impact, mitigation steps, and corrective measures.
Our goal is to ensure you are informed and protected at all times.