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Service Level Agreement (SLA)

As a guarantee of the quality of provision of service in the framework of our cloud offer, we undertake to respect a Quality Charter (SLA).

It is possible to adjust the service level depending on the criticality of each application by allocating a virtual cloud area for each level required (SLA).


 

Availability

Recovery Time

Level 1

99.50 % (downtime < 3.6 hours / month)*

24 h maximum

Level2

99.90 % (downtime < 43 min / month)*

Guaranteed within 2 hours

Level 3

99.99 % (downtime < 5min / month)*

Instant


* Except maintenance actions planned at the client’s request

Each level of service implies a specific ‘provision’ of technical and human resources.