Software Level Agreements (SLA) of DoliCloud, your OpenSource business suite as a Service (SaaS)



Valid from 01 august 2018

Instances hosted on DoliCloud benefits from the following SLA:



Uptime

Customer instances are hosted on OVH data centers (France).

OVH itself deliver at least 99.9% uptime guarantee, so we can guarantee a minimum of 99.9% uptime (excluding planned maintenance). This corresponds to a maximum unplanned downtime of 1.44min/24h or 0.9h/month (See OVH SLA here).
We use to deliver a better uptime than this (100% most weeks), as our provider always deliver a much better uptime than their SLA too.
These data refers to the availability of the platform for all customers. Individual instances may be temporarily unavailable for specific reasons (for example during customer's actions, customizations or requested upgrades).

Backups & Disaster Recovery

OVH data centers are Tier-III certified or equivalent, with redundancy for power, cooling and network.

30 full backups of database are done: 1 per day during 30 days and Backups are replicated on a different machine server.
Users can make backup themself as often as they want by following this tutorial.

For a low disaster impacting one server only, the Recovery Plan has the following goals:
RPO (Recovery Point Objective) = 2 minutes (you should not loose more than 2 minutes of work)
RTO (Recovery Time Objective) = 50 minutes. Note: the service will be back online after a maximum of 50 minutes
For a major or a full data center disaster the Recovery Plan has the following goals:
RPO (Recovery Point Objective) = 24h. Note: 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. Note: the service will be back online after a maximum of 50 minutes

Penalities

SLA terms are verified each month. If the SLA was not respected, you can claim a discount of 50% (it will be applied for the next monthly billing), or 100% discount for the pass month if the outage was higher than 2 times the allowed maximum delay.

Privacies and Securities

Please have a look at our dedicated page about Privacy policies and GDPR compatibility
.