Service Level Agreement (SLA)
Commitments applicable to the hosting of delivered websites and online spaces (client, partner). Measurement: monthly HTTP availability as observed by our external monitoring.
Dernière mise à jour : 1er juillet 2026
1. Availability
Monthly availability target: 99.9% (excluding scheduled maintenance announced 48 h in advance and capped at 4 h/month, force majeure, or upstream provider failure).
2. Recovery
Recovery time objective (RTO): under 1 hour. Recovery point objective (RPO): 6 hours for critical data, 24 hours overall. Encrypted 3-2-1 backups, restoration tested at least twice a year.
3. Service credits
Upon written request within 30 days of the affected month: monthly availability between 99.0% and 99.9% → credit of 5% of the monthly hosting fee; between 95.0% and 99.0% → 10%; below 95.0% → 25%. Credits are applied to subsequent invoices and are the exclusive remedy for availability.
4. Support
Email support on business days, first response within 2 business days (blocking incidents prioritised; continuous monitoring with immediate team alerting).