Service level agreement (SLA)

1. Scope

This document describes the service levels we commit to on the hosting services (VPS, dedicated servers, web hosting) and the managed services, and the credits due when they are not met. It completes the terms of sale.

2. Infrastructure availability

We commit to a monthly availability of the infrastructure (network, hypervisor, storage, power) of 99.9 % for VPS and dedicated servers. Unavailability is measured by our monitoring, from the first alert to the recovery, and visible in the client portal. Excluded: maintenances announced at least 48 hours in advance, incidents caused by the client's content or configuration, attacks beyond the protections subscribed, force majeure, and suspensions for non-payment or unlawful use.

3. Response and recovery times (managed services)

Tier	Hours	Response time	Recovery time
Essential	Business days, 9 am – 6 pm	4 business hours	Best effort
Business	24 / 7	30 minutes	4 hours
Critical	24 / 7	15 minutes	2 hours

The response time runs from our monitoring's alert or from the client's ticket; the recovery time covers the return of the service to a working, possibly degraded, state, not the resolution of the root cause.

4. Credits

If the availability commitment or a contractual delay is not met in a month, the client may ask, within thirty days, for a credit on the monthly fee of the service concerned: 10 % below 99.9 % availability, 25 % below 99.0 %, 50 % below 95 %; 10 % per missed response time, up to 50 % of the monthly fee. Credits are applied to the next invoice and are the sole compensation.

5. Backups

The included backups are verified; their frequency and retention are those of the subscribed tier. We commit to restore an existing backup within four business hours of the request (two hours for the Critical tier).

6. Communication

Every incident is announced on the status page and in the portal; a written report is delivered after any major incident (over thirty minutes or with client impact). Scheduled maintenances are announced at least 48 hours in advance, outside the client's peak hours whenever possible.