Up to 99.97% uptime guaranteed
SLAs included in all our subscriptions!
Our platform is available 24/7, 365 days a year.
What are ALS? How common is it?
SLAs, or Service Level Agreements, are service guarantees included in every subscription. These guarantees are usually offered by services costing several thousand euros per month. However, in view of our excellent track record in terms of availability since 2007, we decided to innovate and open them up to all our subscriptions. To ensure the smooth running of your business, SOLO and TEAMS packages benefit from an availability threshold of 99.97%. ENTERPRISE formulas, meanwhile, benefit from a tailor-made level of service, tailored to your business's digitalization project.
To assess the quality of our commitment, we invite you to take a look at the SLAs offered by Google, Microsoft and Salesforce. You'll be surprised by the relative weakness of their commitment!
Our commitment
Our platform is available so you can work 24/7, 365 days a year.
To achieve this, we implement a series of measures: total redundancy of the infrastructure, availability of staff in the event of a problem, and rapid recovery procedures. Our commitment is to offer you a month's subscription if our service has been unavailable beyond a certain limit.
To whom does this apply?
This is a monthly availability commitment we make, which applies to all active subscriptions, during the month concerned, and according to the contractual terms of the Subscription Formula subscribed to.
What are the terms?
We guarantee 99.97% availability rate rate for SOLO and TEAM formulas. For ENTERPRISE formulas, the rate is defined by specific agreement.
If, in the course of a month, our availability rate falls below the limit defined by your subscription formula, we'll give you one month free.
What is downtime?
Unavailability is defined as the impossibility for 100% of our customers to connect to the platform in order to work. Unavailability does not include :
- Outages due to scheduled maintenance with at least 24 hours' notice
- Outages due to factors beyond our reasonable control (natural disasters, acts of war or terrorism, massive coordinated sabotage of our servers, government action, Internet or local network failures).
How is the availability rate calculated?
The rate is calculated at the end of the month as follows: total duration of unavailability for the month / total duration for the month.
How do I activate the penalty?
If you have experienced downtime that falls within the scope of the SLA, please complete the SLA claim form below from the end of the month until midnight on the 3rd of the month.