Cloud Hosting
Service Level Agreement

Uptime — 99.9%

• Customer databases are hosted in the chosen hosting region (see Privacy Policy for more info).
• Our hosting providers guarantee a minimum of 99.9% uptime, and we align our monthly uptime target accordingly (three nines, excluding planned maintenance).
• A 99.9% monthly uptime target corresponds to a maximum of 45 minutes of unplanned downtime per month.
• In practice, we consistently exceed this target, as our hosting providers typically outperform their own SLA commitments.

High Availability

• Our data centers are Tier-III certified or equivalent, with N+1 redundancy for power and network.
• Each customer database is replicated in near real-time on redundant storage within the same geographical region, enabling rapid failover in case of hardware failure with minimal to no data loss.

Backups and Disaster Recovery

• 14 full backups for at least 3 months: 1/day for 7 days, 1/week for 4 weeks, 1/month for 3+ months ( view simulation of snapshots ).
• Backups are replicated on at least 3 different machines in different data centers, with a fourth frozen copy in immutable cold storage.
• Users can download manual backups of their live data at any time.
• Disaster Recovery Plan (single server):
  • RPO (Recovery Point Objective): 24h, i.e. you can lose a maximum of 24h of work.
  • RTO (Recovery Time Objective): 6h, i.e. the service should be back online within 6 hours.
• Disaster Recovery Plan (data center disaster):
  • RPO: 24h, i.e. you can lose a maximum of 24h of work.
  • RTO: 24h, i.e. the service will be restored from the backup within 24 hours in another data center.

Security

The safety of your data is very important to us, and we design our systems and procedures to guarantee it.

• Encryption: customer data is encrypted at rest using industry-standard encryption methods, as well as in transit through HTTPS. All web connections are protected with 256-bit TLS (HTTPS with 2048-bit modulus SSL certificates) and regularly tested TLS configurations.
• Reliable Platform: data centers with full hardware guarantee, redundant data storage, network and electrical supplies.
• Passwords: customer passwords are protected with industry-standard PBKDF2+SHA512 encryption (salted + stretched for thousands of rounds).
• Safe, hardened systems: our servers are running minimal, hardened standardized system images and configuration sets, based on modern Linux distributions, with unattended automatic security patches, protected by firewalls and intrusion countermeasures.
• Isolation: client data is stored in dedicated databases — no sharing of data between clients, no access possible from one database to another.