Service Level AgreementUptime - 99.9%High AvailabilityBackups & Disaster RecoverySecurity

Service Level Agreement

Uptime - 99.9%

  • Customer databases are hosted in Canada or in the USA
  • Each customer database is replicated in real-time on redundant storage located in the same data center
  • We work with different hosting providers worldwide that always deliver at least 99.9% uptime guarantee, so we expect 99.9% uptime on a monthly basis (3 nines, excluding planned maintenance)*
  • 99.9% uptime monthly = maximum unplanned downtime of 45 min/month.
* these metrics refer to the availability of the platform itself for all customers. Individual databases may be temporarily unavailable for specific reasons, typically related to the customer's actions or customizations.


Planned maintenance operations happen infrequently, typically once every month, generally last less than 1 hour, and are scheduled outside of business hours in the region where the maintenance is taking place. They are announced by email or via the @EvosoftStatus feed.


High Availability

  • Our data centers are Tier-III certified or equivalent, with N+1 redundancy for power, network and cooling
  • Each customer database is replicated in real-time on redundant storage located in the same data center, so a failover can happen quickly in case of hardware failure, with no data loss.


Backups & Disaster Recovery

  • 14 full backups for at least 3 months: 1/day for 7 days, 1/week for 4 weeks, 1/month for 3+ month.
  • Backups replicated on at least 1 different machine in different data centers in Canada or the USA. It is not possible to choose or restrict the regions where backups are replicated.
  • Users with the proper access rights can download manual backups of their live data at any time


Security

The safety of your data is very important to us.

You can learn more about it on our Security and on our Odoo page.

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Here are some highlights:

  • SSL - All web connections to client instances are protected with 256-bit SSL encryption (HTTPS with a 2048-bit modulus SSL certificate), and running behind Grade A SSL stacks. All our certificates chains are using SHA-2 already.
  • Reliable Platform - Servers 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 Systems - Our servers are running recent Linux distribution with up-to-date security patches, with firewall and intrusion counter-measures (not disclosed for obvious reasons) 
  • Isolation - Client data stored in dedicated databases - no sharing of data between clients, no access possible from one database to another