Service Level Agreement for Odoo Hosting Offer

Service Level Agreement

Databases hosted by Simplify-ERP™ benefit from the following level of service at all times.

Uptime - 99.9%

  1. Customer databases are hosted in Germany and are compliant with DSGVO and GoBD.

  2. Each customer database is stored once per day on redundant storage in the same data center.

  3. We work with high performance German hosting data center operators who always guarantee at least 99.9% uptime, therefore we guarantee 99.9% uptime on a monthly basis (3 nines, excluding scheduled maintenance)*.

  4. 99.9% uptime monthly = maximum unplanned downtime of 45 min/month.

  5. We usually deliver much higher uptime than this (100% in most months), as our providers also always deliver much better uptime than their SLA.

*These metrics refer to the availability of the platform itself for all customers. Individual databases may be temporarily unavailable for certain reasons, typically related to customer actions or customizations. Scheduled maintenance happens infrequently, typically once every few months, usually lasts less than 1 hour, and is scheduled outside of business hours. They are announced in advance via email.


High availability

  1. Our data centers are Tier III certified or equivalent, with N+1 redundancy for power, network and cooling.

  2. Each customer database is replicated in real time on redundant storage located in the same data center, so that in the event of a hardware failure, failover can occur quickly and without data loss.

Backups & Disaster Recovery

  • 7 full backups are available - 1/day for 7 days are performed automatically. Manual backups can be performed at any time.

  • A snapshot of your ERP can be taken at any time upon request via email. This will then be provided to you as a temporary download link.

  • Users can request a manual backup of their live data at any time.

  • For a permanent disaster that only impacts one server, our disaster recovery plan has the following metrics.

  • RPO (Recovery Point Objective) = 24 hours, meaning a maximum of 24 hours of work can be lost.

  • RTO (Recovery Time Objective) = 24 hours, meaning the service will be back online after a maximum of 24 hours (standby action time + DNS propagation time included).

  • For data center disasters (an entire data center is completely and permanently down), the disaster recovery plan has these metrics:

    • RPO (Recovery Point Objective) = 48h, i.e. you can lose a maximum of 48h of work if the data cannot be recovered and we need to restore the last daily backup.

    • RTO (Recovery Time Objective) = 48h, i.e. the service will be restored from the backup in another data center within 48 hours.

Security

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

  1. SSL - All web connections to client instances are protected with 256-bit SSL encryption (HTTPS with a 2048-bit module SSL certificate). and run behind Grade-A SSL stacks. All our certificate chains already use SHA-2.

  2. Reliable platform - servers with full hardware warranty, redundant data storage, network and electrical power. 

  3. Passwords - Customer passwords are protected with industry standard PBKDF2+SHA512 encryption (salted + stretched for thousands of rounds). 

  4. Secure Systems - Our servers run current Linux distributions with up-to-date security patches, with firewall and intrusion counter-measures (not disclosed for obvious reasons). 

  5. Isolation - Customer data is stored in dedicated databases - no sharing of data between customers, no access from one database to another.

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