This SLA applies to Business plan customers of the SignCloud Services. For other plans, availability is provided on a commercially-reasonable-efforts basis (Terms, art. 7).
Monthly availability target: 99.5%, measured per calendar month on the production URL, excluding scheduled maintenance announced at least 48 hours in advance (performed off business hours whenever possible), force majeure, failures of the customer's own systems or third-party networks, and suspensions under the Terms.
| Measured monthly availability | Credit (% of the month's fee) |
|---|---|
| < 99.5% and ≥ 99.0% | 5% |
| < 99.0% and ≥ 97.0% | 10% |
| < 97.0% | 25% |
Credits are applied to the next invoice upon written request within 30 days of the incident month; they are the exclusive remedy for availability shortfalls and are capped at 25% of the monthly fee.
| Severity | Definition | First response target |
|---|---|---|
| Critical | Service unavailable or evidence integrity at risk | 4 business hours |
| Major | Key feature degraded, no workaround | 1 business day |
| Minor | Other requests and questions | 2 business days |
Support in French and English, business days 9:00–18:00 (Paris time), via contact@signcloud.fr.
Daily encrypted off-site backups (EU), restoration tests, chained audit logs, evidence packages with integrity manifests. Recovery objectives for Business: RPO 24 h, RTO 48 h.
Version 1.0 — 21 August 2026. This SLA may be updated with 30 days' notice; the version applicable to an incident is the one in force on the incident date.