Service Level Agreements (SLA) ^●

The Service Level Agreement (SLA) is a contractual document that defines the service levels and commitments of Maintenance WP within the framework of site maintenance services. It precisely establishes the support conditions, guaranteed response times, and intervention procedures according to the criticality level of incidents. This document serves as the reference framework for service quality, detailing the agency's responsibilities, the resources deployed, and the performance indicators used to evaluate the quality of service provided to the client.

Service Availability

24/7/365 monitoring
Technical support is available Monday to Friday from 9am to 18pm.
24/7 technical support for critical incidents
Based in France with French-speaking teams

Incident Classification

Level 1 – Critique

Site not accessible
Major security problems
Maximum response time: 1 hour
Response time: immediate

Level 2 – Major

Significant malfunctions without total blockage
Significant performance issues
Maximum response time: 2 hours
Maximum response time: 3 hours

Level 3 – Minor