Legal
Service commitment
What we commit to holding: availability, maintenance windows, support response times and backups.
In effect as of September 4, 2026. Any significant change is communicated to clients before it takes effect.
Document outline
Availability
Target, how it is measured, exclusions.
OKTO Solutions targets 99.5 % monthly availability for access to the client instance.
Availability is measured over the calendar month, excluding planned and announced maintenance windows, outages caused by the client's network or equipment, and events of force majeure.
Maintenance windows
When, and with how much notice.
Planned maintenance takes place outside business hours, within a window announced at least five business days in advance. Urgent security patches may be applied without notice, and the client is informed afterwards.
Every instance update is preceded by a backup, and a rollback to the previous version is possible if it fails.
Technical support
Channels, hours, first response times.
Support is offered in French, Monday to Friday, during business hours, Eastern Time, by email at the address stated in the contract.
Target first response times are 4 business hours for a critical incident, 8 business hours for a major incident and one business day for any other request. An incident blocking all users takes priority over every other request.
Backups and restoration
Frequency, retention, restoration time.
The data in each instance is backed up daily, encrypted, and kept for 30 days. Backups are verified by periodic read-back.
In the event of data loss attributable to OKTO Solutions, restoration is undertaken at no charge and as quickly as possible.
Service credits
What the client gets if the target is missed.
If monthly availability falls below the target, the client may request a service credit on the following scale: below 99.5 % availability, 5 % of the monthly fee; below 99 %, 10 %; below 97 %, 25 %.
The credit is requested in writing within 30 days of the month concerned and is applied to a later invoice.
The other documents
A question about the contractual framework before these documents are published? Write to us and we will tell you where things stand.