Service Level Agreement (SLA)

Article 1 -- Service availability

1.1. The Provider commits to ensuring availability of the Orkelis service at 99.5% per calendar month, excluding scheduled maintenance periods.

1.2. The availability rate is calculated monthly using the formula: ((total minutes in the month - downtime minutes) / total minutes in the month) x 100.

1.3. Downtime is defined as the inability of all the Client's users to access the service, as measured by the Provider's monitoring tools.

Article 2 -- Exclusions

2.1. The following are excluded from the availability calculation:

-- Scheduled maintenance: the Provider notifies the Client by email at least 48 hours in advance. Scheduled maintenance is programmed outside business hours (10 PM - 6 AM, Paris time) where possible.

-- Force majeure within the meaning of Article 1218 of the French Civil Code

-- Client fault: non-compliant use, usage limit exceeded, erroneous configuration

-- Third-party network failures (Client's ISP, DNS, etc.)

-- Exceptional denial-of-service (DDoS) attacks

Article 3 -- Service credits

3.1. If the availability commitment is not met, the Client may receive service credits as follows:

-- Availability between 99.0% and 99.5%: credit of 5% of the monthly invoice

-- Availability between 95.0% and 99.0%: credit of 10% of the monthly invoice

-- Availability below 95.0%: credit of 25% of the monthly invoice

3.2. Service credits constitute the Client's sole and exclusive remedy for availability shortfalls.

3.3. To receive a service credit, the Client must submit a written request (email to [email protected]) within 30 days following the month in which the downtime occurred.

3.4. Service credits are deducted from the next invoice. They are not redeemable for cash and cannot be carried over beyond 3 months.

Article 4 -- Technical support by plan

4.1. Starter Plan:

-- Channel: email ([email protected])

-- First response time: 48 business hours

-- Hours: Monday-Friday, 9 AM - 6 PM (Paris time)

4.2. Pro Plan:

-- Channels: email + in-app chat

-- First response time: 24 business hours

-- Priority support: Pro tickets are handled first

-- Hours: Monday-Friday, 9 AM - 6 PM (Paris time)

4.3. Enterprise Plan:

-- Channels: email + chat + dedicated phone line

-- First response time: 4 business hours

-- Dedicated account manager with monthly check-in

-- Extended hours: Monday-Friday, 8 AM - 8 PM (Paris time)

Article 5 -- Escalation process

5.1. If an incident is not resolved within the expected timeframe, the Client may trigger the following escalation process:

-- Level 1: Technical support (first contact) -- Resolution time per subscribed plan

-- Level 2: Technical lead -- Automatic escalation if unresolved within 2 business days (Starter/Pro) or 8 business hours (Enterprise)

-- Level 3: Management -- Escalation on Client request or automatic if unresolved within 5 business days

5.2. At each escalation level, the Client is informed of progress by email.

Article 6 -- Maintenance and updates

6.1. The Provider ensures corrective maintenance (bug fixes), evolutive maintenance (new features), and security maintenance (security updates).

6.2. Minor updates and security patches are deployed without service interruption (continuous deployment).

6.3. Major updates that may cause service interruption are subject to scheduled maintenance notified at least 48 hours in advance.

6.4. Major new features are announced via the changelog accessible in the application.

Article 7 -- Incident notifications

7.1. In the event of an incident affecting service availability, the Provider commits to:

-- Publishing a notification on the status page within 30 minutes of incident detection

-- Notifying the Client's administrators by email if the interruption exceeds 1 hour

-- Providing a post-mortem incident report within 5 business days following resolution of any major incident (downtime exceeding 2 hours)

7.2. The incident report includes: incident timeline, identified root cause, corrective actions implemented, and preventive measures planned.

Contact

Technical support: [email protected]

CONSILIOWEB -- SAS with a share capital of 1,000 euros -- 13 Lestrade, 19200 Ussel

Check our real-time status page: orkelis.com/status

Last updated: March 2026.