BSS Cloud Hosting - Service Level Agreement (SLA)
Odoo CE and EE databases hosted on Binhex's server infrastructure.
Each customer database is replicated in real time in redundant hosting in the same data center.
We work with the same dedicated server provider in Europe and it guarantees 99.9% service, so we guarantee 99.9% of our hosting service (excluding planned maintenance) https://www.ovhcloud.com/es- en/personal-data-protection/security/
99.9% uptime = maximum maintenance downtime of 45 min/month
We typically deliver much better uptime than it is (100% in most months), because our vendors always deliver much better uptime in their SLAs as well.
* these metrics refer to the availability of the platform for all clients. Some databases may not be available for specific reasons, usually related to actions requested by customers or customizations.
Planned maintenance operations happen frequently, normally once a month, generally in less than 1 hour, and are scheduled outside the working hours of the region where maintenance is being performed. These are announced via email.
Our data centers are Tier-III certified or equivalent, with N+1 redundancy for power, networking, and cooling.
Each database of our clients is replicated in real time in a redundant storage in the same data center, in case of hardware failure an automatic switch is carried out without data loss.
15 complete copies of databases and filestore are made at two times during the day (morning and afternoon) rotating them every 3 months.
At the same time, snapshots of the containers are made with the complete instances of the system (applications, databases and filestore), storing 5 versions of them.
Backups are replicated on at least two different machines in different data centers in Europe.
Users can download manual backups of their live data at any time.
For a permanent disaster impacting only one server, our Disaster Recovery Plan has the following metrics:
RPO (Recovery Point Objective) = 5 minutes, e.g. you can lose a maximum of 5 minutes of work.
RTO (Recovery Time Objective) = 30 minutes, e.g. the service will be online after a maximum of 30 minutes (Waiting time + DNS propagation time included).
For data center disasters (an entire data center is having permanent problems), the Disaster Recovery Plan has these metrics:
RPO (Recovery Point Objective) = 24h, e.g. You can lose a maximum of 24 hours of work if the data cannot be recovered and we need to restore the last daily backup.
RTO (Target Recovery Time) = 24h, e.g. service will be restored from backup within 24 hours at a different data center.
Customer data is stored in a dedicated database, with no data sharing between customers.
Data access control rules implement complete isolation between customer databases running on the same cluster, access from one database to another is not possible.
Customer passwords are protected with industry standard PBKDF2 + SHA512 encryption (salted + extended over thousands of rounds)
Odoo staff do not have access to your password and cannot recover it for you, the only option if you lose it is to reset it.
Login credentials are always transmitted securely over HTTPS.