Hosting is carried out in a secure environment ensuring continuity of service, storage and protection of data, operation of equipment, connectivity to remote networks.
The service provider will ensure the availability of its system at the nominal level of 99.9% between 8:00 am and 8:00 pm (French metropolitan hours), except for maintenance periods and version changes for which the Client will be informed by e-mail sent to Proposal Studio© users 48 hours in advance.
Outside of these time slots, users will be able to access the system 24 hours a day, 7 days a week, but without any guarantee of its total availability, as these slots may be reserved for maintenance or backup operations.
In addition, it will not be possible to access telephone support outside the times mentioned in the Customer Relations paragraph.
In the event of system unavailability, the Service Provider will use all reasonable means in accordance with the BCP to restore the service: Unavailability detected by the monitoring system and not due to an application anomaly will be treated as soon as it is detected, regardless of the time and day, in accordance with the unavailability thresholds defined in the Summary Table of BCP trigger thresholds.
Application anomalies will be handled in accordance with the resolution times detailed in this contract. Business Continuity Plan (BCP) The management of a continuity plan for the hosted service is ensured by the Provider.
It details: Scope and principles Types of incidents covered Means implemented to guarantee business continuity Threshold for triggering BCP procedures Summaries of operations for setting up, updating and auditing the BCP The Business Continuity Plan is attached.
The Provider reserves the right to modify its BCP each year if the activity or the annual tests of this BCP require it. The Service Provider will then send an updated version to the Customer.