SLA — Service Level

This Service Level Agreement (SLA) describes Certyneo's availability commitments, support response times and compensation scheme for customers subscribed to a Business or Enterprise plan. It supplements the Terms of Use (/legal/terms) and, in case of conflict, the SLA prevails on matters of availability and support.

The scope covers the electronic signature platform accessible via https://certyneo.com, the REST API documented at /docs, as well as webhooks and native integrations listed in Annex 1 of your customer contract.

Target: 99.9% monthly availability, calculated on a calendar month basis, excluding the exclusions described below. This represents a maximum of ~43 minutes of downtime per month.

Measurement: availability is measured by our external synthetic probes (run every 60 seconds from at least two AWS regions) on the endpoints GET /, GET /api/health and POST /api/envelopes. A service is considered unavailable if at least two consecutive probes fail with an HTTP 5xx code or exceed the 10-second timeout.

Exclusions: planned maintenance windows (announced 72 hours in advance, limited to 4 hours/month, preferably outside EU business hours), force majeure, outages of third-party infrastructure directly attributable to a named subcontractor (IONOS, Resend, Twilio, Stripe — outage acknowledged by the vendor), and incidents caused by customer misuse of the service (quota overflow, DDoS attack carried by customer credentials).

Requests are classified by severity level when the ticket is opened, according to the following matrix:

Business hours are 9 am–6 pm CET/CEST, Monday to Friday excluding public holidays in France. The Enterprise plan covers P1 and P2 24/7.

If measured monthly availability falls below 99.9%, a credit is applied to the following month's invoice according to the schedule below, as a percentage of the plan's monthly fee:

• Between 99.0% and 99.9%: 10% credit
• Between 97.0% and 99.0%: 25% credit
• Below 97.0 %: 50 % credit

Cumulative credit cannot exceed 100 % of the current monthly fee and is applied automatically to the next invoice without any action required from you. You also retain the right to terminate for legitimate grounds if three consecutive months fall below the 99.0 % threshold.

Requests for application of this SLA must be sent by email to support@certyneo.com with the subject line [SLA] <mois> <année>. Certyneo confirms the observed availability measure and, where applicable, applies the credit within 30 days.

In the event of persistent disagreement about SLA interpretation, the parties commit to a mediation phase (maximum 1 month) before any legal action, in accordance with the amicable dispute resolution clause in the Terms and Conditions.