SLA — Service Level

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

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

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

Measurement: availability is measured by our external synthetic probes (executed 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), acts of force majeure, outages of third-party infrastructure directly attributable to a named subcontractor (IONOS, Resend, Twilio, Stripe — outage recognised by the vendor), and incidents caused by customer misuse of the service (quota overflow, DDoS attack using 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 French public holidays. 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 scale 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 bill and is applied automatically to the next invoice without any action required from you. You also retain your right to terminate the service for legitimate reasons 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 case of persistent disagreement regarding the interpretation of the SLA, the parties commit to a preliminary mediation phase (maximum 1 month) before any legal proceedings, in accordance with the amicable dispute resolution clause of the Terms and Conditions.