SLA — Service Level

This Service Level Agreement (SLA) describes Certyneo's availability commitments, support response times and compensation regime that Certyneo grants to its customers subscribed to a Business or Enterprise plan. It supplements the General Terms and Conditions (/legal/terms) and, in case of contradiction, the SLA prevails on availability and support matters.

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 Appendix 1 of the customer contract.

Objective: 99.9% monthly availability, calculated on the calendar month, excluding exclusions described below. This represents a maximum of ~43 minutes of downtime 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), force majeure events, outages of third-party infrastructure directly attributable to a named subcontractor (IONOS, Resend, Twilio, Stripe — outage acknowledged by the provider), and incidents caused by customer misuse of the service (quota overflow, DDoS attack carried by the customer's credentials).

Requests are qualified by criticality level upon ticket opening, according to the following matrix:

Business hours are 9 a.m.–6 p.m. 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 fee and is applied automatically to the next invoice without any action required by the customer. The customer also retains the right to terminate for legitimate cause if three consecutive months fall below the 99.0% threshold.

Requests for application of this SLA must be sent by email to [email protected] with subject [SLA] <mois> <année>. Certyneo confirms the observed availability measurement and, if applicable, applies the credit within 30 days.

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