Service level agreement
99.95% uptime on our cloud (paid plans only)
We work with different hosting providers worldwide that always deliver at least 99.95% uptime guarantee, so we guarantee 99.95% uptime on a monthly basis on managed hosting paid plans (excluding planned maintenance). This guarantee does not apply to the free plan.
That means no more than 43 minutes of unplanned downtime in a month.
We usually deliver much better uptime than this (100% most months), as our providers always deliver a much better uptime than their SLA too.
Customer databases are hosted in their chosen Odoo region.
Planned maintenance
Planned maintenance is not counted. It happens about once every two months and usually takes less than an hour. It’s set outside working hours in the region where it takes place, and we tell you by email before it happens.
What this covers
The platform that runs every customer’s Odoo. One Odoo can still be down for a short time for reasons of its own, most often a change you made or custom code. That isn’t platform downtime. We still help you fix it.
High availability
Data centers. Our data centers are Tier III certified or equivalent, with N+1 redundancy for power, network and cooling.
Real-time replication. Each customer database is replicated in real-time on redundant storage located in the same data center, so a failover can happen quickly in case of hardware failure.
Support response times
Odoo engineers answer you, 7 days a week. Weekends count too.
How to reach us: through the support form in your Skysize dashboard.
On your own server, we can help only when the server itself is up and reachable. Keeping the server running is your side of the work.
Backups and recovery
- Odoo instances are backed up every day. The database, the filestore and the code are backed up.
- On paid plans, we keep every backup from the last 7 days. After that, we keep one a week for 3 months. That’s about 19 points in time you can go back to.
- On the free plan, we keep the backups from the last 7 days only.
- You can download a full backup at any time, on any plan.
- On managed hosting, backups are stored and replicated within the same region as your project.
- On your own server and on-premise, backups are stored where you choose: a storage bucket or your own disk.
Recovery objectives (managed hosting, paid plans)
RPO (Recovery Point Objective): the maximum period of data loss, measured back from the moment of the incident.
RTO (Recovery Time Objective): the maximum time from the moment of the incident until service is restored.
How we keep your data safe
ISO 27001.
Our whole company is certified. See the certificate and its scope in our Trust Center.
HTTPS everywhere.
Every Odoo is served over HTTPS, with certificates we renew for you.
Your own database and your own container.
No two customers share a database. Each Odoo runs on its own, with its own CPU and memory limits.
Reliable platform.
Servers with full hardware guarantee, and redundant data storage, network and electrical supply.
Passwords.
Customer passwords are protected with industry-standard PBKDF2+SHA512 hashing, salted and stretched over thousands of rounds.
Safe systems.
Our servers run a recent Linux distribution with up-to-date security patches, a firewall and intrusion countermeasures. The details of these measures are not disclosed, for security reasons.
What this agreement doesn’t cover
Questions about this agreement?
Tell us what your client, auditor or board needs to see. We’ll go through it with you.