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w-nav-button"><div class="w-icon-nav-menu"></div></div></div></div></div></div></div><header class="section_header"><div class="padding-global"><div class="container-large"><div class="padding-section-home-hero"><div class="w-layout-grid header_component"><div id="w-node-e83ff914-9794-e947-ce63-91dd86604f2b-ecdc3728" class="header_content"><div class="text-label-wrapper bright hide-tablet"><div class="text-color-black">SLA</div></div><div class="margin-bottom margin-small"><h1 class="h1-inm text-color-navy">Cloud-IAM <span class="text-header-highlight">Service Level Agreement</span></h1></div><div class="margin-bottom margin-small"><p class="paragraph-hero-inm text-color-black">Battle-tested managed Keycloak - <strong>Up to 99.95% </strong>-<strong> </strong>availability SLA</p></div></div><div id="w-node-e83ff914-9794-e947-ce63-91dd86604f32-ecdc3728" class="header1_image-wrapper"><img src="https://cdn.prod.website-files.com/5f50dc76ddedbedd50e51328/6572a0256221e2b26a70bedd_Group%20280%20_%20logo%20on%20security%20web.svg" loading="eager" alt="decorative shield" class="header_image"/></div></div></div></div></div></header><div class="section_content"><div class="padding-global"><div class="container-large"><div class="content_component"><div id="w-node-_4d19a7e0-1460-21a2-58f4-bd590dbe6c6b-ecdc3728" class="content_contributers"><div class="margin-bottom"><div class="text-style-allcaps text-size-small">table of content</div></div><a href="#Service-Commitment" class="side-content-links">Service Commitment</a><a href="#Uptime" class="side-content-links">Uptime</a><a href="#Response-time" class="side-content-links">Response time</a><a href="#Resolution-time" class="side-content-links">Resolution time</a><a href="#Recovery-Point-Objective" class="side-content-links">Recovery Point Objective (RPO)</a><a href="#Trigger-the-on-call-team" class="side-content-links">Trigger the on-call team</a><a href="#In-case-of-an-outage" class="side-content-links">In case of an outage</a><a href="#Claim-SLA-Credit" class="side-content-links">How to Claim a SLA Credit</a><a href="#Payment-Compensation" class="side-content-links">Payment of Compensation</a><a href="#Exclusions-Uptime-Guarantee" class="side-content-links">Exclusions to the Uptime Guarantee</a></div><div class="content_wrapper"><p>This Service Level Agreement between Cloud-IAM and the customer outlines the level of service, the process by which the customer can request technical support or submit a claim for not meeting the service level, and request credit for the period the service level was not met.<br/></p><div id="Service-Commitment" class="content-box reduce-padding"><h2 class="h3-inm">Service Commitment</h2><p class="paragraph-inm black">Cloud-IAM is committed to delivering a robust and fault-tolerant service, incorporating automatic recovery mechanisms in the event of system failures. We prioritize the security and reliability of our service. Technical support is available for users requiring assistance with system access. Additionally, non-technical support is offered for matters related to billing, credits resulting from outages, and business concerns.<br/><br/>For detailed information about our service commitment, including the scope of services, responsibilities of both parties, and any exclusions, please refer to the comprehensive documentation provided in the SLA, <a href="https://www.cloud-iam.com/en/terms">Terms of Service</a>, and <a href="https://cloud-iam-marketing.s3.fr-par.scw.cloud/doc/%5BEN%5D%20RACI%20-%20Cloud-IAM.pdf">RACI</a> documents available on demand. These documents outline the specific details of our commitment, ensuring transparency and clarity regarding the Cloud-IAM service.<br/>‍<br/></p></div><div id="Uptime" class="content-box reduce-padding"><h2 class="h3-inm">Uptime</h2><p class="paragraph-inm black">Uptime is calculated by dividing the total time the services are operational in a given month by the total time, including both operational and non-operational periods (uptime plus downtime) for that month. The resulting percentage is a key metric used to measure the reliability and performance of the services on a monthly basis.<br/><br/>The determination of uptime is contingent upon the support level chosen by the Client. For specific details and corresponding uptime commitments associated with each support level, please refer to the table outlined below, titled "Uptime Service Level Agreement by Support Level."<br/>‍<br/></p><div class="w-embed"><style> table { width: 100% } table td, table th { border: 1px solid #ccc; padding: 1rem } </style> <table> <tbody> <tr> <td>Support Level - Expert</td> <td>Cloud-IAM guarantees at least 99.95% availability for the expert support level.</td> </tr> <tr> <td>Support Level - Professional</td> <td>Cloud-IAM guarantees at least 95% availability for the Professional support level.</td> </tr> <tr> <td>Support Level - Standard</td> <td>Cloud-IAM does not guarantee availability for the standard support level. </td> </tr> </tbody> </table></div><div class="text-block-33"><em>Uptime Service Level Agreement by Support Level - Cloud-IAM</em></div></div><h3 class="h3-inm">Incident</h3><div id="Response-time" class="content-box reduce-padding"><h2 class="h3-inm">Response time</h2><p class="paragraph-inm black">The Response Time for incidents is contingent upon the support level chosen by the Client and the severity of the incident. <em>(Business hours are expressed in French business hours. i.e: Paris, France timezone)</em><br/></p><div class="table w-embed"><style> table { width: 100% } table td, table th { border: 1px solid #ccc; padding: 1rem } table th { background-color: #7d8998; color: #fff } </style> <table> <thead> <tr> <th>Support level</th> <th>Critical</th> <th>Medium</th> <th>Low</th> </tr> </thead> <tbody> <tr> <td>Expert</td> <td>1H</td> <td>24 business hours</td> <td>72 business hours</td> </tr> <tr> <td>Professional</td> <td>12H</td> <td>48 business hours</td> <td>96 business hours</td> </tr> <tr> <td>Standard</td> <td>Best effort</td> <td>Best effort</td> <td>Best effort</td> </tr> </tbody> </table></div></div><div id="Resolution-time" class="content-box reduce-padding"><h2 class="h3-inm">Resolution time</h2><p class="paragraph-inm black">The Resolution Time for incidents is contingent upon the support level chosen by the Client and the severity of the incident. <em>(Business hours are expressed in French business hours. i.e: Paris, France timezone CET+1, CEST+2)</em><br/></p><div class="table w-embed"><style> table { width: 100% } table td, table th { border: 1px solid #ccc; padding: 1rem } table th { background-color: #7d8998; color: #fff } </style> <table> <thead> <tr> <th>Support level</th> <th>Critical</th> <th>Medium</th> <th>Low</th> </tr> </thead> <tbody> <tr> <td>Expert</td> <td>2H</td> <td>48 business hours</td> <td>72 business hours</td> </tr> <tr> <td>Professional</td> <td>6H</td> <td>72 business hours</td> <td>96 business hours</td> </tr> <tr> <td>Standard</td> <td>Best effort</td> <td>Best effort</td> <td>Best effort</td> </tr> </tbody> </table></div></div><section id="Recovery-Point-Objective" class="content-box reduce-padding"><h3 class="h3-inm">Recovery Point Objective (RPO)</h3><p>The Recovery Point Objective (RPO) is contingent upon the last backup. Daily backups of each database are performed at least on a daily basis, ensuring an RPO of a maximum of 24 hours.<br/><br/>For clients on the Expert and Professional support levels, upon request, the frequency of these backups can be adjusted, potentially incurring an additional cost. For detailed information regarding RPO options and associated costs, please contact our team.</p></section><section id="Trigger-the-on-call-team" class="content-box reduce-padding"><h3 id="on-call-team" class="h3-inm">Trigger the on-call team</h3><p>The "Trigger On-call team" feature from your Cloud-IAM organization, is only available if you subscribe to the Expert support level. You gain access to this feature for reaching out to us at any time, for Critical Incident support. This feature is available through <a href="https://app.cloud-iam.com/support/incident" class="link-inm">the Cloud-IAM dashboard</a>.<br/><br/>According to our Terms & services, any non-critical incident reported and characterized as a Medium Incident or Low/Routine Incident may result in a €200 overcharge. </p></section><section id="In-case-of-an-outage" class="content-box reduce-padding"><h3 class="h3-inm">In case of an outage</h3><p>In the unlikely event that Cloud-IAM fails to meet the above-mentioned uptime commitment, Cloud-IAM shall offer service credits as compensation to the customer.<br/><br/>The service credits (SC) will be calculated in accordance with the following formula:<br/><br/><span class="text-span-12">SC = Y / 12 x 50 %</span>‍<br/>Where:<br/>- <strong>SC</strong> represents the service credit.<br/>- <strong>Y</strong> represents the yearly subscription cost of the Customer as specified in the Order Form.</p></section><div id="Claim-SLA-Credit" class="content-box reduce-padding"><h2 class="h3-inm">How to Claim a SLA Credit</h2><p class="paragraph-inm black">A request for an SLA credit must be submitted in writing, within 30 days from the outage to which they refer, via email to <a href="mailto:support@cloud-iam.com">support@cloud-iam.com</a></p></div><div id="Payment-Compensation" class="content-box reduce-padding"><h2 class="h3-inm">Payment of Compensation</h2><p class="paragraph-inm black">The compensation will be in the form of Cloud-IAM usage credits and may not be exchanged for cash or other forms of payment. <br/><br/>All outage periods and compensation are calculated by Cloud-IAM and are based on the plan that the customer is using. Once we’ve verified the outage, we’ll issue an SLA payment as a credit to be used against your invoice for the following billing cycle.<br/></p></div><div id="Exclusions-Uptime-Guarantee" class="content-box reduce-padding"><h2 class="h3-inm">Exclusions to the Uptime Guarantee<br/></h2><p class="paragraph-inm black">Cloud-IAM does everything within our capacity to maintain the availability of your service. However, there are certain events for which we cannot be held accountable, and as such, they are excluded from our Service Level Agreement (SLA). The following events will be exempt from Cloud-IAM's availability guarantee:<br/>‍<br/></p><ul role="list"><li><strong>Scheduled Interruptions or Network/Hardware/Software Maintenance:<br/><br/>‍</strong>Any planned interruptions for maintenance purposes, whether for network or hardware enhancements, fall outside the scope of our availability commitment.<br/> <br/></li><li><strong>Customer-Triggered Redeployment:<br/><br/>‍</strong>Events initiated by the customer, such as custom extension updates or Keycloak version upgrades, leading to service interruption.<br/><br/></li><li><strong>Load Caused by Client Queries or Usage:<br/><br/>‍</strong>This includes, but is not limited to, issues arising from inaccurate installations, software configurations, or excessive usage of resources.<br/><br/></li><li><strong>Failures or Termination by Cloud Providers:<br/><br/>‍</strong>Instances where cloud providers, utilized by Cloud-IAM to deliver the service, experience failures or terminate the instance.<br/><br/></li><li><strong>Hostile or Abusive Actions by Third Parties:<br/>‍</strong>Failures resulting from malicious actions by third parties, such as denial-of-service attacks, that violate the Agreement.<br/><br/></li><li><strong>Technology Failures on the Customer's Side:<br/><br/>‍</strong>Instances where the system is unavailable due to customer network failures, hardware, software, or third-party equipment.<br/>‍<br/></li><li>‍<strong>Routing or Other Faults in Intermediary or External Networks:<br/><br/>‍</strong>Errors caused by intermediary or external networks affecting the service's availability.<br/><br/></li><li><strong>Errors Outside Cloud-IAM’s Reasonable Control:<br/><br/>‍</strong>Any errors resulting from factors beyond Cloud-IAM's reasonable control.<br/><br/></li><li><strong>Features or Services Designated Alpha or Beta or Deprecated:<br/><br/>‍</strong>Services or features marked as Alpha, Beta, or deprecated are excluded from the SLA.<br/><br/></li><li><strong>Keycloak version not supported by Cloud-IAM:<br/><br/>‍</strong>Old versions of Keycloak deprecated on this following <a href="https://documentation.cloud-iam.com/references/keycloak-upgrades.html#keycloak-upgrade-process">list</a>, are excluded from the SLA. </li></ul></div><h2 class="h3-inm"><strong>Definitions</strong><br/></h2><div id="Exclusions-Uptime-Guarantee" class="content-box reduce-padding"><h2 class="h3-inm"><strong>Response Time</strong><br/></h2><p class="paragraph-inm black">Incident Response Time is defined as the duration between the formal reporting of an incident by the user, either via email to <a href="mailto:support@cloud-iam.com">support@cloud-iam.com</a> or through the ticket center inside the Cloud-IAM App, and the acknowledgment of the incident by the Cloud-IAM support team through a response to the email or ticket.<br/></p></div><div id="Exclusions-Uptime-Guarantee" class="content-box reduce-padding"><h2 class="h3-inm"><strong>Resolution Time</strong><br/></h2><p class="paragraph-inm black">Resolution Time refers to the targeted time frame established for the resolution of reported incidents. It is the maximum allowable time within which the Cloud-IAM team aims to address and resolve incidents based on their severity level.<br/></p></div><div id="Exclusions-Uptime-Guarantee" class="content-box reduce-padding"><h2 class="h3-inm"><strong>Outage</strong><br/></h2><p class="paragraph-inm black">An Outage typically refers to a period during which a service, system, or network experiences a disruption or failure, rendering it unavailable or non-functional. During an outage, users may be unable to access the services or resources the system normally provides. Outages can be caused by various factors, including technical issues, hardware failures, software bugs, cyberattacks, or other unforeseen events that interrupt the normal operation of a service or system.<br/></p></div><div id="Exclusions-Uptime-Guarantee" class="content-box reduce-padding"><h2 class="h3-inm"><strong>Recovery Point Objective (RPO)</strong><br/></h2><p class="paragraph-inm black">Recovery Point Objective (RPO) is a critical metric that denotes the maximum tolerable timeframe within which data can be lost or unrecoverable in the event of an incident. For our services, the RPO depends on the last backup, representing the point in time to which data can be restored.<br/></p></div><div id="Exclusions-Uptime-Guarantee" class="content-box reduce-padding"><h2 class="h3-inm"><strong id="on-call-team-def">Trigger On-call Team</strong><br/></h2><p class="paragraph-inm black">The "Trigger On-call Team" is a Cloud-IAM feature provided exclusively to subscribers of the Expert support level. It enables users to initiate immediate contact with our on-call support team through the Cloud-IAM dashboard, ensuring prompt and specialized assistance in the event of Critical Incidents.<br/></p></div><div id="Exclusions-Uptime-Guarantee" class="content-box reduce-padding"><h2 id="severity-levels" class="h3-inm"><strong>Severity levels</strong><br/></h2><div class="table w-embed"><style> table { width: 100% } table td, table th { border: 1px solid #ccc; padding: 1rem } table th { background-color: #7d8998; color: #fff } </style> <table> <thead> <tr> <th>Priority</th> <th>Level</th> <th>Definition</th> </tr> </thead> <tbody> <tr> <td>P1</td> <td>Critical</td> <td>Critical service or a major portion of the service is unavailable (users cannot log in.)</td> </tr> <tr> <td>P2</td> <td>Medium</td> <td>Medium Issue preventing Cloud-IAM customers from performing critical time-sensitive functions.</td> </tr> <tr> <td>P3</td> <td>Low</td> <td>Minor Issue preventing Cloud-IAM customer from performing a portion of their duties (performance degradation, UI/UX issue)</td> </tr> </tbody> </table></div></div><div id="Exclusions-Uptime-Guarantee" class="content-box reduce-padding"><h2 class="h3-inm"><strong>Uptime</strong><br/></h2><p class="paragraph-inm black">Uptime refers to the percentage of time during each calendar month in which the services provided by Cloud-IAM are operational and available for use by the Client and Customer Users through their Keycloak deployment. Operational periods include times when the services are functional. Cloud-IAM measures uptime based on the availability of the login functionality, which is a critical component of our service. Uptime is defined as the percentage of time during which the service's login feature is fully operational and accessible to users without undue delay or error.<br/><br/>This comprehensive understanding of operational and non-operational periods ensures transparency in evaluating the overall service availability and performance.<br/></p></div><div id="Exclusions-Uptime-Guarantee" class="content-box reduce-padding"><div class="align-center"><a href="/en/sla-legacy" class="link decoration">SLA Legacy</a></div></div></div></div></div></div></div><section class="section_cta"><div class="padding-global"><div class="container-small"><div class="text-align-center"><div class="margin-bottom margin-small"><h2 class="h2-inm">Get started with Cloud-IAM today</h2></div><p class="paragraph-inm">Create a free account and test out a deployment for yourself. <span class="text-weight-bold"> Or book a call with us for a demo or more detailed information.</span></p></div><div class="margin-top 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