Odoo Cloud Hosting
Service Level Agreement

Databases hosted on www.odoo.com enjoy the following service at all times.

Uptime - 99.9%

• Customer databases are hosted in the chosen Odoo region: europe, americas, asia-pacific, middle-east-and-northern-asia or oceania (see Zásady ochrany osobných údajov for more info)
• Each customer database is replicated in real-time on redundant storage located in the same data center
• We work with different hosting providers worldwide that always deliver at least 99.9% uptime guarantee, so we guarantee 99.9% uptime on a monthly basis (3 nines, excluding planned maintenance)^*
• 99.9% uptime monthly = maximum unplanned downtime of 45 min/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.

^* these metrics refer to the availability of the platform itself for all customers. Individual databases may be temporarily unavailable for specific reasons, typically related to the customer's actions or customizations.
Planned maintenance operations happen infrequently, typically once every couple of months, generally last less than 1 hour, and are scheduled outside of business hours in the region where the maintenance is taking place. They are announced by email or via the @OdooStatus feed.

High Availability

• Our data centers are Tier-III certified or equivalent, with N+1 redundancy for power, network and cooling
• 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, with no data loss.

Backups & Disaster Recovery

• 14 full backups for at least 3 months: 1/day for 7 days, 1/week for 4 weeks, 1/month for 3+ months (view simulation of snapshots).
• Backups replicated on at least 3 different machines in different data centers in Europe and Canada, with a fourth frozen copy in an immutable cold storage. It is not possible to choose or restrict the regions where backups are replicated.
• Users can download manual backups of their live data at any time
• For a permanent disaster impacting one server only, our Disaster Recovery Plan has the following metrics:
  • RPO (Recovery Point Objective) = 1 hour, i.e. you can lose 1 hour of work max, but in general it will be less than 5 minutes
  • RTO (Recovery Time Objective) = 6 hours, i.e the service should be back online within 6 hours  (Standby promotion time + DNS propagation time included)
    
• For data center disasters (one entire data center is completely and permanently down), our Disaster Recovery Plan has these metrics:
  • RPO (Recovery Point Objective) = 24h, i.e. you can lose maximum 24h of work if the data cannot be recovered and we need to restore the last daily backup
  • RTO (Recovery Time Objective) = 24h, i.e. the service will be restored from the backup within 24 hours in a different data center 

Bezpečnosť

• Encryption: customer data is encrypted at rest using industry-standard encryption methods, as well as in transit through HTTPS. All web connections are protected with 256-bit TLS (HTTPS with 2048-bit modulus SSL certificates), and running regularly tested TLS configurations.
• Reliable Platform - Servers with full hardware guarantee, redundant data storage, network and electrical supplies
• Passwords - Customer passwords are protected with industry-standard PBKDF2+SHA512 encryption (salted + stretched for thousands of rounds)
• Safe, hardened systems - Our servers are running minimal, hardened standardized system images and configuration sets, based on modern Linux distributions, with unattended automatic security patches, protected by firewalls and intrusion countermeasures.
• Isolation - Client data stored in dedicated databases - no sharing of data between clients, no access possible from one database to another