Business Continuity Plan
Is the service covered by a Business Continuity Plan (BCP)?
Yes
# What risks are covered by BCP/DRP?
IT breakdowns (loss of machines, loss of connectivity to the datacenter, loss of databases)
Critical SaaS applications unavailability
Offices unavailability
# How quickly will the supplier notify its customers of the launch of the BCP/DRP?
Commitment: <2h
Results obtained during our last annual test (see Disaster Recovery Plan): <15 minutes
# How long does it take to return to a normal situation?
RTO : 6h
Results obtained during our last annual test (see Disaster Recovery Plan): 51 minutes
# Does the supplier carry out tests to verify the operation and effectiveness of the DRP?
Yes, on an annual basis, for the entire scope of the BCP.
# Does the Supplier agree to organize joint BCP/DRP tests with the Customer?
Yes.
# Does the Supplier agree to the presence of the Customer during the BCP/DRP tests?
No.
# How are Personal Data processed as part of the BCP/DRP?
The usual level of security and confidentiality is maintained.
# What measures has the Supplier taken to ensure Business Continuity?
Total replication of the IT infrastructure on a second site, at least 200km from the initial hosting site & operated by the Supplier's Host.
Business continuity measures planned for other scenarios.
Disaster Recovery Plan
# Is the service covered by a Disaster Recovery Plan (DRP)?
Yes
# What is the backup location?
In the event of an incident, the Supplier will set up a full replication of the IT infrastructure on a second site, isolated by at least 200km from the initial hosting site & operated by the Supplier's Host.
# What is the Service recovery time? What is the Recovery Time Objective (RTO) of the Service?
6 hours
# What is the Recovery Point Objective (RPO) of the Service?
4 hours
# At what level of nominal operation does the Supplier commit to provide the Service when in degraded mode?
80%
# Which parts of the Service are outsourced?
The software and network infrastructure (including power) are the responsibility of the 365Talents' hosting provider. The sending of emails (regular and occasional notifications) is subcontracted to Mailjet.\
For further information, please refer to the External service providers and subcontractors page.
# Do the Supplier's subcontractors have a DRP for the services provided?
- Microsoft Azure : Yes
- MailJet : Yes
# When is the DRP tested? Is a report available?
The DRP is formally tested every year. Report is available upon request.
Service Level Agreement
Technical support
# Is Technical Support covered by an SLA?
Yes.
# How is Service Support provided?
Through a ticketing system.
Definitions
(A) Acknowledge anomaly (TA)
TA = Ta-T0
T0: Date of ticket opening email sent by Customer
Ta: Date of ticket creation
TA: Time taken to acknowledge the ticket
(B) Resolution delay (with workaround or correction) depending of the criticality of the ticket since its creation date.
TB = Tr - TA
Tr: ticket creation date
TB: total time taken to resolve the ticket
Technical Support SLA
Critical anomaly
(A) 2 working hours GMT
(B) 8 working hours GMT
Major anomaly
(A) 4 working hours GMT
(B) 16 working hours GMT to apply a workaround
(B)' 48 working hours GMT to apply a fix
Minor anomaly
(A) 24 working hours GMT
(B) 1 month
Anomaly refers to an anomaly and/or incident within the scope of the Service that are not due to misuse of the Service, including :
- any reproducible failure, malfunction, error, bug or blockage disrupting or interrupting the Service or the use, where applicable, of all or part of the Service
- any functional regression of the Service, any non-compliance of the Service with the organizational, technical or functional specifications approved by the Customer before or during the Contract.
Anomalies :
- Critical Anomaly: Anomaly which prevents the use of all or part of the essential functionalities of the Service and which has no workaround solution.
- Major Defect: Defect in one or more of the Service's essential functions that significantly alters the use or operation of the Service.
- Minor Anomaly: An anomaly in the operation of the Service affecting or diminishing one of its non-essential functions.
Fix: refers to any action taken to bring the Service back to normal following a detected Anomaly. A fix resolves the cause and consequences of the Anomaly by avoiding any interruption, deterioration or regression in the functionality or performance of the Service.
Service
# Is the service covered by an SLA?
Yes.
# What is the service SLA?
Solution availability: 99.5% per year
The service is provided 24 hours a day, 7 days a week.
99.5% excluding scheduled maintenance.
Scheduled maintenance takes place outside business hours, i.e. between 8:00 p.m. and 8:00 a.m. (Paris time) on business days, or at any time on non-business days. Scheduled maintenance is scheduled with at least 5 working days' notice.
Priority will be given to scheduled maintenance on non-business days if the impact on user experience is deemed to be significant.