Service Level Agreement

Cloud Services Hosting

Cloudos allows our clients to host their business software on the cloud and manage their data efficiently and securely.

Database Hosting

Databases hosted on cloudos.host enjoy the following services at all times:

  • We guarantee 99.9% uptime monthly.

  • Customer databases are replicated in real-time on redundant storage.

  • We usually deliver better uptime than our SLA.

Software Hosting

Cloud hosting uses software to divide a single physical server into multiple virtual servers and offers several benefits.

  • SaaS:  Software as a Service. Have real-time access to the software with SaaS-based cloud hosting.

  • No Maintenance Needed: Access your software via your web browser with no need to maintain any hardware, server, or infrastructure.

  • Security: Benefit from secure hosting, replication, backups, 24/7 monitoring, SLAs, etc.

  • Data Access: Gain real-time data access at a lower cost and achieve higher business agility.

High Availability

Our systems rely on high availability thanks to the following factors:

  • The 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.

Backup & Disaster Recovery

Ensure that you never lose any valuable data thanks to the Cloudos backup and disaster recovery system, which includes the following features:

  • 14 full backups for at least 3 months: 1 for 7 days, 1 for 4 weeks, and 1 for 3+ months.

  • Backups are replicated on at least three different machines in different data centers.

  • Users can download manual backups of their live data at any time.

  • For a permanent disaster impacting one server only, RPO (Recovery Point Objective) = 5 minutes, RTO (Recovery Time Objective) = 30 minutes, and service will be back online after 30 minutes.

  • For data center disasters (where one entire data center is completely and permanently down), the Disaster Recovery Plan has two metrics: RPO (Recovery Point Objective) and RTO (Recovery Time Objective). RPO allows for a maximum of 24 hours of work, while RTO means service will be restored within 24 hours.

Security

The safety of your data is very important to us, and we design our systems and procedures to guarantee it. You can learn more about it on our security page. Here are some highlights:

  • SSL: All web connections to client instances are protected with 256-bit SSL encryption (HTTPS with a 2048-bit modulus SSL certificate) and run behind Grade A SSL stacks. All certificate chains are using SHA-2 already.

  • Reliable Platform: Servers with complete hardware guarantees, redundant data storage, network, and power supplies

  • Passwords: Customer passwords are protected with industry-standard PBKDF2+SHA512 encryption (salted and stretched for thousands of rounds).

  • Safe systems: Our servers are running a recent Linux distribution with up-to-date security patches and firewall and intrusion countermeasures.

  • Isolation: Client data is stored in dedicated databases; there is no sharing of data between clients, and no access is possible from one database to another.