The odooinfinity.com SLA applies to databases hosted on the odooinfinity.com platform, which is a Platform-as-a-Service (PaaS) solution for deploying and managing Odoo instances. It encompasses hosting, backups, security, maintenance, and support services.
odooinfinity.com – Cloud Service Level Agreement (SLA)
Version: 2025-10-02
This Service Level Agreement ("SLA") is entered into between odooinfinity.com ("Provider") and the Customer ("Customer"), defining the terms, service levels, and commitments for cloud hosting and managed services.
- User: An active account with creation and/or editing permissions.
- App: A specialized group of features available for installation.
- Covered Extra Module: A paid module eligible for maintenance, upgrades, and fixes.
- Bug: A failure causing service interruption, traceback, or security breach.
- Covered Version: The five most recently released major versions of the Software.
Uptime Guarantee: 99.9% monthly uptime target, allowing a maximum of 45 minutes of unplanned downtime per month.
Data Center Standards: Services are hosted in Tier-III certified data centers or equivalent, ensuring N+1 redundancy for power and network infrastructure.
Geographical Redundancy: Critical services and backups are distributed across multiple geographically separated data centers to ensure continuity and automatic failover.
Planned Maintenance: Communicated in advance and excluded from uptime calculations.
Unplanned Maintenance: All reasonable efforts are made to minimize impact and downtime.
Incidents may be reported through the Odooinfinity Helpdesk. Service updates are communicated via the odooinfinity status page and direct customer channels.
Backup Policy: 14 full backups retained for at least 3 months (daily, weekly, and monthly schedules).
Backup Storage: Encrypted backups stored in Germany and India for AWS Mumbai-hosted services, using geographically redundant storage.
- RPO:24 hours
- RTO: 6 hours
All communications are protected using Grade A SSL (HTTPS) encryption.
Odooinfinity proactively monitors security vulnerabilities in covered Odoo versions and hosted modules. Customers are notified at least two weeks before public disclosure when applicable.
Patch deployment is handled according to the customer’s subscription plan, ensuring minimal service disruption.
Odooinfinity is responsible for platform provisioning, uptime, backups, redundancy, and security for covered versions.
Customers are responsible for secure usage, credentials, custom modules, third-party integrations, and uploaded data.
Exclusions include customer misconfiguration, unsupported customizations, external network failures, force majeure events, and government actions.
Subscription fees are based on the selected plan. Invoices are due within 15 days, with a 10-day grace period before suspension.
No suspension will occur during Sev-1 incidents or active good-faith billing disputes.
Upon termination, platform access is revoked immediately. Customers may download database dumps prior to termination. Data is securely deleted after 15 days unless earlier deletion is requested.
Aggregate liability is capped at 1.5 times the fees paid under the applicable agreement. Indirect and consequential damages are excluded.
Governing law: Netherlands. Disputes are resolved through ICC arbitration seated in Amsterdam, conducted in English.
Odooinfinity may update this SLA. Continued use of services constitutes acceptance of the revised terms.
Customers agree not to solicit Odooinfinity employees during the agreement term and for a defined period after termination.
Neither party is liable for failures caused by events beyond reasonable control, including natural disasters, war, or governmental actions.
This SLA is executed electronically or in writing by authorized representatives of both parties.