Skip to main content
Questionnaire types How it works Sovereignty Ecosystem Compare Resources
Sign in See the demo

Service Level Agreement (SLA)

Version in force as of 13 October 2025. The SLA describes the support and maintenance services, the availability guarantees, the measures taken in the event of an outage, and the corresponding response and restoration times.

English translation provided for convenience. The French version is the reference text in the event of any discrepancy, since the company and its contracts are governed by French law. French reference version

Terms of Service → Terms of Use → Sovereignty and hosting →

99.9%

guaranteed annual availability rate

4 h

guaranteed response time, blocking anomaly (business hours)

8 h

guaranteed restoration time, blocking anomaly (business hours)

4 s

maximum loading time for 90% of loaded content

1. Definitions

All capitalised terms, if not defined in this service level agreement (hereinafter the “SLA”), have the meaning given to them in the general terms and conditions of service and/or the general terms of use of the Platform.

Client: means any professional, whether a natural or legal person, registered with the trade and companies register or any equivalent commercial register, that has entered into a Contract with Optivalue.ai.

Contract: means the Client’s subscription to the contract for the provision of the Platform.

Platform: means the software platform named “Optivalue.ai”, developed and published by Optivalue.ai and made available to the Client in accordance with the terms of the Contract, the purpose of which is to organise and manage the compliance of the user entity with international and national laws, regulations, frameworks, normative standards and/or certifications and, depending on the services subscribed by the entity, to digitise existing standards on the Platform and/or to create its own internal standards.

User: means the natural person who benefits from the services provided by the Platform and granted to the Client, who is employed by the Client or by the Client’s subcontractors, and who is authorised to use all or part of the Platform, regardless of where that person is located and how that person accesses it.

Optivalue.ai: means the company Optivalue, a société par actions simplifiée (simplified joint-stock company) with a share capital of EUR 3,350,535.32, having its registered office at 300 rue du Vallon, les Vaisseaux, 06560 Valbonne, registered with the Trade and Companies Register of Grasse under number 853 951 556.

Business Days and/or Business Hours: means the days of the week from Monday to Friday between 8:30 a.m. and 5:30 p.m. (metropolitan French time), excluding French public holidays.

2. Purpose

The service level agreement describes the support and maintenance services for the Platform performed by Optivalue.ai, the availability guarantees for the Platform, the measures to be taken in the event of service outages, and the corresponding response and repair times.

All the guarantees described below apply to the subscription of a licence to the Platform in public or private SaaS mode under the Contract. Specific developments contracted by the Client in relation to the Platform are not covered by the SLA until such developments have been validated by the Client and made available in the Platform.

Optivalue.ai may, at any time, amend, update or supplement this SLA. Such amendments are communicated to the Client by email. The Client has the right to object to the amendments communicated to it. If the Client does not object to all or some of the amendments communicated within fifteen (15) Business Days following receipt of the notification, the amendments shall be deemed acknowledged and accepted by the Client and shall apply to it automatically from the end of that period. If the Client objects to the amendments communicated within that period, the SLA shall continue under the previous terms.

3. Term

The SLA shall take effect from the Client’s subscription to the support and maintenance services for the Platform, for the term of the Contract. It shall be renewed and/or terminated under the same conditions as the Contract.

4. Operators and hosting

Optivalue.ai offers various operators and network access providers located in the Client’s country.

Optivalue.ai offers the Client, if the Client so wishes, the various products of the operator, in particular in terms of data or infrastructure security options, that it considers best suited to the Client’s needs and to the requested configuration, having regard to the needs and information provided by the Client.

Certain choices regarding the security of the telecommunications network may require a direct contract between the Client and the operator recommended by Optivalue.ai.

Contingency plan: as Optivalue.ai cannot be held liable for network line interruptions, it draws the Client’s particular attention to the importance of the choice of the operator’s product, and in particular of the backup option that the operator may offer by setting up a parallel line in the event of a network interruption. Optivalue.ai shall implement, together with the Client, the communications contingency plan defined by the Client.

5. Platform availability

The availability rate is the percentage of time, over a given period, during which the Platform is accessible and its main features are functional. The Platform is considered unavailable if it is affected by a Blocking Anomaly.

The unavailability rate is calculated as follows: annual unavailability rate (%) = (total number of hours − number of hours of unavailability) / (total number of hours) × 100. The above calculations relate to a calendar year (starting on 1 January at 00:00).

The Guaranteed Availability Rate (GAR) of the Platform is Optivalue.ai’s commitment to provide a minimum level of availability. In practice, the Platform must achieve an availability rate of 99.9%. Over a period of one year, this means that it may not be unavailable for more than 8 hours, 45 minutes and 36 seconds in total. In addition, for 90% of the loaded content, the Platform must display a maximum loading time of less than 4 seconds. In the event of an incident, the restoration time is specified in the “Maintenance” section.

6. Quality of service

Optivalue.ai is not in a position to guarantee the continuity of a service performed remotely via the internet, which the Client acknowledges and accepts without reservation. In the event of a failure of the hosting provider chosen by the Client, Optivalue.ai undertakes to act as intermediary with that hosting provider and to use its best efforts to propose an appropriate solution. Furthermore, it is the Client’s responsibility to comply with the volume thresholds set out in the Contract and to notify Optivalue.ai of any increase in its processing capacity requirements.

Optivalue.ai undertakes to implement effective controls designed to provide reasonable assurance that the Client can access and use the Platform 24 hours a day, 7 days a week.

Optivalue.ai guarantees the operation of the Platform in accordance with the SLA. The Platform, including one or more of its features, may occasionally be suspended due to preventive or evolutionary maintenance work necessary for the proper functioning of the servers or of the Platform.

In the event of an interruption of the Platform for maintenance, Optivalue.ai undertakes to comply with the operating procedure described below so that the Client can be informed of the interruption as fully as possible and can make arrangements sufficiently in advance to avoid any disruption to its business. Optivalue.ai shall not be held liable for any impact of such unavailability on the Client’s activities. Optivalue.ai shall be liable for all consequences of an interruption or suspension of the Platform for maintenance if this procedure has not been complied with by Optivalue.ai, and in particular if it has not notified the Client sufficiently in advance to enable the Client to anticipate the suspension and, where applicable, to adapt its operations.

Optivalue.ai has, in particular, implemented a redundant system enabling uninterrupted service.

7. Client support

If the Client has expressly requested it in the Quotation, Optivalue.ai shall assist the Client with the installation, configuration and use of the Platform. Optivalue.ai’s support includes in particular:

  • the necessary initial technical training and assistance with the configuration and proper use of the Platform;
  • the data and best practices required for its optimal use;
  • the procedures for investigating and characterising problems and for implementing a workaround or a fix.

Assistance is provided during Business Days and Business Hours.

The Client undertakes to choose a group of Users (“Dedicated Users”) who will be the main points of contact for the Client’s Users in their day-to-day use of the Platform, and for Optivalue.ai’s assistance in the initial installation activities, project reviews and the provision of maintenance.

In particular, the Dedicated Users shall provide the Client’s Users with general assistance and shall carry out an initial analysis of the problems reported by the Users before involving Optivalue.ai. The Dedicated Users shall take appropriate measures to characterise and resolve any problem that would not be categorised as an Anomaly of the Platform, for example problems that may be due to improper use of the Platform, to the User’s internet connection or to the equipment used to connect, or to the unavailability or malfunction of the services of the Client or of the Client’s third parties interconnected with the Platform.

If none of the procedures undertaken by the Client’s Dedicated User(s) resolves the malfunction, the Client shall submit the problem to Optivalue.ai. In order to be handled effectively, the problem must first be properly characterised: a precise description of all the malfunctions observed, the detailed steps that caused the Anomaly to occur, a copy of the error messages received, and all attempts to resolve the problem together with their respective results.

8. Communication

The Client may contact Optivalue.ai’s support:

  • by email at support@optivalue.ai;
  • via the online support interface available on the Platform;
  • by telephone during Business Days, at the numbers shown on the Platform.

The Client is informed that support is available only in French and in English.

9. Maintenance

Optivalue.ai provides the Client, under a best-efforts obligation (obligation de moyens), with a maintenance service for the Platform, under the conditions defined below.

9.1 Corrective maintenance

During the term of the Contract, Optivalue.ai shall provide corrective maintenance of the Platform and shall use its best efforts to ensure its proper functioning. In order to be handled, the Anomaly must be described by the Dedicated User in a precise and documented manner.

Upon receipt of the notification of the Anomaly from the Dedicated User, and within the set time limits, Optivalue.ai shall classify the Anomaly according to criteria relating to its severity (blocking, major or minor). It shall then make every necessary effort to correct it as soon as possible, in accordance with:

  • a Guaranteed Response Time (GRT) of 4 Business Hours and a Guaranteed Restoration Time (GRST) of 8 Business Hours for a Blocking Anomaly (critical service outage causing a total interruption of service);
  • a GRT and a GRST of 8 Business Hours for a Major Anomaly (significant service outage causing a massive interruption of service or significant delays);
  • a GRT of 24 Business Hours and restoration “as soon as possible” for a Minor Anomaly (standard service outage having no impact or a negligible impact).

Optivalue.ai shall inform the Client as quickly as possible if the malfunction is not related to the service, and as soon as the Anomaly has been eliminated. The method of handling the Anomaly shall be left to Optivalue.ai’s discretion and may take the form of a program fix, a workaround or any other means of preventing the Anomaly concerned from recurring.

9.2 Evolutionary maintenance

Optivalue.ai shall use its best efforts to keep the Platform in good working order by supplying and installing, in due time, the necessary updates making it possible, in particular, to adapt the Platform to technological developments in networks and IT equipment, or to improve its use. Optivalue.ai shall act either on its own initiative or at the Client’s request when an event likely to cause an Anomaly requires an update of the Platform.

Optivalue.ai shall automatically provide the Client, at no additional cost, with the updates to the Platform resulting from the performance of the maintenance services, excluding any major update (new version of the Platform) and/or installation of new features, which shall be carried out on the basis of a quotation.

Any planned maintenance that causes a service interruption of more than 30 minutes is communicated to the Client by email at least 48 hours in advance, stating the time of the maintenance, the expected duration of the interruption and the anticipated degree of severity. Wherever possible, any planned maintenance operation causing an interruption of more than 30 minutes is carried out between 7:30 p.m. and 7:00 a.m. on Friday.

10. Client obligations

The Client undertakes to cooperate actively and in good faith with Optivalue.ai in order to enable it to perform the maintenance services for which it is responsible in accordance with the terms of the SLA and, more generally, of the Contract. To this end, the Client undertakes to communicate spontaneously all events, information or documents useful for the proper use of the Platform and the proper performance of the Contract; to put Optivalue.ai in contact with its Dedicated Users; to open all necessary access to its IT environment; and to assist Optivalue.ai, upon request, in performing the maintenance services.

The Client also undertakes to keep itself regularly informed, with Optivalue.ai, of any matter relevant to the proper use of the Platform, and to inform Optivalue.ai as soon as possible of any matter likely to have a direct effect on the performance of the Contract.

The Client undertakes to use the Platform in accordance with the terms of the SLA and with Optivalue.ai’s recommendations and instructions, and to report without delay all Anomalies, information, events, incidents and useful documents that may be communicated to it by the Users.

11. Security

Optivalue.ai endeavours to secure access to and use of the Platform. Optivalue.ai has implemented effective controls to protect against unauthorised physical and electronic access to Optivalue.ai’s operating systems and applications, as well as to the Client’s Data, in order to provide reasonable assurance that access to the systems and to the Client’s Data is restricted to authorised persons and that they are protected against any use that does not conform to their intended purpose.

Optivalue.ai is also committed to protecting the personal data of Clients and Users, in accordance with applicable regulations and in particular Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, known as the “GDPR”, and French Law No. 78-17 of 6 January 1978, as amended, known as the “Loi Informatique et Libertés”. The rules on the protection of personal data are set out in the legal notice and privacy policy.

12. Exclusions

Without prejudice to any other provision of the Contract, Optivalue.ai shall be released as of right from any obligation and liability in respect of the maintenance of the software solution in the following cases:

  • a breach by the Client of its duty to cooperate as defined in the SLA, or of its payment obligation as defined in the Contract;
  • where the Anomaly results from (i) use of the Platform that does not comply with its intended purpose, its documentation, the instructions and recommendations given by Optivalue.ai, or more generally the provisions of the SLA, (ii) an intervention by the Client or a third party on the Platform not authorised in advance in writing by Optivalue.ai, or (iii) a computer program not supplied by Optivalue.ai;
  • the reconstruction of data in the event of their accidental destruction not attributable to a fault of Optivalue.ai;
  • the lack of training of the Client and the Users;
  • the correction of faults or anomalies originating from the Client’s IT environment, and in particular from third-party software owned by or otherwise licensed to the Client;
  • the development of new functions or applications;
  • modifications to be made to the Platform for its use in Client environments other than those covered by the Contract;
  • an unauthorised modification of the Platform by the Client, a User or a third party;
  • the installation of any software packages, software or operating systems not compatible with the Platform;
  • the use of incompatible consumables;
  • the unavailability of the power supply, telephone services or internet that would prevent Optivalue.ai or the Platform from reaching the Client’s IT environment or a third-party hosting provider;
  • a deliberate act of damage, malicious intent or sabotage;
  • any event of force majeure within the meaning given to it by Article 1218 of the French Civil Code and by case law.