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Draft — document under review by a lawyer. The figures on this page are service targets and may change.

This translation is provided for information only: the French version of this document is the only legally binding version. Version française

Service commitment

What we aim for, what we do not promise, and how we keep you informed.

Omnifloo Office is run by a small team on infrastructure hosted in France. Rather than promising what we could not keep, this page sets realistic targets and describes our practices. It does not replace a contract: contractual commitments can be agreed on request.

1. Availability target

We aim for a monthly availability of 99,5 % for the service (portal, file space and document editors), i.e. a cumulative downtime of about 3 h 36 at most in a 30-day month.

  • This is a target, not a guarantee: no service credit or automatic refund applies if it is missed.
  • Availability is measured by automatic probes whose results are visible on the status page.
  • Scheduled maintenance and events beyond our control (network operator outage, force majeure, large-scale attack) are not counted towards the target.
  • The service currently relies on a single server per function, without redundancy: a hardware failure can cause a longer interruption while the service is restored. No numerical recovery-time target is set at this stage.

2. Support

Support replies by e-mail, Monday to Friday except public holidays in France. We aim for a first reply within 2 working days. There is no night or weekend on-call service and no telephone support.

Write to support@omnifloo.com describing what you were doing, what you expected and what happened (a screenshot helps). For an incident that prevents you from working altogether, say so in the subject line: it is handled first.

3. In the event of an incident

  1. Detection: automatic probes alert us; your reports help too.
  2. Information: an incident affecting several users is announced on the status page, with an update at each important step.
  3. Fix: we restore the service first, then look for the cause.
  4. Report: after a major incident, we publish on the status page an explanation of the cause and of the measures taken to prevent it from happening again.

If an incident affects the security of personal data, we record it in a data breach register, inform the customers concerned without undue delay and, where the law requires it, notify the CNIL (the French data protection authority) within 72 hours of becoming aware of it.

4. Status page

The status of the services can be checked at any time at https://status.omnifloo.com. This page is the reference in case of doubt: if the portal itself is unreachable, this is where we publish information.

5. Scheduled maintenance

Maintenance operations that may interrupt the service are announced on the status page at least 48 hours in advance. We schedule them at night or at weekends (Paris time) whenever possible and try to keep them short. An urgent security update may be applied without this notice.

6. What this commitment is not

  • It is not a contractual service level agreement: it provides for no penalty or financial compensation.
  • It does not guarantee continuous availability or the absence of errors.
  • It does not cover what is beyond our control (your connection, your browser, the network).

For hosting, security and backups, see the Sovereignty and hosting page. For contractual service commitments, write to contact@omnifloo.com.