Accord de niveau de service

Niveau de service

Ce Accord de niveau de service ("SLA") décrit les engagements entre IDrive Inc. ("we", "us", "our" or "IDrive") and the user or organization receiving our services ("you", "your" or "Customer"). This SLA applies to all services currently offered by IDrive under a valid subscription, including but not limited to IDrive, IBackup, IDrive e2, IDrive 360, IDrive C2C, IDrive BMR, IDrive Mirror, IDrive Photos, RemotePC, RemoteDesktop, and RemotePC HelpDesk (together, the "Covered Services").

Ce SLA s'applique à tous les plans payants, y compris les offres d'entreprise et personnalisées. It is incorporated into the applicable Conditions de service for the specific product or service and applies only to production environments. Nous pouvons modifier les termes de ce SLA de temps en temps, conformément aux dispositions des Conditions de service applicables. In the event of any material changes, we will make reasonable efforts to notify you via email, dashboard notifications, or other appropriate channels.

Définitions

• Pourcentage de disponibilité mensuel (MUP) : Pourcentage des minutes totales d'un mois civil pendant lesquelles le service était disponible.
• Temps d'arrêt : Période pendant laquelle le service est indisponible en raison de problèmes imputables à IDrive.
• Maintenance planifiée : La maintenance est planifiée et notifiée à l'avance.
• Crédit de service : Un crédit appliqué au prochain cycle de facturation du client en compensation des violations de SLA.

Disponibilité du service

IDrive s'engage à offrir une expérience de service fiable. We aim to maintain a Pourcentage de disponibilité mensuel of at least 99.9% across all Covered Services, as measured at our data centers and through designated access methods (e.g., service agent, APIs, or web interfaces).

Downtime is the period during which the Covered Services are unavailable due to internal server errors that result in failure to complete valid user requests, or when critical functionality impairment prevents a substantial portion of users from meeting the primary service objectives. Downtime is measured server-side and does not include interruptions caused by:

• issues on the Customer's side (e.g., network connectivity, local firewall restrictions),
• factors outside our control (e.g., Internet backbone issues, force majeure events),
• scheduled maintenance or emergency patching (with prior notice when possible),
• non-critical service degradation (e.g., minor feature interruptions or performance delays that do not prevent the primary use of the Covered Services), or ,
• or SLA exclusions outlined below in the Exclusions du SLA section.

For calculation purposes, the Mensuel Uptime and Downtime Percentage are determined as:

Pourcentage de temps d'arrêt mensuel = (Total Downtime Minutes in a Calendar Month ÷ Total Minutes in the Month) × 100

Pourcentage de disponibilité mensuel = 100% – Pourcentage de temps d'arrêt mensuel

If we fail to meet the stated availability objective for a given calendar month, the Customer may be eligible to request a Service Credit. Determination of availability and credit eligibility will be based on our internal system logs and metrics, which shall be the authoritative record, unless otherwise agreed in writing. We may also consider reasonable supporting evidence from third-party monitoring services or customer-provided records in the event of a dispute.

This SLA governs service availability only. While the success or performance of specific backup, restore, or compute operations may be influenced by factors outside our control (including customer-side infrastructure, third-party tools, or upstream bandwidth limitations), we will use commercially reasonable efforts to maintain consistent backup and restore rates under normal operating conditions.

Maintenance

To ensure the ongoing performance, reliability, and security of the Service, we occasionally perform maintenance activities. These may include updates, upgrades, enhancements, or emergency fixes designed to improve the customer experience. While advance notice may not always be possible, we will make reasonable efforts to communicate planned maintenance ahead of time through appropriate channels, such as email or the service dashboard, and to schedule such activities during periods of lower anticipated usage. We will also aim to keep any service interruptions from maintenance as brief as reasonably possible. Downtime resulting from maintenance activities is excluded from any service availability calculations under this SLA.

Exclusions du SLA

This SLA does not apply to any unavailability, service degradation, or performance issues caused by:

• Events outside our reasonable control, including but not limited to force majeure events (e.g., natural disasters, acts of government), internet connectivity issues beyond our service boundary, or disruptions in upstream infrastructure not managed by us.
• Customer or third-party actions or inactions, including misconfigurations, misuse, or use of the services in a manner not authorized or intended under our Terms or Politique d'utilisation acceptable.
• Failures or limitations of customer-side equipment, software, or network, including devices, systems, or tools not under our direct control.
• Scheduled or emergency maintenance, whether announced or unannounced, that is necessary for maintaining or securing the platform.
• Suspension or termination of your account, in accordance with our Conditions de service, due to non-compliance, misuse, or any breach of agreement.
• Non-production environments, such as development, beta, test, sandbox, or trial instances — these are expressly excluded from this SLA and are not eligible for service credits.

Crédits de service

Si les services couverts ne respectent pas les engagements de disponibilité déclarés, le client peut être éligible à un crédit de service. To request a Service Credit, the Customer must submit a claim within thirty (30) days following the end of the month in which the incident occurred.

Pourcentage de disponibilité mensuel	Pourcentage de crédit de service
Moins de 99 %	10%
Entre 99 % et 99,9 %	5%
Au-dessus de 99,9 %	0%

Eligibility for a Service Credit requires that the Customer's account is in good standing at the time of the claim. Credits will be calculated based on the duration and severity of the impact, the applicable Pourcentage de disponibilité mensuel, and the Customer's adherence to the terms of this Agreement.

Crédits de service, where granted, will be issued either as a monetary credit applied to future invoices or, at our discretion, as a refund to the original payment method used for the billing cycle in which the incident occurred. Crédits de service are account-specific, non-transferable, and may only be applied to the account in which the incident occurred.

The application of Crédits de service will be the Customer's sole and exclusive remedy for any failure to meet the availability commitments.