Service Level Agreement (SLA)

This page presents the service level commitment proposed to Enterprise clients. It only applies to contracts that expressly incorporate it as an annex. It does not apply to Free, Pro, and Business offers, trial periods, or features marked as in preview.

In case of contradiction, the stipulations of the signed contract prevail over this page. The applicable version is the one in force on the date of signature; a subsequent modification does not reduce the commitment of an ongoing contract.

Brunel commits to a monthly service availability of at least 99.9%. The covered service includes the web application, the console, and the public API (/api/v1), excluding third-party services that the client connects themselves.

Monthly availability is equal to the total number of minutes in the month, minus the minutes of unavailability, divided by the total number of minutes in the month, excluding the exclusions of article 4.

A minute is unavailable when Brunel's supervision probes, querying the public health checkpoint from at least two locations, all fail during that minute. Brunel's measurements are conclusive, unless proven otherwise by the client from their own timestamped logs.

Incidents and maintenance are published on the status page. Partial degradation (slowness, isolated function unavailable) is not counted as unavailability, but is published and treated with the same priority.

The following periods are not counted as unavailability:

• scheduled maintenance announced on the status page at least 48 hours in advance, up to four hours per month;
• of an action, a configuration or an instruction from the customer or its users;
• failure of a third-party service chosen by the client (identity provider, code repository, AI provider in private key);
• suspension provided for in the contract, particularly for unpaid invoice;
• a case of force majeure within the meaning of article 1218 of the Civil Code, or an attack against which the reasonable state-of-the-art measures have not sufficed.

If the monthly availability is less than the commitment, the customer is entitled to a credit on the following invoice, calculated on the monthly amount excluding tax of the contract (one twelfth of the annual amount for annual billing):

• availability less than 99.9% and at least equal to 99.0%: 10% credit;
• availability less than 99.0% and at least equal to 95.0%: 25% credit;
• availability less than 95.0%: 50% credit.

The total credits for a month cannot exceed 50% of the monthly amount. Credits are neither refundable nor convertible into cash, except at the end of the contract for an acquired and unapplied credit. They constitute the lump-sum compensation for the breach of the availability commitment, without prejudice to cases of gross or willful misconduct.

The customer sends their credit request to support within thirty days following the end of the month concerned, indicating the dates and times of the incidents observed. Brunel responds within fifteen working days with its measures. An accepted credit is applied to the following invoice.

Enterprise support requests are handled within the following deadlines, in working days:

• service unavailable to all customer users: 1 hour, 24 hours a day;
• degraded major function without workaround: 4 working hours;
• other request: 1 working day.

These deadlines concern the first response from a qualified person, not the resolution. They do not give rise to credit, unless otherwise stipulated in the contract.