Binhex Cloud | Service Level Agreement (SLA) 

The databases of the clients are hosted on dedicated server clusters in the European and North American region (see Privacy Policy for more information)

Each client's database is replicated in real-time on redundant hosting within the same data center.

We work with the same dedicated server provider in Europe and North America, which guarantees 99.9% of service uptime. Therefore, we guarantee 99.9% uptime for our hosting service (excluding planned maintenance).https://www.ovhcloud.com/es-es/personal-data-protection/security/

99.9% uptime = maximum downtime for maintenance of 45 minutes per month.

We usually deliver much better uptime than it is (100% in most months), because our suppliers always deliver much better uptime in their SLAs as well.

*These metrics refer to the platform's availability for all clients. Some databases may not be available for specific reasons, usually related to actions requested by clients or customizations.

Planned maintenance operations occur frequently, typically once every month, usually lasting less than 1 hour, and are scheduled outside of the working hours of the region where the maintenance is taking place. These are announced via email.

Our data centers are Tier-III certified or equivalent, with N+1 redundancy for power, networking, and cooling.

Each client's database is replicated in real-time to redundant storage within the same data center. In the event of hardware failure, automatic failover occurs without data loss.

Backup actions differ between products:

• For small instances, copies will be self-managed by the client.
• For light instances, 14 copies will be made, distributed as follows: for the last 7 days, one copy per day; one copy per week for 4 weeks; and one copy per month for 3 months.
• For intermediate instances, 14 copies will be made, distributed as follows: for the last 7 days, a daily copy; a weekly copy for 4 weeks; and a monthly copy for 3 months. In turn, these 14 copies will be replicated in a second location for redundant storage.
• For moderated instances, 14 copies will be made, distributed as follows: a daily copy for the last 7 days; a weekly copy for 4 weeks; and a monthly copy for 3 months. In turn, these 14 copies will be replicated in a second location for redundant storage.
• For corporate instances, 14 copies will be made, distributed as follows: a daily copy for the last 7 days; a weekly copy for 4 weeks; and a monthly copy for 3 months. In turn, these 14 copies will be replicated in a second and third location for redundant storage.

For a permanent disaster affecting only one server, our Disaster Recovery Plan has the following metrics:

• RPO (Recovery Point Objective) = 5 minutes, i.e., you can afford to lose a maximum of 5 minutes of work.
• RTO (Recovery Time Objective) = 30 minutes, i.e., the service will be back online within a maximum of 30 minutes (including Wait Time + DNS propagation time).

For data center disasters (an entire data center is experiencing permanent issues), the Disaster Recovery Plan has these metrics:

• RPO (Recovery Point Objective) = 5 minutes, i.e., you can afford to lose a maximum of 5 minutes of work.

• RTO (Recovery Time Objective) = 24 hours, i.e., the service will be restored from the backup within 24 hours in a different data center.