Service Level Agreement for Euphile Platform
Service Availability and Maintenance
The products of the Euphile platform are at different stages of maturity: alpha, beta or release candidate. The stage of each product is shown in the product itself, and availability and incidents are published live on the platform status page at https://status.euphile.eu/.
For a product in alpha, beta or release candidate, revzper SAS targets a monthly availability of 99%, excluding scheduled maintenance, without committing to it. A firm availability commitment comes with the product's general availability, or with an enterprise agreement as described in the Terms of Service.
Scheduled maintenance covers planned activities such as system updates, infrastructure upgrades and security patches. It is announced in advance on the status page, scheduled outside peak hours where possible, and kept as short as the work allows.
Support and Incident Response
1. Support Response Times
Support requests are acknowledged within 24 hours during business days (Monday–Friday, CET). Critical security incidents are treated as priority and addressed outside business hours.
2. Incident Response Procedures
Detection and Containment
- Incidents are detected and contained within 2 hours of identification.
Resolution
- Critical security incidents are resolved within 24 hours of detection.
Notification to Affected Users
- Users are notified of any data breach or security incident that may affect their personal data without undue delay, and in any event, within 72 hours of becoming aware of the incident, in accordance with applicable regulations.
Notification to Supervisory Authorities
- The platform will notify the relevant supervisory authority of any data breach within 72 hours of becoming aware of the incident, where feasible.
Post-Incident Review
- A post-incident review is conducted to identify root causes and implement corrective actions to prevent recurrence.
3. Service Credits and Future Commitments
Service credits are not currently offered under the current service tier. The platform is committed to continuous improvement and may introduce service credits or alternative remedies (e.g., extended support, compensation) in future service tiers. Users will be notified of any changes to this policy in advance.
4. Scope of Application
This SLA applies to all paid subscription tiers. For non-paid tiers, the platform provides best-effort service without guaranteed uptime or support response times. Users on non-paid tiers are encouraged to review the platform's terms of service for details on service expectations and limitations.
Data Protection and User Rights
1. Compliance with Data Protection Regulations
The platform commits to full compliance with applicable data protection regulations, including the General Data Protection Regulation (GDPR), for all services provided under this SLA.
Ref: GDPR
2. Data Processing Agreements
All data processing activities are governed by written agreements that define the roles and responsibilities of all parties involved, including subcontractors. These agreements specify the purpose and legal basis for data processing, the categories of personal data processed, the duration of processing, and the rights and obligations of each party.
3. Technical and Organizational Measures
Appropriate technical and organizational measures are implemented to ensure a level of security appropriate to the risk, including pseudonymization and encryption of personal data, measures to ensure ongoing confidentiality, integrity, availability, and resilience of processing systems, and procedures for regular testing, assessment, and evaluation of the effectiveness of these measures.
4. User Rights Under GDPR
Ref: GDPR
Right of Access
- Users may request confirmation of whether their personal data is being processed and access to their personal data.
Right to Rectification
- Users may request the correction of inaccurate or incomplete personal data.
Right to Erasure
- Users may request the deletion of their personal data under specific conditions.
Right to Restriction of Processing
- Users may request the restriction of processing of their personal data.
Right to Data Portability
- Users may request the transfer of their personal data to another controller.
Right to Object
- Users may object to the processing of their personal data.
5. Data Protection Officer
Users may contact the Data Protection Officer at privacy@revzper.com for any questions or requests related to data protection.
6. Data Location and Subcontractor Compliance
All personal data processed by the platform is stored within the European Union (Scaleway, Paris region, France). The platform ensures that all subcontractors and third-party service providers comply with the same data protection standards.
7. Incident Reporting for Data Breaches
In the event of a data breach, the platform will notify affected users and relevant supervisory authorities in accordance with applicable regulations.