Review our SLAs
The security and availability of your online training program is an integral part of the success of your Cloud-based eLearning strategy. It’s why Dokeos works with you to develop a customized Service Level Agreement (SLA) that ensures the best availability, security, and reliability of your eLearning programs.
Service levels tailored to your elearning strategy
Our service level agreements ensure the highest level of availability, security and reliability of your eLearning programs. We design it to match your strategy, your needs, and your budget.
Compare our different levels of service
The service levels presented in the table below are for guidance only. Each level is custom tailored to your specific requirements.
|Availability||99 %||99 %||99 %||99,9 %||99,9 %|
|Speed of Display||2 sec max.||1 sec max.||1 sec max.||1 sec max.||1 sec max.|
|Mode of support||Ticketing 10-16||Phone 9-17||Phone 9-17||Phone 24/7||Phone 24/7|
|Reactivity of support||48 h||24 h||24 h||1 h||1 h|
|Debugging||24 h||12 h||12 h||4 h||4 h|
SSO Integration *
|Backups||7 days||2 days||2 days||1 day||1 day|
|Hosting||Shared cloud||CLOUD SAS 70||CLOUD SOC 2||Dedicated SOC 2||Dedicated SOC 2|
|Compliance||–||ISAE3402||HIPAA||ISO 217001||FDA 21 CFR Part 11|
* HRIS connection assured by: LDAP, Active Directory, OpenID, SAP, Oracle, Lotus, Peoplesoft, HCM, CEGIDEM SRH, SAGE Group, Talentsoft and Technomedia.
Need help choosing the type of agreement that best meets your needs? Contact us to learn more.