Service level agreements
DOKEOS SLAs: customized security, availability, and reliability
The security and availability of your online training program is an integral part of a successful cloud-based eLearning strategy. It’s why Dokeos works with you to develop a customized Service Level Agreement that ensures the best availability, security, and reliability of your eLearning programs.
SLAs tailored to your eLearning strategy
Dokeos service level agreements are designed to ensure the best availability, security and reliability of your elearning programs, aligning with your strategy, your needs, and your budget.
The right level of service for your industry and your organization
Different industries and companies have unique needs. That’s why we provide a range of world-class security and support that meets your organization’s specific requirements. All Dokeos SLAs are custom tailored to your specific requirements. The service levels presented in the table below are for guidance only.
|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|
|HRIS & SSO Integration *||No||Yes||Yes||Yes||Yes|
|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.
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