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.

 

Most popular
BasicCorporateHealthBankingPharma
Availability99%99%99%99,9%99,9%
Speed of Display2 sec max.1 sec max.1 sec max.1 sec max.1 sec max.
Mode of supportTicketing 10-16Phone 9-17Phone 9-17Phone 24/7Phone 24/7
Reactivity of support48 h24 h24 h1 h1 h
Debugging24 h12 h12 h4 h4 h
HRIS & SSO Integration *NoYesYesYesYes
Backups7 days2 days2 days1 day1 day
HostingShared cloudCLOUD SAS 70CLOUD SOC 2Dedicated SOC 2Dedicated SOC 2
 Compliance –ISAE3402 HIPAA ISO 217001 FDA 21 CFR Part 11
Audit AllowanceNoNoNoYes Yes

* HRIS connection assured by: LDAP, Active Directory, OpenID, SAP, Oracle, Lotus, Peoplesoft, HCM, CEGIDEM SRH, SAGE Group, Talentsoft and Technomedia.

Let us help you choose the right level of service. CONTACT US

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