Binhex Cloud | Service Level Agreement (SLA)
Odoo CE and EE databases hosted on Binhex server infrastructure
Customer databases are hosted on dedicated server clusters in the European region (see Privacy Policy for more information).
Each customer database is replicated in real time to redundant storage within the same data center.
We work with the same dedicated server provider in Europe, which guarantees 99.9% service availability — so 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 of 45 minutes per month for maintenance.
We typically deliver much better uptime (100% in most months), as our providers consistently exceed their own SLA commitments.
* These metrics refer to platform availability for all customers. Individual databases may be temporarily unavailable for specific reasons, usually related to customer-requested actions or customizations.
Planned maintenance operations happen regularly, typically once a month, generally lasting less than 1 hour, and are scheduled outside business hours for the region being serviced. These are announced via email.
Our data centers are Tier-III certified or equivalent, with N+1 redundancy for power, networking, and cooling.
Each customer database is replicated in real time to redundant storage within the same data center. In the event of hardware failure, automatic failover occurs with no data loss.
Backup policies differ by product tier:
• Small instances — backups are self-managed by the customer.
• Light instances — 14 backups distributed as follows: daily backups for the last 7 days, one weekly backup for 4 weeks, and one monthly backup for 3 months.
• Intermediate instances — 14 backups with the same distribution as Light, plus replication to a second location for redundant storage.
• Moderate instances — 14 backups with the same distribution as Light, plus replication to a second location for redundant storage.
• Corporate instances — 14 backups with the same distribution as Light, plus replication to a second and third location for redundant storage.
For a permanent disaster impacting a single server, the Disaster Recovery Plan has the following metrics:
• RPO (Recovery Point Objective) = 8 hours — you may lose a maximum of 8 hours of work.
• RTO (Recovery Time Objective) = 30 minutes — service will be online within a maximum of 30 minutes (including wait time and DNS propagation).
For data center disasters (an entire data center experiencing permanent issues), the Disaster Recovery Plan has these metrics:
• RPO (Recovery Point Objective) = 8 hours — you may lose a maximum of 8 hours of work.
• RTO (Recovery Time Objective) = 24 hours — service will be restored from backup within 24 hours at a different data center.
Customer data is stored in a dedicated database — no data is shared between customers.
Data access control rules enforce complete isolation between customer databases running on the same cluster. Cross-database access is not possible.
Customer passwords are protected with industry-standard PBKDF2 + SHA512 encryption (salted + stretched for thousands of rounds).
Binhex staff does not have access to your password and cannot retrieve it for you. The only option if you lose it is to reset it.
Login credentials are always transmitted securely over HTTPS.