Odoo Cloud Hosting
Service Level Agreement

Availability and reliability objectives for databases hosted on odoo.com

Uptime - 99.9%

• Customer databases are hosted in the chosen Odoo hosting region: europe, americas, asia-pacific, middle-east-and-northern-asia or oceania (see Privacy Policy for more info)
• Our hosting providers guarantee a minimum of 99.9% uptime, and we align our monthly uptime target accordingly (three nines, excluding planned maintenance) ^* † ‡
• A 99.9% monthly uptime target corresponds to a maximum of 45 minutes of unplanned downtime per month ^* † ‡
• In practice, we consistently exceed this target, as our hosting providers typically outperform their own SLA commitments as well

High Availability

• Our data centers are Tier-III certified or equivalent, with N+1 redundancy for power and network
• Each SaaS customer database is replicated in near real-time on redundant storage within the same geographical region, enabling rapid failover in the event of hardware failure, with minimal to no data loss.

Backups & Disaster Recovery

• 14 full backups for at least 3 months: 1/day for 7 days, 1/week for 4 weeks, 1/month for 3+ months (view simulation of snapshots).
• Backups replicated on at least 3 different machines in different data centers in Europe and Canada, with a fourth frozen copy in an immutable cold storage. It is not possible to choose or restrict the regions where backups are replicated.
• Users can download manual backups of their live data at any time
• For a permanent disaster impacting one server only, our Disaster Recovery Plan has the following objectives: ^‡
  • RPO (Recovery Point Objective): 24h, i.e. you can lose a maximum of 24h of work (for Odoo SaaS it should be near zero)
  • RTO (Recovery Time Objective): 6h, i.e the service should be back online within 6 hours
• For data center disasters (one data center completely and permanently down), our Disaster Recovery Plan has these objectives: ^‡
  • RPO (Recovery Point Objective): 24h, i.e. you can lose a maximum of 24h of work
  • RTO (Recovery Time Objective): 24h, i.e. the service will be restored from the backup within 24 hours in another data center

Security

• Encryption: customer data is encrypted at rest using industry-standard encryption methods, as well as in transit through HTTPS. All web connections are protected with 256-bit TLS (HTTPS with 2048-bit modulus SSL certificates), and running regularly tested TLS configurations.
• Reliable Platform - Data centers with full hardware guarantee, redundant data storage, network and electrical supplies
• Passwords - Customer passwords are protected with industry-standard PBKDF2+SHA512 encryption (salted + stretched for thousands of rounds).
• Safe, hardened systems - Our servers are running minimal, hardened standardized system images and configuration sets, based on modern Linux distributions, with unattended automatic security patches, protected by firewalls and intrusion countermeasures.
• Isolation - Client data stored in dedicated databases - no sharing of data between clients, no access possible from one database to another

^* These uptime metrics refer to the availability of the platform itself for all customers. Individual databases may be temporarily unavailable for specific reasons, typically related to the customer's actions or customizations.
^† Planned maintenance operations happen infrequently, typically once every couple of months, generally last less than 1 hour, and are scheduled outside of business hours in the region where the maintenance is taking place. They are announced by email or via the @OdooStatus feed.
^‡ These uptime and recovery objectives are defined based on our infrastructure's design and operational goals. While Odoo consistently meets or exceeds them in practice, they are not legally binding guarantees and may be affected by exceptional events outside of our control.