Service-Level-Agreement (SLA)

1. Availability and Operating Time

  • Uptime: OPaaS GmbH guarantees an uptime of 99.8% on an annual basis, except in cases of force majeure, technical problems and other events beyond our control.
  • Hosting locations: Customer databases are hosted in the region selected by the customer: Europe, Americas, Asia-Pacific or other specified regions.
  • Scheduled maintenance: Scheduled maintenance is usually carried out outside of business hours. Customers are informed of scheduled maintenance at least 48 hours in advance, either via their customer account or by e-mail to the contact address provided.

2. Backups and Disaster Recovery

  • ​Backup policy: OPaaS creates daily backups that are stored for seven days. Weekly backups are stored for four weeks, monthly backups for six months and annual backups for one year. The backups are replicated geographically redundantly on at least two servers in different data centers. This multi-level backup strategy ensures that customer data is available in the long term and protected against data loss.
  • Manual backups: Customers have the option of downloading manual backups of their data at any time. It is also possible to download the backup automatically.
  • Encryption: All backups are secured using strong AES-256 encryption. This ensures that stored data is optimally protected, even in the event of unauthorized access. This encryption method complies with the highest security standards, providing reliable protection for sensitive data.

3. Security

  • Data encryption: Customer data is encrypted at rest and during transmission in accordance with industry standards (256-bit TLS and HTTPS).
  • Password protection: Customer passwords are secured according to industry standard with PBKDF2+SHA512
  • System hardening: All servers run on hardened Linux system images with automated security patches, firewalls and intrusion detection systems to ensure system security and the integrity of customer data.
  • Separation of customer data: Customer data is stored in dedicated databases and is strictly separated from each other so that there is no interaction or access between the data of individual customers.

4. Customer Support Response Times and Availability

  • OPaaS customer support response times are based on the level of severity of the reported issue. OPaaS strives to respond to customer requests within the timeframes specified below, measured from the time the customer reports the issue to the support email address: [email protected] .


Priority Reaction Time:

P1 Issue < 1 h

P2 Issue < 2 h

P3 Issue < 12 h


  • Definitions of issue priorities:​

          • P1-Problem: Ein laufender Vorfall im "Production System", durch den der Dienst des Kunden erheblich beeinträchtigt oder nicht verfügbar ist. Ein                     sicherheitsrelevanter Vorfall mit messbaren Auswirkungen auf die Dienste des Kunden.

    • P2-Issue:  A suspected incident in the "Production System" that was averted and had no measurable impact on the customer's services.

    • P3-Issue: All other reports that do not meet the criteria for P1 or P2 issues or affect the "Staging System".

  • The “response time” refers to the time it takes OPaaS to notify the customer of an incident after receiving a report.

    • OPaaS customer support is available by phone from Monday to Friday between 08:00 and 18:00 (GMT +1) at +49 2761 8338 0 200 Outside these times, inquiries can be sent by e-mail to [email protected] . E-mail inquiries will be processed within the response times stated above.

5. Data Privacy

  • Data processing: Data processing is carried out in accordance with the statutory data protection and data security regulations. The OPaaS privacy policy is available at https://www.opaas.cloud/en_US/datenschutz
  • Contract data processing: If the customer processes personal data of third parties, a contract for contract data processing in accordance with Art. 28 GDPR must be concluded between the customer and OPaaS GmbH. OPaaS GmbH shall only process the data within the scope of this contract.