Service commitment
Version 1.3 of 7 September 2026 — what Plyx guarantees to the garages that entrust it with their workshop.
Availability, backups, disaster recovery, data security and reversibility: the commitments below are measured, tested and reviewed at every recovery drill. This document complements the terms and conditions.
| Commitment | Value | How it is kept |
|---|---|---|
| Monthly availability | 99,5 % | At most 3 h 40 of downtime per month, excluding announced maintenance. Measured by an internal probe every 15 minutes. |
| Maximum data loss | 15 min | Full replica to the standby server, in another country, every 15 minutes; encrypted off-site copy of the database every hour. |
| Time to recover | 30 min | Scripted failover to the twin server, then DNS change. Two hours at most, on business days. |
| Backup history | 30 jours | One full copy per night, kept thirty days on the server and at a separate host, encrypted. |
| Full rebuild | < 24 h | If both servers are lost: rebuild from the encrypted off-site copies, written and tested procedure. |
| Response to a blocking outage | ≤ 1 h | Business days, 8 am to 6 pm. |
1. Hosting and architecture
- Two twin servers at OVHcloud, in two separate data centres and two European Union countries: production in France (Gravelines), standby in Germany (Limburg). A fire, a power failure or a network outage at one site does not affect the other.
- The standby server receives a full replica every 15 minutes: database, application, attachments, certificates. It also serves as pre-production: every update is tested there before reaching production.
- The application works offline on the garage's devices and resynchronises as soon as the network is back: an internet outage at the workshop does not stop data entry.
2. Availability
Plyx targets 99.5% availability per calendar month, calculated on the reachability of the application and its API, excluding announced maintenance windows and excluded causes. An internal probe checks the application, database, outgoing mail, backups and standby replica every 15 minutes; any switch to red triggers an immediate alert.
3. Backups and disaster recovery
Full replica to the standby server every 15 minutes; database alone to an external host every hour; database, application and configuration every night, kept thirty days; attachments every night, thirty snapshots. Off-site copies are AES-256 encrypted before leaving the server; the key is kept offline.
If the production server fails, the standby server is promoted by a scripted procedure and the DNS address is switched: recovery targeted within 30 minutes, two hours at most, data loss limited to the last 15 minutes. If both servers are lost, rebuild on a new machine in under 24 hours. The failover is rehearsed every quarter; last successful drill on 7 September 2026.
4. Maintenance and updates
Updates are deployed without service interruption and first go to the pre-production server, where they pass a series of automated tests before reaching production. If an intervention must interrupt the service, it is announced 48 hours in advance in the application and scheduled outside workshop hours.
5. Support and incidents
Requests are handled on business days from 8 am to 6 pm, from the application or by e-mail. Service unavailable or data loss: handled within one hour, incident report within two business days. Blocking function: handled within four hours, fix or workaround within one business day. Non-blocking issue: answer within two business days.
6. Security and data protection
- All exchanges encrypted over HTTPS (TLS 1.2 minimum); server access by SSH key only.
- Encryption at rest: database encrypted on disk, backup copies encrypted before leaving the server, each garage's third-party service keys encrypted inside the database itself.
- Isolation per garage, named accounts, roles, revocable device tokens, audit log kept for one year.
- Data stays in the European Union, except for the AI assistant (Anthropic, United States), which only receives the content needed for the requested function and does not train its models on that data. A data processing agreement is available on request.
- Garage devices: the application keeps a local copy for offline mode; the garage protects each device (encrypted disk, lock code) and revokes from Plyx the access of any lost or stolen device.
7. Reversibility
At any time, the garage exports its own data: invoices in UBL and PDF, customers, vehicles, stock and fleet in CSV, attachments. At the end of the contract, a full export is delivered within ten business days, data is deleted within 30 days and backup copies purged within 60 days. No data is sold or used for anything other than the service.
8. Limits
These commitments are best-effort obligations. If monthly availability falls below 99.5% for a cause attributable to Plyx, the subscription month concerned is free of charge. Excluded: the garage's internet connection and hardware, force majeure, use contrary to the terms and conditions, and the third-party services a function depends on (Peppol and its access point, Car-Pass, Viva.com, Stripe and banks, vehicle registers, supplier platforms, AI assistant, e-mail delivery): Plyx cannot be held liable for their unavailability, delays, errors or changes; it transmits faithfully, gives prompt notice of any known outage and adapts the platform when a service changes.
Publisher: CarveStudio — Lorry Dupont, Avenue Baron Seutin 14, 1410 Waterloo, CBE / VAT BE 0643.672.796. Dated and versioned document, reviewed after each recovery drill; the version in force prevails.