Terms & conditions & SLA
Last updated: November 2026
This page is an English translation provided for convenience. The French version is the authoritative reference.
These general terms and conditions (GTC) govern the managed IT, security, cloud management and associated services provided by PKM PLUS (SIREN 103453213) to its professional clients. They apply to any contract concluded after their date of update.
1. Purpose & scope
The services cover the monitoring, maintenance, support, security, backup and cloud administration of the equipment and software defined in the commercial proposal and its technical annex. The exact scope (workstations, servers, network, cloud) is set contractually at onboarding.
2. Term & termination
Contracts are concluded for a fixed, renewable term, with a notice period defined in the contract. No exclusivity is imposed; the client remains the owner of its data and may recover it at any time in a standard format.
3. Pricing & invoicing
Services are invoiced on a monthly flat rate (per user or per site) or, for projects, according to an accepted quote. Hardware and licences are invoiced at cost or included depending on the plan. Any scope overrun is subject to a prior quote.
4. Service level commitments (SLA)
Service levels apply to incidents and requests falling within the covered scope. They are measured and reported monthly.
| Indicator | Essential | Advanced | Premium |
|---|---|---|---|
| Monitoring availability | 99.5% | 99.9% | 99.95% |
| Major incident response | < 4 h | < 1 h | < 30 min |
| Standard incident resolution | < 24 h | < 8 h | < 4 h |
| Support | Business hours | 24/7 | 24/7 + on-site on-call |
| RPO / RTO (backup) | 24 h / 48 h | 4 h / 24 h | 15 min / 4 h |
In the event of a breach of a commitment, the client may claim a credit calculated according to a scale defined in the contract. Excluded events (force majeure, out-of-scope interventions, unavailability requested by the client, failure of a third-party supplier) are specified in the contract.
5. Obligations of the parties
The client undertakes to provide the necessary access to the equipment, to inform PKM PLUS of any infrastructure change and to comply with the defined usage rules. PKM PLUS undertakes to act diligently, in accordance with professional standards, and to keep the client informed of the state of its system.
6. Security & backup
PKM PLUS implements a level of security proportionate to the risks (endpoint protection, access control, logging, encryption). Backups are performed according to the contractual RPO/RTO objectives and are subject to documented restore tests.
7. Data protection (GDPR)
Where PKM PLUS processes personal data on behalf of the client, it acts as a processor within the meaning of Article 28 of the GDPR. A data processing agreement (DPA) is annexed to the contract. PKM PLUS undertakes to:
- process the data only on the client's instructions;
- ensure the confidentiality of its staff;
- implement the security measures provided for in Article 32;
- notify data breaches within the required timeframes;
- assist the client in exercising data subjects' rights.
8. Liability & insurance
PKM PLUS's liability is limited to direct damage and capped at the amount provided for in the contract. PKM PLUS is covered by professional liability insurance and cyber insurance. Certificates are available on request.
9. Ownership & confidentiality
The client's data, software and licences remain its property. Each party preserves the confidentiality of the information exchanged, during and after the contract.
10. Applicable law & disputes
These GTC are governed by French law. In the event of a dispute, an amicable resolution is sought before any legal action before the competent courts.