Security, compliance and service levels
What we guarantee on your data, your systems and our availability.
Your data stays yours
Hosting of your choice: on your servers, in a regional data centre or a sovereign cloud. Contractual reversibility with full export within 30 days.
End-to-end encryption
TLS 1.3 in transit, AES-256 at rest, secrets kept in a vault, key rotation.
Backups and recovery
Encrypted daily backups on two sites, quarterly restore tests, RTO 4 h / RPO 1 h on critical plans.
Compliance
Niger data protection law 2017-28, GDPR for our European clients, SYSCOHADA for accounting.
Access and audit trail
Strong authentication, roles and audit logs on all our software; quarterly access review.
Testing and responsible disclosure
Annual third-party penetration tests, security fixes within 72 h, security@syswake.com for reports.
Our standards
Green dot: obtained · gold dot: in progress · grey dot: planned. Certificates provided on request.
Service levels
| Level | Availability | Response | Target resolution | Support | Channels | Pricing |
|---|---|---|---|---|---|---|
| Standard included | 99,5 % | 8 business hours | 3 business days | Mon – Fri 8am – 6pm | E-mail, portal, WhatsApp | Included with every licence |
| Business | 99,8 % | 2 h | 1 business day | 7 days, 7am – 10pm | + dedicated phone | +15% of annual amount |
| Critical 24/7 | 99,9 % | 30 min | 4 h | 24/7/365 | + on-call engineer, on-site intervention | On quote |
Who answers when your system stops
An on-call line per country, a tracked ticket in your customer area, an on-call engineer reachable day and night for critical contracts.