Reliability & Continuity

366 operates under a structured incident management framework including:

• •formal incident classification by criticality level;
• •a defined escalation process (Level 1 → Level 2 → Level 3);
• •documented tracking until resolution;
• •contractually defined response and resolution targets (SLA).

In On-Premise deployments, overall availability depends on the customer's infrastructure.

366 operates through TYR, its official ticketing and incident management platform.

TYR enables customers to:

• •open and track support requests;
• •classify incidents by criticality level;
• •access intervention history;
• •monitor response timelines;
• •centralize technical communication with 366 teams.

The platform ensures full traceability and structured SLA management in accordance with contractual commitments.

Incidents are categorized based on operational impact:

Each level triggers:

• •appropriate prioritization;
• •internal escalation procedures;
• •structured follow-up until resolution.

366 operates under a formal Business Continuity Plan designed to:

• •ensure operational resilience;
• •structure major incident management;
• •define recovery procedures.

In SaaS environments, architecture includes redundancy and continuous supervision mechanisms.

In On-Premise deployments, business continuity procedures depend on the customer's infrastructure configuration.

For critical environments, an optional Safeguard Plan may be contractually activated.

This framework provides:

• •structured continuity arrangements in case of extreme events affecting the publisher;
• •organized knowledge transfer mechanisms;
• •defined operational continuity conditions for a limited period.

The Safeguard Plan is optional and subject to specific contractual terms.

In SaaS environments:

• •weekly backups are performed;
• •the last four weeks are retained on a rolling basis;
• •full restoration may be performed in the event of a technical incident attributable to 366.

Upon contract termination:

• •Customer Data may be returned in a standard readable format;
• •deletion occurs after the applicable contractual retention period;
• •detailed conditions are defined in the relevant agreements.

In On-Premise deployments, backup and restoration strategy remain under customer responsibility.

366 reliability is further supported by:

• •regular corrective and evolutionary updates;
• •proactive vulnerability monitoring;
• •periodic security testing;
• •structured performance supervision.

The following documentation is available upon request under NDA: