Service level
Arvect service level
What is set up and demonstrated for Arvect today. Figures for response times and availability are agreed per engagement once they are set up and measured.
As of 11 November 2026
Where Arvect runs
- Arvect runs on a server owned by Heramind in a data centre in Frankfurt (Germany). The database sits on the same server and can only be reached from inside that server.
- A second Heramind server in Paris (France) keeps the encrypted backups.
- You work in Arvect through heramind.com with your Heramind account. Your role per administration decides what you see and may do.
Support
- Channel: e-mail to info@heramind.com or the form at heramind.com/contact.
- Who answers: the people who build and run Arvect.
- In the product: every screen has Help for this screen; the manual per module describes every screen.
- Security reports: through the address in security.txt.
- Please include: the administration, the screen, the time and the message you saw. Never send a password or code; we never ask for one.
Response times per priority are not yet agreed; see the last chapter. More about help is on the support page.
Maintenance and changes
- Every new version of Arvect is first installed and checked on a copy, with a backup beforehand and a rehearsed way back to the previous version.
- The interruption when switching to a new version is short and is measured at every release.
- A posted entry is never changed by a new version; database changes are additive.
Backup and restore
| What | How often | Kept | Demonstrated |
|---|---|---|---|
| Continuous archiving of database changes plus a base backup on the server | Continuous | On the server | Active since 4 November 2026; checked at every release |
| Encrypted bundle (database, changes and settings without passwords) to the second server in Paris, over a private network | Every night | 35 nights plus the oldest per month, 400 days | Restore test passed on 6 November 2026 with both keys |
| Restore test on a copy of the backups | Every day | Not applicable | Daily check on our own systems |
| Backup of the whole server at the hosting provider | Every day | Per the hosting provider | Enabled |
| Full export of your administration (zip with CSV, JSON, UBL, payment and direct debit files, XAF per fiscal year) | Whenever you want, free | With you | In the product, for the admin role |
The bundle is encrypted with two keys held only by Heramind; either key can restore.
Security in short
HTTPS with HSTS, on the Arvect server only TLS 1.2 and 1.3; four eyes enforced in the database; every administration separated per row in the database; every change in a hash chain.
We send the document on encryption, separation, audit trail and retention on request: info@heramind.com.
What we agree per engagement
These points are not yet set up and are outside the agreement for now. We record them in your engagement once they are set up and measured:
- Response and resolution times per priority, and how we measure them.
- An availability target with measurement and a monthly report.
- A fixed maintenance window with advance notice.
- A measured restore time and maximum data loss per scenario, with a fixed schedule of restore tests.
- Retention periods per type of data.
- A data processing agreement listing sub-processors and processing locations.
- Communication during an incident: who, how fast and through which channel.
