Service Quality & Commitments

Our commitments to quality, service, transparency, and sovereignty to support your strategic projects.

Quality and service at the heart of all our processes.

Docoon has developed a strong DNA centered on quality at every level: in the products and services we deliver, but also in the commitment, responsiveness, advice, and support provided by our teams.

A total investment in the success of your projects : We combine proven technologies, redundant infrastructures, and human support to ensure continuity and compliance.

Transparency and continuous improvement : real-time monitoring, shared indicators, scalability of proposed solutions, and constant monitoring of regulatory developments fuel our approach of constant progress.

Docoon in figures

Docoon operational excellence

Each service is based on proven processes and rigorous execution, ensuring reliability and continuity.
This daily commitment makes Docoon a solid partner, capable of supporting your projects over the long term.

Availability

> 99,95%

Highly available platform

Warranties & Service Takeover

SLA, PQS, GTR, PRA

meeting the most demanding applications

Monitoring & Supervision

24/7/365 days a year

Redundant infrastructure that is continuously monitored.

Customer support

24/7

Email, phone, chat

Services

Our quality standards

Compliance

ISO 27001, eIDAS Qualified, RGS **, GDPR, RFC 3161, NF Z42-013/NF 461 (conclusive digital archiving).

Support

Dedicated team, technical support, and multi-platform.

Continuous process improvement

ISO 27001: Information Security Management System (ISMS)

Safety

Data encryption, confidentiality, and security (SSL protocols), restricted access to data.

Maximum Deliverability

Management of ISPs, mobile operators, and telecoms. Response to the most demanding applications and requirements for the routing of sensitive and transactional data flows.

Sovereignty

Processing and hosting are 100% carried out on platforms certified in France to ISO 9001 and 27001 standards

Incident management

Structured, transparent care that complies with our commitments

Step 1

Detection

Continuous monitoring and incident identification. Immediate alert to our teams.

Step 2

Communication

Clear status information via the designated channels (status page, ticket, email if required).

Step 3

Remediation

Diagnosis, corrective actions, or workarounds in accordance with our SLAs. Follow-up until service is restored.

Step 4

Feedback

Analysis of causes, documentation, and continuous improvement actions to enhance service reliability.

Digital trust

Compliance and regulatory expertise

Whether it's electronic invoicing, electronic signatures, time stamping, archiving, or even personal data protection, digital trust requires compliance with national and European standards.

For 40 years, Docoon has been providing new solutions to simplify and secure the distribution of messages and documents in response to every technological or regulatory change.

We are committed to delivering digital solutions that are always compliant with current regulations, but also to enabling you to anticipate future changes by constantly monitoring French and European standards for our dematerialization and digitization solutions.

Resources

Stay at the forefront of digitization

Access our exclusive content: White Papers, Webinars, API Documentation, etc.

Facturation électronique, un mois après : Anthony DEBLOND, Sales Manager du Groupe Docoon, remercie clients et éditeurs partenaires et fait un point d’étape

Pour Docoon, ce premier mois confirme aussi un choix stratégique : de plus en plus d'éditeurs de logiciels intègrent sa Plateforme Agréée (PA), Docoon Invoice, en marque grise ou en marque blanche. À cette occasion, nous avons rencontré Anthony DEBLOND, Sales Manager du Groupe Docoon, afin de revenir sur les enseignements de ce démarrage et évoquer la suite.

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Intégration, fiabilité, accompagnement : 5 éditeurs expliquent leur choix de la marque grise Docoon en 2026

5 nouveaux éditeurs ont intégré Docoon Invoice en marque grise : Fisi, Synovo Group, Univers Solutions, Jupi’Terre et TGI. Leur parti pris : fournir à leurs clients une réponse conforme, directement intégrée à leurs logiciels, tout en s’appuyant sur un partenaire spécialisé pour les échanges réglementaires. Ces cinq signatures illustrent l’intérêt croissant du modèle marque grise auprès des éditeurs.

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Docoon Invoice et Freedz : deux expertises pour étendre la réponse aux clients et éditeurs

Docoon Invoice et Freedz sont deux Plateformes Agréées du Groupe Docoon. Elles répondent aux exigences de la réforme, tout en apportant des positionnements complémentaires : Docoon Invoice s’adresse aux environnements multi-ERP et aux projets d’intégration étendus ; Freedz combine le rôle d’un PA avec une expertise éprouvée de la gestion des flux fournisseurs dans l’immobilier et le bâtiment.

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