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.

Certified Platform (CP): 25 criteria to consider when choosing, beyond price

A poor choice can quickly end up costing much more than the initial savings. So, how do you choose the right PA? We’ve identified 25 key criteria, grouped into 5 main categories, to help you make the right choice. Here’s your complete guide. Here’s your complete guide.

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“Critical Flow” Alert: How to Measure Deliverability and Proof of Delivery?

When a critical message is sent, it is not enough simply to send it. It must be possible to prove that it actually left the system, that it was delivered, time-stamped, tracked, and archived for audit purposes. This is precisely what distinguishes a simple notification from a true chain of evidence that can be used by the IT department, the compliance department, and the operations manager.

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