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 100% on platforms certified in France ISO 9001 & 27001
>replacement of EU flag with France flag

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.

E-reporting in 2026: what's changing for CFOs (B2C, international, payments)

How e-reporting obligations are managed in 2026 will make the difference between a Finance Department (FD) under pressure and an FD that gains visibility, VAT control, and management data reliability.

See

Electronic invoicing: why these four publishers secured their time to market by partnering with Docoon PA as a white label solution

With six months to go, electronic invoicing is no longer a topic "for later": the countdown has begun and the schedule will not change.

See

Rich Communication Services: Docoon integrates RCS!

This is where Rich Communication Services (RCS) and Docoon's multichannel platform are changing the game, combining transactional power, an enriched experience, and ROI logic.

See