Question 1

What is ShadGramers?

Accepted Answer

ShadGramers is a B2B reseller of sovereign open-source software stacks. We package, deploy and maintain tools such as Nextcloud, Mattermost, Vaultwarden and Dolibarr for French and European SMEs and public bodies, with no dependency on US cloud services.

Question 2

What do you mean by “sovereign”?

Accepted Answer

Sovereign means your data stays on servers located in the European Union, hosted with European IaaS providers (sovereign EU infrastructure). No data passes through services subject to the US Cloud Act. All software used is open-source and auditable.

Question 3

Who is ShadGramers for?

Accepted Answer

ShadGramers is designed for SMEs, mid-size companies, non-profits, public bodies and regulated professions (lawyers, doctors, accountants) who want collaboration, messaging, management or storage tools within a legally secure framework (GDPR, NIS2).

Question 4

Do your stacks run on ARM architectures?

Accepted Answer

Yes. All our Docker images are built and tested for ARM64 (linux/arm64). They run on Raspberry Pi, Ampere Altra, AWS Graviton and any compatible ARM64 server.

Question 5

Is ShadGramers' code open-source?

Accepted Answer

The OSS building blocks we package (Nextcloud, Mattermost, Vaultwarden, etc.) are of course open-source. Our own integration code (docker-compose, Ansible, portal) will be progressively published on our Forgejo forge. No vendor lock-in on our code.

Question 6

How does your pricing work?

Accepted Answer

Our prices are fixed, billed monthly, with no surprises. They cover hosting, maintenance, security updates and level 1 support. No usage-based billing, no hidden overages.

Question 7

Is there a trial period?

Accepted Answer

Yes, some offers include a 14-day trial with no commitment. No credit card required to start the trial. Billing only begins once the trial period ends.

Question 8

How does payment work?

Accepted Answer

Payment is made by card via Stripe (our only exception to the “zero US cloud” principle — we have a migration plan to Mollie EU). Factur-X invoices (compliant with French e-invoicing rules) are generated automatically.

Question 9

Can I cancel at any time?

Accepted Answer

Yes. Our subscriptions carry no annual commitment. You can cancel at any time from your portal. We will provide you with a complete archive of your data within 15 days of cancellation.

Question 10

Can you provide a quote for a specific need?

Accepted Answer

Absolutely. If your need doesn't match our catalogue offers, our sales team can put together a custom quote. Use the contact form or request a quote online.

Question 11

Are you GDPR compliant?

Accepted Answer

Yes. We act as a data processor under GDPR. A DPA (Data Processing Agreement) is signed with every client. Your data stays in the EU. We give you the tools to exercise your rights (export, deletion) directly from the portal.

Question 12

How are your servers hardened?

Accepted Answer

Every server is hardened to the CIS Benchmark: auditd, fail2ban, SSH key-only + 2FA, hardened sysctl, cap_drop ALL on Docker, read-only containers, regular Trivy and Lynis scans. Lynis score ≥ 80 required.

Question 13

How are backups handled?

Accepted Answer

Backups use Restic + Borg on encrypted MinIO object storage. 30-day retention by default (configurable). A monthly restore test is scheduled automatically and visible in your portal.

Question 14

Are you NIS2 compliant?

Accepted Answer

We apply NIS2 baseline measures to our own operations: vulnerability management, continuity plans, incident logging, security training. NIS2 compliance for your own organisation remains your responsibility — we provide you with the tools.

Question 15

Do you carry out security audits?

Accepted Answer

An automated scan (Trivy, Hadolint, Nuclei) runs on every deployment. A manual penetration test is scheduled annually. Reports are available on request for Enterprise clients.

Question 16

Can I migrate from my current hosting?

Accepted Answer

Yes. We offer migrations from Microsoft 365, G Suite, self-hosted Nextcloud, or any other provider with a standard export API. Migration is read-only on the existing setup — your data is transferred without interruption, then a DNS cutover follows.

Question 17

Is there any service interruption during migration?

Accepted Answer

Migration is designed to minimise interruption: an initial sync with no downtime, then a DNS cutover (usually under 5 minutes). For critical stacks, we schedule the cutover outside business hours.

Question 18

How do I get my data back if I want to leave?

Accepted Answer

From the portal, you can trigger a full export (GDPR) at any time. The archive contains your data in standard formats (CSV, JSON, IMAP, CardDAV, CalDAV, etc.). No proprietary format.

Question 19

Can I change my hosting region?

Accepted Answer

Yes. Cross-region migration between EU data centres is available from your admin portal. It includes a Restic snapshot, provisioning of the new VM, restore, DNS update and a smoke test, in around 30-60 minutes.

Question 20

How do I contact support?

Accepted Answer

Via your client portal (support ticket), by email at support@shadgramers.tech, or via our community Mattermost channel. Standard support replies within 1 business day. Urgent support (critical incidents) has an on-call rotation.

Question 21

What are your SLAs?

Accepted Answer

Standard: 99.5% availability, support response within 1 business day. Pro: 99.9%, 4 business-hour response. Enterprise: 99.95%, 1-hour response, 24/7 on-call included. SLAs are contractual and viewable from the portal.

Question 22

Who responds to a critical incident at night?

Accepted Answer

Our team runs an on-call rotation covering off-hours for Pro and Enterprise clients. Prometheus alerts are automatically routed to the on-call engineer.

Question 23

Can I manage my own configuration?

Accepted Answer

Yes. Your portal gives you access to manage domains, SSL certificates, VPN, users, backups and stacks. Advanced operations (migrations, DR tests) are also available depending on your plan level.

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