Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("SLA") sets forth the expected levels of performance and support provided by DPA Cloud Services Ltd ("we", "us", "our") to clients ("you", "your") who use our cloud, virtualisation, and infrastructure services.

This public SLA represents our baseline commitment to all clients. Bespoke or enhanced SLA tiers may be included in your specific service agreement or contract.

2. Scope of Services Covered

This SLA applies to the following services delivered by DPA Cloud Services Ltd:

• Virtual Desktop Infrastructure (VDI)
• Hosted VoIP & Telephony (3CX or compatible PBX)
• Software as a Service (SaaS) Solutions
• Disaster Recovery as a Service (DRaaS)
• Database as a Service (DBaaS)
• Shared File Storage & Backup
• Network Management & Cloud Infrastructure
• API & Webhook Hosting
• Virtual Infrastructure Management (VIM)

3. Service Availability (Uptime Commitment)

We strive to provide a highly available and resilient environment. Our uptime target per service category is as follows:

3.1 Maintenance Windows

• Planned Maintenance: Performed during low-usage hours (typically weekends/evenings) with 48+ hours’ notice
• Emergency Maintenance: Performed as needed with minimal or no notice where urgent security or system health is at risk

Downtime during planned maintenance is excluded from uptime calculations.

4. Support Availability & Response Times

Support is provided directly by our in-house team.

Support Hours

• Standard Support: Monday to Friday, 09:00–17:00 (UK Time)
• Critical Issue Monitoring: 24/7 (automated + escalation on-call)
• Enhanced SLAs: Available upon request for after-hours or priority care

5. Backups & Disaster Recovery

• Daily off-site backups with RAID10/RAID6 storage
• Snapshots stored for 1–3 years depending on DRaaS tier
• Recovery Time Objective (RTO): ≤ 6 hours (standard), ≤ 2 hours (enhanced)
• Recovery Point Objective (RPO): ≤ 24 hours (standard), ≤ 4 hours (enhanced)

6. Service Monitoring

• 24/7 service uptime monitors
• Proxmox, 3CX, database and system health checks
• Traffic, bandwidth, and intrusion detection logs
• Daily system integrity audits and alerting

7. Incident Management & Escalation

When an incident is identified:

• Incident Ticket Created
• Severity Categorised & Assigned
• Client Notified with Updates
• Resolution or Workaround Deployed
• Post-Mortem (P1/P2 only)

You can escalate any unresolved issue by emailing [email protected] referencing your ticket ID.

8. Exclusions & Limitations

The following are not covered under this SLA:

• Issues caused by your local network, firewall, internet, or power outages
• Service disruptions caused by 3rd-party apps, devices, or integrations outside our control
• Delays caused by incomplete client actions (e.g., missing login credentials, delayed approvals)
• Force Majeure events: e.g., natural disasters, civil unrest, regulatory interference
• Self-managed VMs or environments outside of our managed infrastructure scope

9. Reporting & Transparency

• Uptime reports available on request
• Major incidents are logged and post-mortems may be shared
• Client-specific reports available for DRaaS, DBaaS, VDI usage and compliance

We're building a public-facing service status page for ongoing transparency:
🛠️ status.dpa-cloud.co.uk (coming soon)

10. Feedback & SLA Disputes

If you believe we have failed to meet the SLA, contact us at:
📧 [email protected]

We will investigate the incident and provide a resolution or goodwill credit, where appropriate, at our sole discretion unless a specific contract states otherwise.

11. Revisions to This SLA

This SLA may be updated from time to time. We’ll provide 14 days’ notice for material changes. The latest version is always available at:
🌐 www.dpa-cloud.co.uk/legal/sla