Assumptions
- DDevOps will provide ongoing operational support maintenance as described in Service Level Agreement.
- DDevOps will not be responsible for any hardware failure and application bug, any problem related to infrastructure providers or any development issues with application.
- All Subscription available on monthly, quarterly, biannually or yearly basis.
- Services provided outside of scope of agreement are subject to an additional cost.
- Major upgrades outside of the scope of agreement are treated as Hourly projects.
- Changes to services will be communicated and documented in Service Charter Contract.
- Service will be provided adherence to related policies, processes and procedures.
- Scheduling requests will be conducted in accordance with service descriptions.
- Support for non-subscribed servers and services are not included.
- Backup and security settings are not a 100% guarantee against hardware loss or data corruption, and/or from the compromise application.
- DDevOps is not responsible for loss and/or corrupted data that may occur when servicing client infrastructure.
- Technical assistance and best effort is limited to couple of hour of troubleshooting assistance per incident.
- Any assistance exceeding from 2 hours (per incident) will be notified and billed at hourly rate.
Uptime
DDevOps provide 99.9% guaranteed uptime, in case we are unable to deliver guaranteed availability, lost time will be refunded back to your account.
The guaranteed uptime is limited to the server availability from infrastructure provider. Any planned/unplanned maintenance from either side will be separated from it. Upgrade, migration or any sort of disaster with the application itself will also be considered separately.
| Period | Downtime |
|---|---|
| Daily | 1m 26.4s |
| Weekly | 10m 4.8s |
| Monthly | 43m 49.7s |
| Yearly | 8h 45m 57.0s |
Security Practices
DDevOps will configure server to comply with the system Security Standards and best practices. While these practices aim to reduce the likelihood of hacking and other compromises, DDevOps cannot guarantee against data loss due to issues in the application or outdated/vulnerable software.
- DDevOps will not support servers that do not comply with known standards and policies. Non-compliant servers will be unsubscribed until standards are restored.
- Servers handling Restricted Data will only be supported if hosted in a secure Data Center environment.
- Clients with administrative rights must follow security best practices. If any compromise is detected, rights may be revoked or limited.
- Clients are responsible for managing user access and notifying DDevOps about changes.
- DDevOps does not store user passwords and will never ask for them. Passwords are the user's responsibility. DDevOps can assist in resetting passwords but may not always be able to recover them.
- Any compromised server or application will be taken offline until minimum security standards are met. This may involve vulnerability scanning or rebuilding the server.
Backups
Backup Retention Policy (Onsite/Offsite):
| Backup Type | Retention |
|---|---|
| Daily | 7 |
| Weekly | 2 |
| Monthly | 1 |
| Database | 15 Days |
Backup frequency can be increase according to the needs, there will be additional charges for offsite storage and configuration charges for additional backups.
Service Level Agreement (SLA)
DDevOps provides quality services to their clients with maximum productivity, backed by this Service Level Agreement. This SLA is an integral part of the agreement and can be reviewed, revised, and supported by additional clauses as outlined in the contract.
This SLA addresses:
- The services DDevOps provides to the customer.
- Response times, availability, and maintenance associated with these services.
- Responsibilities of DDevOps as a Managed Service Provider for subscription-based services.
- Definition of scope of services & responsibilities of clients receiving subscription-based services.
- Processes for requesting services, including technical assistance and expected response time.
- Review, reporting, and other operational processes.
Scope Of Service
DDevOps team of server administrators provides professional management of different servers, including in-house infrastructure, dedicated, virtual & cloud environments, supported versions of server software for Linux and Microsoft.
Server support subscription includes the following:
- Provision of server (OS & other software requirements).
- Deployment and configuration of firewall.
- Initial setup and configuration of server.
- Installation and configuration of application along with required packages on server.
- Monitoring of production applications, running services and server resources.
- Documentation, configuration, and change log.
- Maintenance and security update management.
- Hardware upgrades and scaling supported by the infrastructure provider.
- Configuration & maintenance of onsite/offsite backups.
- Troubleshooting ongoing issues and providing solutions.
Managed Services
- Web Server Management X
- Database Server Management X
- Mail Server and Email Management X
- DNS Server and DNS Management X
- Backup Server Management X
- Control Panel Management X
- Infrastructure Support X
- Proactive Monitoring X
- Support for Linux and Windows Platforms X
- OS Upgrade and Patches X
- Server Security and Firewall Configuration X
- Data Migration X
- Application Migration X
- Security Patches and Server Packages X
Data Protection (Backup Policy)
- Backup Configuration X
- Users & Permissions X
- Ports & Protocols X
- Application(s) Data X
- Configuration Data X
- Databases X
- DR Assistance X
Other Services
- SSL (HTTPS) Support X
- Technical Support X
- Security Assistance X
- Technology Consultation X
- Infrastructure Support X
- Technical Correspondence with other providers X
Ecommerce Operations and DDevOps Services
| Service | Billing Type | Terms |
|---|---|---|
| Proxy Servers and Load Balancer | Hourly | According to Contract |
| Advanced Web Support | Hourly | According to Contract |
| Third Party Software Installation | Hourly | According to Contract |
| Multi-tier Setup and Support | Hourly | According to Contract |
| Multi-Environment/Location Setup | Hourly | According to Contract |
| Software Support | Hourly | According to Contract |
| Custom Server Setup | Hourly | According to Contract |
| Application/Software Upgrade | Hourly | According to Contract |
| Security Assistance & Data Encryption | Hourly | According to Contract |
| Credential Protection | Hourly | According to Contract |
| Deployment/Migration Assistance | Hourly | According to Contract |
| Disaster Recovery & DR Drill | Hourly | According to Contract |
| Continuous Integration & Delivery | Hourly | According to Contract |
| Custom/Dedicated Solution | Hourly | According to Contract |
| Security and System Audits | Hourly | According to Contract |
| High Availability/Clustering | Hourly | According to Contract |
| Testing & Training | Hourly | According to Contract |
Note: X indicates the service is included in the base managed services package.
There will be 2 hours daily for DDevOps Services for high-level tasks. Any additional hours will be billed accordingly. Please refer to your contract for subscribed features & hourly rates. Any additional service/support outside the scope will be charged separately.
Services Outside of the Scope
Services outside of the scope of this Service Level Agreement are considered optional and will be billed at DDevOps Hourly rate.
These services may include, but are not limited to:
- Any technical troubleshooting on Server handled by Technical Team.
- Setup & Configuration of any unsupported services.
- Installation, configuration and/or troubleshooting of any unsupported software & applications.
- Vendor assistance for third party tools.
- Services can be designed to meet specific business requirements in DDevOps Services. For more information or to setup an appointment to discuss custom management or services outside of scope, please contact Support@DDevOps.com.
- DDevOps can provide Technology Consultation to assist in planning infrastructure, software, hardware, and security needs.
Backup Liability
DDevOps provides automatic scheduled backups, but these do not replace the need for offsite backups for disaster recovery.
- Recommended to back up offsite at regular intervals for best recovery.
- Automatic scheduled backups include Configuration, Web files & folders, and databases.
- Local-only backups are not considered adequate for disaster recovery.
- Backup does not guarantee full recovery to last known state (depends on policy).
- DDevOps commits to protecting supported servers from deliberate damage.
- DDevOps is not liable for hardware/data loss caused by accidental actions on either side.
- Recovery support will be provided if backups are present but complete restoration is not guaranteed.
- Each DDevOps member is responsible for protecting client’s information, resources, and assets.
- Risk evaluation for each server will be done quarterly or on client request.
- Security risks found will be reported and mitigation will be scheduled with client.
Roles and Responsibilities
DDevOps Responsibilities:
- Meeting response times for service-related incidents or requests.
- Notifying customers of maintenance, outages, or changes.
- Implementing effective support processes.
- Providing professional staff and secure communication.
- Ensuring secure system configurations and compliance.
Customer Responsibilities:
- Being available during service incidents to assist resolution.
- Submitting service requests through proper channels.
- Making timely payments for licenses and services.
- Ensuring data is backed up and notifying changes in user access.
- Allowing remote tools for support when needed.
Contact Information
- Support Email & Ticketing: Support@DDevOps.com
- Helpdesk: http://Support.DDevOps.com/
- Chat: Available during normal business hours
- Account Owner: Provided via Ecommerce Operation or DDevOps Services
- DDevOps Management: teamlead@ddevops.com
- Emergency Contact: Phone number for urgent issues
- Non-Subscribers: Contact via website or Info@DDevOps.com
Operations Hours & Escalation
Operation Hours: 7 a.m. – 7 p.m. GMT, Monday to Friday (excluding Federal holidays)
Urgent Technical Support: Available outside regular hours for critical issues.
| Priority | Initial Response Time | Support Initiation |
|---|---|---|
| Urgent | 0–30 minutes | 0–1 hour |
| High | 1 hour | 1–2 hours |
| Normal | 3 hours | 3–6 hours or as scheduled |