Service Level Agreement (SLA)
This SLA describes the response windows, uptime targets, and credits Dren Group / IT commits to per published tier. It is part of the Terms of Service.
1. Priority definitions
- Critical — service down; a managed endpoint or essential customer-facing system is offline or compromised.
- High — service degraded; the work of multiple users is affected but a workaround exists.
- Medium — affecting work; a single user or a non-essential workflow is impaired.
- Low — general question, low-impact change request, or documentation.
2. Response windows by tier
"Response" means a credentialed engineer acknowledges the ticket and begins triage. Resolution time depends on the issue but we commit to continuous progress and clear status updates.
| Tier | Critical | High | Medium | Low |
|---|---|---|---|---|
| Starter | 4 hrs | 8 hrs | 24 hrs | 48 hrs |
| Business | 2 hrs | 4 hrs | 12 hrs | 24 hrs |
| Professional | 30 min | 2 hrs | 4 hrs | 8 hrs |
| Custom | As specified in your custom agreement. | |||
3. Uptime targets (managed infrastructure)
For services Dren IT directly hosts or manages end-to-end, we target the following monthly uptimes:
| Tier | Monthly uptime target | Allowed downtime / month |
|---|---|---|
| Starter | 99.5% | ~3 hrs 39 min |
| Business | 99.9% | ~43 min |
| Professional | 99.95% | ~21 min |
| Custom | As agreed. | |
Uptime is measured against the public health endpoint or its equivalent. Scheduled maintenance windows announced at least 48 hours in advance are excluded.
4. Service credits
If we miss the response window for a Critical or High ticket, or fail to meet the monthly uptime target, you may request a service credit equal to a pro-rated portion of that month's fee:
- One missed Critical response or < uptime target: 10% credit.
- Two missed Critical responses or substantially below uptime target: 25% credit.
- Sustained breach (3+ misses or < 99% in a tier targeting 99.9%): 50% credit.
Credits are applied to the next invoice. Credit requests must be submitted within 30 days of the incident.
5. Exclusions
- Outages caused by upstream providers outside our control (after we have escalated promptly).
- Force-majeure events: natural disaster, war, sustained ISP/utility outage in the affected region.
- Customer-caused incidents: unauthorized changes, withheld access, billing suspension.
- Scheduled maintenance announced in advance.
6. Escalation
If an SLA breach is unresolved, escalate to it@dren.group with subject "SLA escalation" and your ticket ID. Professional tier customers may also escalate via the direct channel established at onboarding.
7. Updates
We may update this SLA; material changes will be posted here with an updated effective date and (where possible) emailed to active account contacts at least 30 days in advance.