Enterprise Operational Guarantee
This Service Level Agreement (SLA) defines the availability standards, support response matrix, and escalation procedures for all cloud CRM, ERP, and bespoke software solutions maintained by Dustwon Private Limited (trading as Dustwon Technology).
1. Scope of Agreement & Coverage
This Agreement applies to all active enterprise software subscriptions, managed cloud hosting instances, API microservices, and maintenance retainers executed under an active Statement of Work (SOW). Our objective is to deliver mission-critical software reliability, automated failover resilience, and industry-leading turnaround times.
2. Service Availability & 99.9% Cloud Uptime Commitment
Dustwon Technology guarantees that production cloud instances will maintain an Application Uptime of at least 99.9% during each calendar month, excluding scheduled maintenance windows announced in advance.
| Uptime Metric | Monthly Allowed Unplanned Downtime | Applicable SLA Tier |
|---|---|---|
| 99.9% Production Uptime | ≤ 43.8 minutes per month | Standard & Enterprise |
| 99.95% High Availability (HA) | ≤ 21.9 minutes per month | Mission-Critical Add-on |
3. Incident Severity Levels & Response Matrix
When an incident or issue is lodged through our Client Portal Support Desk, it is classified based on business criticality according to the matrix below:
| Severity Tier | Impact Definition | Initial Response | Target Resolution |
|---|---|---|---|
| P1 - Critical Outage | Production system completely inaccessible; core workflow completely halted. | ≤ 1 Hour (24/7) | ≤ 4 Hours |
| P2 - Major Degradation | Core module degraded; key feature impaired but workaround exists. | ≤ 4 Hours | ≤ 12 Hours |
| P3 - Moderate Defect | Non-critical functional bug or reporting discrepancy; normal operations continue. | ≤ 12 Hours | ≤ 24-48 Hours |
| P4 - Minor / Inquiry | General software question, UI enhancement, or minor cosmetic adjustment. | ≤ 24 Hours | Next Sprint Release |
4. Maintenance Windows & Disaster Recovery
- Scheduled Upgrades: Standard server and schema updates take place on weekends between 02:00 AM and 05:00 AM IST. Notice is provided at least 48 hours in advance via email and client portal notice.
- Automated Backups: Database snapshots are captured every 24 hours and stored in georedundant, encrypted cloud storage with a 30-day retention window. Point-in-time recovery (PITR) is active for high-availability setups.
- Recovery Time Objective (RTO): Maximum 2 hours to spin up cold standby replicas in disaster scenarios.
- Recovery Point Objective (RPO): Maximum 1 hour data loss window under catastrophic cloud provider outage.
5. Escalation & Contact Protocol
Support tickets must be created through the Client Portal for official timestamp tracking. For escalated P1 critical incidents, account leaders can trigger emergency hotline notifications at +91 88398 98989 or email support@dustwon.com with subject prefix [CRITICAL-SLA-ESCALATION].