Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) outlines Devoptro's service commitments, support standards, maintenance practices, and operational expectations for our DevOps consulting, managed DevOps services, cloud consulting, Kubernetes management, platform engineering, and infrastructure management services.

2. Service Availability

For clients enrolled in our managed services, Devoptro strives to maintain up to 99.9% service availability for managed infrastructure, excluding scheduled maintenance, third-party cloud provider outages, force majeure events, and circumstances beyond our reasonable control. Actual availability may vary depending on the client's cloud platform and agreed service scope.

3. Support Response Times

Support response targets are based on issue severity and the applicable service agreement.

Critical (Priority 1): Initial response within 1–2 business hours

High Priority (Priority 2): Initial response within 4–8 business hours

Medium Priority (Priority 3): Initial response within 1 business day

General Requests: Initial response within 1–2 business days

4. Incident Resolution

Resolution times depend on the complexity of the issue, client infrastructure, third-party dependencies, and agreed service scope. Devoptro will prioritize incidents based on business impact and make commercially reasonable efforts to restore normal operations as quickly as possible.

5. Scheduled Maintenance

Planned maintenance may be required to improve security, stability, cloud infrastructure, system performance, or platform reliability. Where practical, advance notice will be provided before maintenance activities that may affect service availability.

6. Infrastructure Monitoring

Depending on the selected managed services plan, Devoptro provides proactive infrastructure monitoring, system health checks, performance monitoring, log analysis, alerting, and operational oversight to identify and address issues before they affect business operations.

7. Service Exclusions

This SLA does not apply to interruptions or delays caused by:

• Cloud provider outages or service disruptions
• Third-party software or API failures
• Domain, DNS, CDN, or SSL certificate issues outside our control
• Internet service provider failures
• Client configuration errors or unauthorized infrastructure changes
• Cybersecurity incidents originating outside Devoptro's managed scope
• Force majeure events or circumstances beyond our reasonable control

8. Client Responsibilities

Clients are responsible for providing appropriate access to cloud environments, repositories, infrastructure, documentation, and technical contacts. Clients must also maintain valid accounts with relevant cloud providers, licensing vendors, and third-party services required for project delivery.

9. Third-Party Services

Devoptro works with major cloud providers, monitoring platforms, communication tools, security solutions, and other third-party technologies. Availability and performance of these services are governed by the respective providers' service commitments and policies.

10. SLA Updates

Devoptro reserves the right to update or modify this Service Level Agreement to reflect changes in our services, technologies, or operational practices. The latest version will always be available on this page.

11. Contact Information

If you have questions regarding this Service Level Agreement or require assistance with support services, please contact us through our Contact Us page or email us at sales@devoptro.com.