Service Level
Agreement
Our commitment to reliability, performance, and support
Last Updated: October 28, 2025
99.99%
Uptime Guarantee
<50ms
Average Response Time
24/7
System Monitoring
1. Service Availability
Uptime Commitment
DentalDrive guarantees 99.99% uptime for all core services, measured monthly. This translates to maximum downtime of approximately 4 minutes and 23 seconds per month.
Included Services
- • File storage and retrieval
- • Authentication services
- • API endpoints
- • Real-time sync
- • Windows client access
- • Web dashboard access
Exclusions
- • Scheduled maintenance (notified 7 days in advance)
- • Force majeure events
- • Internet connectivity issues
- • Third-party service failures
- • Customer-caused downtime
Service Credits
If we fail to meet our uptime guarantee, you're entitled to service credits based on the following schedule:
| Monthly Uptime % | Service Credit |
|---|---|
| 99.99% - 99.95% | 10% of monthly fee |
| 99.95% - 99.00% | 25% of monthly fee |
| Below 99.00% | 50% of monthly fee |
* Service credits are automatically applied to your next billing cycle. Credits must be requested within 30 days of the incident.
2. Performance Standards
Response Time Targets
<50ms
API Response (avg)
<2s
File Upload (10MB)
<30min
Backup Completion
Data Protection
- Backup Frequency: Continuous real-time backup with 15-minute snapshots
- Retention: 90-day version history for all files
- Recovery Time Objective (RTO): <1 hour for critical data
- Recovery Point Objective (RPO): <15 minutes data loss maximum
3. Support Services
Support Channels
- • Email Support (support@dentaldrive.cloud)
- • Phone Support (Business hours)
- • Live Chat (24/7 for Enterprise)
- • Knowledge Base & Documentation
- • Video Tutorials
Response Time SLAs
Critical Issues 1 hour
System down, data loss, security breach
High Priority 4 hours
Major feature not working, degraded performance
Medium Priority 1 business day
Minor functionality issues, questions
Low Priority 2 business days
Feature requests, general inquiries
4. Maintenance & Updates
Scheduled Maintenance
- Scheduled maintenance windows: Sundays 2:00 AM - 4:00 AM EST
- 7-day advance notice for planned maintenance
- Emergency maintenance performed with minimal disruption
- Status updates provided via email and status page
Software Updates
- • Security patches applied immediately
- • Feature updates released quarterly
- • Windows client auto-update available
- • Backward compatibility maintained for 12 months
- • Release notes published for all updates
5. Monitoring & Reporting
System Monitoring
Our infrastructure is monitored 24/7/365 with automated alerting and incident response procedures.
- • Real-time performance monitoring
- • Automated health checks every 60 seconds
- • Proactive issue detection and resolution
- • Public status page: status.dentaldrive.cloud
- • Monthly uptime reports available on request
6. Security Commitments
- Encryption: AES-256 for data at rest, TLS 1.3 for data in transit
- Access Control: Multi-factor authentication, role-based access
- Security: Enterprise-grade, SOC 2 Type II, ISO 27001
- Auditing: Complete audit trails, quarterly security assessments
- Incident Response: 24/7 security operations center (SOC)
Questions About Our SLA?
Our team is here to answer any questions about our service commitments
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