24/7 support for Enterprise clients

Enterprise Drupal Hosting & Support — SLA-Backed, Secure, and Scalable

OSS-USA provides 24/7 enterprise-grade Drupal hosting and support, designed for high-security, high-availability environments. Our service includes a clearly defined Service Level Agreement (SLA), proactive monitoring, cloud-native infrastructure on AWS or Google Cloud Platform (GCP), and compliance-ready configurations for industries such as healthcare, education, and government.

Whether you’re a university, healthcare provider, or public agency running Drupal, we offer managed infrastructure, incident response, and performance optimization tailored to your risk and compliance requirements.

Service Level Agreement (SLA)

We offer two tiers of uptime-backed SLAs for Drupal environments:

Tier: Standard
Uptime Commitment: 99.9%
Scope: Application availability (excludes planned maintenance, force majeure, and third-party outages)
Credit for SLA Breach: 5% monthly service credit per 0.1% below threshold

Tier: Enhanced
Uptime Commitment: 99.95%
Scope: Application + infrastructure availability
Credit for SLA Breach: 10% monthly credit per incident

24/7 Drupal Support – Response Times

Our dedicated Drupal support team is available around the clock, with response times based on severity:

Critical: Site down, data breach, or major outage
Response Time (Business Hours): 1 hour
Response Time (Off Hours): 2 hours

High: Significant functionality broken
Response Time (Business Hours): 3 hours
Response Time (Off Hours): 6 hours

Medium: Partial functionality issue
Response Time (Business Hours): 12 hours
Response Time (Off Hours): 24 hours

Low: Cosmetic or non-blocking issue
Response Time (Business Hours): 24 hours
Response Time (Off Hours): 48 hours

Critical issues are escalated immediately to senior engineers and, if required, to AWS or GCP enterprise support.

What’s Included in Our Managed Drupal Hosting

Website Monitoring: Included
Details: 24/7 monitoring using AWS/GCP tools and third-party alerting systems

Backup Management: Included
Details: Automated daily backups with 30-day retention; full restoration supported

Security Patching: Included
Details: Drupal core and module patches deployed within 24 hours of critical advisories

Performance Tuning: Included
Details: Load testing, caching, and infrastructure auto-scaling

Application Support: Included
Details: Configuration support for Drupal modules, themes, and deployment pipelines

Custom Development: Not included (available under separate agreement)

Security & Compliance Readiness

OSS-USA provides cloud infrastructure aligned with major compliance requirements and Drupal security best practices.

Infrastructure Hardening: Firewalls, IAM policies, threat detection, multi-zone deployment
Drupal Security: Response to critical Drupal PSAs within 24 hours
HIPAA / SOC 2 / GDPR: Support via compliant infrastructure and audit readiness
Vulnerability Scanning: Integrated scanning tools and Drush-based security automation
Backup & Retention: 30-day daily snapshots; custom policies on request

Hosting Platform Features

High Availability: Multi-zone deployments across AWS or GCP
CDN Support: Compatible with AWS CloudFront, GCP Cloud CDN, and others
Staging Environments: Fully functional staging for testing updates and patches
Disaster Recovery: RTO: 6 hours | RPO: 4 hours (custom SLA available)

Communication & Escalation

Every enterprise client is assigned a dedicated account manager to oversee SLA compliance and roadmap alignment.

Support channels include:
• 24/7 ticketing system
• Emergency escalation to senior engineers
• Direct coordination with AWS/GCP support teams when necessary

SLA Credit Policy

Service credits are available for uptime breaches and must be requested within 30 days of the incident. Credits apply only to OSS-USA-managed issues and are applied to future invoices.

Why Choose OSS-USA for Enterprise Drupal Hosting?

We specialize in secure, SLA-backed Drupal hosting for organizations with strict compliance, security, and uptime requirements. From monitoring and patching to recovery and performance, OSS-USA handles the infrastructure so your team can focus on content, services, and digital experience.

Get Started Today

Let us help you build a secure, high-performance Drupal platform backed by 24/7 support and enterprise-grade guarantees.

For secure, transparent, and Drupal-specific enterprise hosting and support, contact OSS-USA today to build a support plan tailored to your organization’s risk, compliance, and performance needs.