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Enterprise SLA for Secure, Reliable Drupal Hosting & Support
Enterprise Hosting & Support Service Level Agreement (SLA)
Enterprise-Level Drupal Website Support and Security Management
This Service Level Agreement (SLA) outlines the standards, scope, and expectations for enterprise hosting and website support provided by OSS-USA for websites hosted on Amazon Web Services (AWS) or Google Cloud Platform (GCP).
1. Uptime Guarantee
| Tier | SLA Uptime Commitment | Measurement Scope | Penalty for SLA Breach |
|---|---|---|---|
| Standard | 99.9% per calendar month | Application availability (excludes scheduled maintenance, force majeure, and third-party outages) | 5% service credit of monthly fee for each 0.1% below guarantee |
| Enhanced | 99.95% with premium support | Application and infrastructure availability | 10% service credit of monthly fee per incident |
2. Support Response Times
| Issue Severity | Description | Initial Response Time (Business Hours) | Initial Response Time (Off Hours) |
|---|---|---|---|
| Critical | Complete site outage or security breach | 1 hour | 2 hours |
| High | Major functionality broken | 3 hours | 6 hours |
| Medium | Partial functionality impact | 12 hours | 24 hours |
| Low | Cosmetic or minor issues | 24 hours | 48 hours |
Note: Response time is defined as OSS-USA acknowledging the issue and beginning investigation. Resolution times vary by complexity. Critical incidents trigger internal escalation within OSS-USA support and, if needed, direct escalation to AWS/GCP technical teams.
3. Scope of Support
| Service Category | Included | Details |
|---|---|---|
| Website Monitoring | ✅ | 24/7/365 active monitoring via AWS/GCP native tools and third-party services |
| Backup Management | ✅ | Automated daily backups with 30-day retention; manual/on-demand restoration supported |
| Security Patches | ✅ | Core CMS (Drupal) and module patching within 24 hours of critical security advisories |
| Performance Optimization | ✅ | Load testing, performance tuning, and infrastructure auto-scaling |
| Application Layer Support | ✅ | Drupal-specific support including configuration, deployment, and contributed module issues |
| Custom Development | ❌ | Available under a separate custom development agreement |
4. Security & Compliance
| Area | OSS-USA Commitment |
|---|---|
| Infrastructure Security | Hardened configurations on AWS/GCP with firewalls, IAM policies, and intrusion detection |
| Drupal Security | All Drupal PSAs triaged within 24 hours; aligned with the Drupal Security Team |
| Compliance Readiness | HIPAA, SOC 2, and GDPR alignment available via infrastructure configuration |
| Backup Retention | Daily snapshots with 30-day default; custom retention available |
| Vulnerability Scanning | Automated scans for core and contributed modules; integration with Drush where supported |
5. Hosting Infrastructure Details
| Feature | Availability |
|---|---|
| High Availability | ✅ Multi-zone deployments on AWS/GCP |
| CDN Integration | ✅ AWS CloudFront, GCP Cloud CDN, or third-party CDN supported |
| Staging Environments | ✅ Full-featured staging environments provided for testing code, patches, and updates |
| Disaster Recovery | ✅ RTO: 6 hours; RPO: 4 hours (custom SLAs available based on client requirements) |
6. Communication & Escalation
- OSS-USA provides 24/7/365 access via its ticketing system.
- Urgent issues escalate automatically to senior support engineers and cloud provider support based on severity.
- Each enterprise client is assigned a dedicated account manager to oversee SLA adherence and roadmap alignment.
7. SLA Credits
Clients may request service credits for uptime guarantee breaches.
SLA Credit Policy:
- Requests must be submitted within 30 days of the SLA breach.
- Approved credits are applied to the next monthly invoice.
- Credits do not apply to issues beyond OSS-USA’s control (e.g., third-party modules, CDN outages, force majeure).
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.
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