Service Level Agreement (SLA)

This Service Level Agreement (SLA) defines the strict availability, performance monitoring, and technical support standards guaranteed by IP DALIN for all our enterprise B2B software deliveries.

1. Availability and Uptime Guarantee

IP DALIN guarantees a 99.9% to 99.98% uptime for all production enterprise infrastructure implemented by our team. Uptime is measured monthly, excluding scheduled maintenance windows which are announced at least 48 hours in advance.

2. Incident Priority Levels and Guaranteed Response Times

We classify technical incidents into three distinct priority levels, each with a strict maximum response time to ensure business continuity:

• Critical Severity (P1): Total system outage or core functionality failure (e.g., payment gateways down).
  Response Time: Under 30 minutes, 24/7/365.
• High Severity (P2): Significant performance degradation or failure of non-core but important features.
  Response Time: Under 2 hours during business hours.
• Normal Severity (P3): Minor bugs, UI glitches, or general technical inquiries that do not affect business operations.
  Response Time: Under 8 business hours.

3. Continuous Real-time Health Monitoring

To proactively detect and mitigate issues before they impact end-users, we deploy comprehensive 24/7 Application Performance Monitoring (APM) on all enterprise projects. Our standard telemetry stack includes:

• Prometheus & Grafana: For real-time infrastructure metrics, resource utilization (CPU/RAM), and high-level traffic analysis.
• Sentry: For real-time error tracking and exception capturing across both backend (Python/Django) and frontend (Flutter/Web) layers.

4. Automated Backups & Disaster Recovery (DR)

Data integrity is paramount. Our deployment architecture includes automated, encrypted daily database backups. In the event of a catastrophic failure, our Disaster Recovery (DR) protocol ensures rapid restoration of services using point-in-time snapshots.

5. Warranty Period and Security Updates

Following the successful delivery and User Acceptance Testing (UAT) of a project, IP DALIN provides a standard baseline warranty period. During this time, critical security patches and identified architectural bugs are resolved at no additional cost. Post-warranty, organizations may opt into our dedicated maintenance contracts.