This SLA applies to OrgCloud, AI Agents, real-time dashboards, and SaaS platforms provided by DITUS.

DIT Universal Solutions
61 Bridge St, Kington, HR35 3DJ
Email: info@dit-universal.com

1. Services Covered

This SLA covers uptime, support, and service guarantees for OrgCloud, AI Agents, dashboards, and other DITUS-hosted SaaS services.

2. Uptime Commitment

DITUS targets 99.5% uptime monthly, excluding scheduled maintenance, emergency patches, third-party outages, or force majeure.

3. Support Response Times

• Critical issues: response within 2 hours
• High priority: within 4 hours
• Normal issues: within 1 business day
• General enquiries: 1–3 business days

4. Data Protection & Security

DITUS complies with UK GDPR, encrypted data handling, secure hosting, and the accompanying DPA.

5. Backups & Recovery

Daily backups with a 30-day retention period. Disaster recovery target window: 24–48 hours.

6. Maintenance Windows

Planned maintenance occurs outside peak hours with reasonable notice unless urgent security updates are required.

7. Client Responsibilities

Clients must maintain device security, follow usage guidelines, protect credentials, and ensure reliable internet connection.

8. Limitations

This SLA does not cover unapproved system modifications, third-party integration failures, or issues caused by unsupported devices.

9. Remedies

If uptime falls below 99.5%, clients may request service credits or escalation reviews.

10. Term & Governing Law

This SLA remains active during the service subscription and is governed by the laws of England & Wales.