99.99%
Monthly availability target
≤ 4m 23s downtime
11 min
Median full-server recovery
verified, not estimated
15 min
Recovery point objective
snapshot frequency
24 / 7
Fleet monitoring
every site, every minute
Availability commitment
DDSArk commits to 99.99% availability of the backup and recovery service in any calendar month, measured as the percentage of minutes the service is reachable and able to capture or restore backups. The table below shows what each availability level means in real downtime, and the credit it earns.
| Monthly availability | Downtime in a 30-day month | Service credit |
|---|---|---|
| 99.99% | 4 minutes 23 seconds | No credit |
| 99.90% – 99.98% | 43 minutes 50 seconds | 10% credit |
| 95.00% – 99.89% | 3 hours 39 minutes | 25% credit |
| Below 95.00% | More than 36 hours | 50% credit |
Recovery objectives (RTO & RPO)
Availability keeps the service running; recovery objectives define how fast you get a practice back online after data loss, hardware failure, or a ransomware event.
RTO
11 min
Median verified recovery of a full practice server. Our target Recovery Time Objective is 60 minutes or less.
RPO
15 min
Recovery Point Objective. Snapshots run as often as every 15 minutes, so at most 15 minutes of work is ever at risk.
Recovery is tested, not assumed
Support response by severity
Every issue is triaged into one of four severity tiers. Critical incidents — including any active ransomware recovery — receive a response within 15 minutes, around the clock.
P1 — Critical
24 / 7 / 365
Total outage, data inaccessible, or an active ransomware recovery in progress.
Initial response
15 minutes
Status updates
Every 30 minutes
P2 — High
24 / 7 / 365
A core function (backup capture, restore, or console) is degraded for a site or tenant.
Initial response
1 hour
Status updates
Every 2 hours
P3 — Normal
Business hours
A non-critical issue, isolated bug, or single-feature impairment with a workaround.
Initial response
4 business hours
Status updates
Daily
P4 — Low
Business hours
A question, configuration request, or feature inquiry with no service impact.
Initial response
1 business day
Status updates
As needed
Service credits
If we miss the availability commitment in a billing month, you receive a service credit calculated as a percentage of that month’s fee for the affected service. Credits scale with the severity of the miss, as shown in the availability table above.
Credits are the exclusive remedy
How to claim a credit
To request a service credit, the process is deliberately simple:
- 1. Email [email protected] within 30 days of the incident.
- 2. Include your account name and the date(s) and time(s) the service was affected.
- 3. We verify against our monitoring records and apply any approved credit to your next invoice.
What the SLA does not cover
The availability commitment excludes downtime caused by:
- • Scheduled maintenance announced at least 48 hours in advance (capped at 4 hours per month).
- • Factors outside our reasonable control, including force majeure and third-party internet failures.
- • Your equipment, network, or local site connectivity at a protected practice.
- • Use of the service in a way that breaches the Acceptable Use Policy.
- • Suspension or termination of your account for non-payment or a terms violation.
Definitions
- Availability
- The percentage of minutes in a calendar month the service is reachable and able to capture or restore backups.
- Recovery Time Objective (RTO)
- The targeted maximum time to restore a protected system to service after a qualifying incident.
- Recovery Point Objective (RPO)
- The maximum age of the data you recover — that is, how much recent work could be lost between snapshots.
- Service credit
- A percentage of the monthly service fee credited to your account when an availability target is missed.
Questions about this document?
Our team responds to legal and compliance inquiries within two business days.