1. Scope
This SLA covers services that DCG operates on a recurring basis: hosted platforms and applications, subscription/SaaS services, websites under an active maintenance retainer, and ongoing support engagements. One-off project work is governed by the relevant Statement of Work and is not covered by this SLA unless the contract expressly incorporates it. Where your contract with us defines its own service-level commitments, those terms prevail over this document in case of conflict.
2. Definitions
- Service — the hosted software, platform, or website covered by your active subscription or retainer.
- Downtime — a period during which the Service is fully unavailable to authenticated users, as measured by our monitoring, excluding the scenarios listed in Section 8.
- Incident — any unplanned event affecting the Service that requires our intervention.
- Response time — the elapsed time between receipt of a properly raised support request and our first substantive acknowledgement by a member of the team.
3. Service availability
We use commercially reasonable efforts to keep each Service available on a 24/7 basis. Our internal availability target is 99.5% of any calendar month, measured at the application layer. This is a target, not a guarantee. Higher availability commitments, dedicated infrastructure, and stricter measurement methodologies may be agreed in individual client contracts.
4. Support channels
Support is available through:
- email at info@dynamiccommercegroup.com — the primary channel for all clients and the official record for SLA timing;
- any dedicated client channel we have agreed (for example, a shared workspace, ticketing portal, or on-call hotline for higher-tier engagements);
- scheduled review calls, where the engagement includes them.
Support is provided in English. Urgent incidents should be clearly flagged in the subject line; we operate on-call rotations and aim to acknowledge critical incidents around the clock.
5. Severity levels and response targets
We classify requests by severity. The targets below are response-time targets — first substantive acknowledgement — not resolution-time guarantees.
- P1 — Critical: the Service is fully unavailable or unusable for all users, or a security incident is suspected. Target response: within 1 hour, 24/7.
- P2 — High: the Service is significantly degraded, a major feature is unavailable, or a substantial group of users is affected. Target response: within 4 business hours.
- P3 — Medium: a feature is partially impaired or a workaround exists. Target response: within 1 business day.
- P4 — Low: a question, enhancement request, or minor cosmetic issue. Target response: within 3 business days.
Business hours are 09:00–18:00 Georgia time (GET, UTC+4), Monday to Friday, excluding Georgian public holidays.
6. Scheduled maintenance
We may perform planned maintenance during a regular maintenance window — typically outside peak hours for the majority of your users. Where reasonable, we give at least 48 hours advance notice for routine maintenance and as much notice as practical for urgent maintenance. Time spent within an announced maintenance window does not count as Downtime.
7. Backups and data continuity
For services we host on your behalf, we operate routine database backups and infrastructure snapshots in line with recognised industry practice. Backup frequency and retention vary by service tier and may be tightened in your contract. Backups are intended for disaster recovery, not for routine user-level restore requests; restore requests will be honoured on a commercially reasonable basis.
8. Exclusions
The following events do not count toward Downtime or breach this SLA:
- scheduled maintenance, as defined above;
- outages caused by third-party services or infrastructure outside our reasonable control (for example, upstream cloud providers, DNS, email relays, payment processors);
- outages caused by your own actions or configurations, by code or content you supplied, or by integrations you control;
- outages caused by misuse, by a denial-of-service attack directed at you, or by other unforeseeable third-party conduct;
- events of force majeure, including natural disasters, war, civil unrest, government action, or large-scale network failures;
- beta, preview, or experimental features clearly marked as such.
9. Remedies
If we materially fail to meet a service-level commitment in this SLA in a given month, your sole and exclusive remedy is a service credit applied against a future invoice for the affected Service, calculated as a reasonable pro-rata share of that month's fees. Service credits are not paid in cash. To request a service credit, write to info@dynamiccommercegroup.com within 30 days of the incident, including the affected dates and times. Specific credit percentages may be defined in your individual contract.
10. Client responsibilities
To enable us to meet our targets, we ask that you:
- keep your billing current and your account in good standing;
- designate at least one technical and one business point of contact reachable during incidents;
- give us reasonable notice of unusual events that may affect demand (launches, campaigns, peak sales periods);
- use the Service in line with our Acceptable Use Policy;
- apply security and configuration recommendations we share with you.
11. Client-specific commitments
The targets in this SLA are our standard defaults. Higher availability targets, tighter response times, dedicated on-call cover, or other specific commitments can be agreed in your contract or order form. Where your contract sets different terms, those terms take precedence over this document for that engagement.
12. Changes
We may update this SLA from time to time to reflect changes in our infrastructure, the services we operate, or our operating practices. We will not retroactively weaken commitments already in force for an active engagement. The “Last updated” date at the top of this page reflects the most recent revision.
13. Governing law
This SLA is governed by the laws of Georgia. Any disputes that cannot be resolved by good-faith negotiation will be submitted to the competent courts of Batumi, Georgia, unless your contract with DCG specifies a different forum.
14. Contact us
To raise an SLA matter, request a service credit, or ask a question about this document, email info@dynamiccommercegroup.com or visit our contact page.