This Service Level Agreement ("SLA") defines the performance standards, response time commitments, and remedies applicable to managed IT services provided by CyberDental Group LLC ("CyberDental") to subscribing dental practices. This SLA is incorporated into and forms part of your service agreement.
1. Response Time Guarantees
CyberDental commits to the following maximum response times based on issue severity and your subscription plan:
Critical Issues (Practice Down / Data at Risk)
- Priority Plan: 15-minute initial response, 24/7/365.
- Ultimate Plan: 15-minute initial response with dedicated technician assignment, 24/7/365.
- Remote Plan: 30-minute initial response during business hours; 1 hour after hours.
High Priority (Major Feature Impaired)
- Priority Plan: 1-hour initial response.
- Ultimate Plan: 30-minute initial response.
- Remote Plan: 2-hour initial response during business hours.
Standard Issues (Minor Disruption)
- All Plans: 2-hour remote response during business hours (Mon–Fri 8 AM – 6 PM ET).
On-Site Response (Priority & Ultimate Plans Only)
- Priority Plan: Next-business-day on-site visit for issues that cannot be resolved remotely.
- Ultimate Plan: 4-hour on-site response for critical issues within the South Florida service area. Same-day response guaranteed for all other covered locations.
2. Uptime Guarantee
CyberDental guarantees 99.9% uptime for all managed infrastructure, monitoring systems, and cloud services under our direct control. This equates to no more than 8 hours and 45 minutes of unplanned downtime per year.
Uptime is measured monthly and calculated as:
Uptime % = ((Total Minutes − Unplanned Downtime Minutes) / Total Minutes) × 100
Uptime monitoring is performed using independent, third-party monitoring services with checks at 1-minute intervals.
3. Escalation Procedures
If an issue is not resolved within the committed timeframe, the following escalation path is automatically triggered:
- Level 1 (0–30 min): Assigned to the on-call support technician for initial triage and resolution.
- Level 2 (30–60 min): Escalated to a senior engineer with specialized expertise in the affected system.
- Level 3 (60–120 min): Escalated to the Engineering Manager with full team mobilization if necessary.
- Level 4 (120+ min): Executive notification. The client's designated point of contact is provided direct communication with CyberDental leadership.
Clients may request manual escalation at any time by contacting us at (954) 639-7049 and requesting a supervisor.
4. Credits for SLA Breaches
If CyberDental fails to meet the commitments outlined in this SLA, you are entitled to service credits as follows:
- 99.0% – 99.9% uptime: 10% credit on that month's invoice.
- 95.0% – 99.0% uptime: 25% credit on that month's invoice.
- Below 95.0% uptime: 50% credit on that month's invoice.
- Missed response time (per incident): 5% credit on that month's invoice, up to a maximum of 30%.
Credits must be requested within 30 days of the incident by emailing support@cyberdentalgroup.com with the ticket number and dates. Credits are applied to future invoices and are not redeemable for cash.
5. Exclusions
This SLA does not apply to downtime or delays caused by:
- Scheduled maintenance windows (see Section 6 below).
- Force majeure events, including natural disasters, power outages, and internet service provider failures outside our control.
- Client-initiated changes to systems, configurations, or credentials without prior CyberDental approval.
- Third-party software or hardware failures not under CyberDental management.
- Failure by the client to provide required access to systems, facilities, or personnel.
- Issues arising from client use of unsupported or end-of-life hardware or software after being advised of the risk.
6. Maintenance Windows
CyberDental performs scheduled maintenance to ensure the security, stability, and performance of managed infrastructure:
- Standard Maintenance: Sundays 12:00 AM – 6:00 AM ET. Clients are notified at least 72 hours in advance.
- Emergency Maintenance: May occur at any time for critical security patches or urgent fixes. Clients are notified as soon as practicable, typically within 1 hour.
- Extended Maintenance: Planned infrastructure upgrades requiring more than 6 hours are scheduled with at least 14 days' notice and coordinated with affected clients.
Scheduled maintenance windows are excluded from uptime calculations.
Contact
For questions about this SLA or to report a breach, contact us: