Service Level Agreements

Under a service level agreement, Doghouse commits to supporting your website applications against clearly defined and measurable service levels.

We provide application monitoring and on-call staff to resolve priority-one (P1) requests for Drupal, Magento and bespoke PHP applications.

Doghouse offers two SLAs for web applications. At a minimum, all clients have a standard SLA in place:

• Standard SLA: dedicated support during business hours (9am-7pm AEST, Monday-Friday), security patching, application updates, and monitoring, billed at our standard hourly rate. Included in all retainer agreements.


• Premium SLA: 24x7 monitoring and on-call staff for P1 requests, and monitoring of the hosting environment, applications, or both. Hours to resolve problems outside standard business hours are billed at double our standard hourly rate.

We can also provide an SLA for your infrastructure, whether we host it or you have chosen a third party for hosting.