Service Level Policy
A plain-English explanation of how uptime, response, maintenance, backups, and included support are scoped for managed environments.
Service levels are agreed per client
This page explains how Titan Cloud Servers approaches service levels. It is not a blanket guarantee for every client. Actual uptime targets, response windows, maintenance windows, included support, backup retention, and recovery expectations must be agreed in the proposal, invoice, or signed service document.
Hosted environment availability
For Titan Cloud Servers hosted environments, availability depends on the selected hosting model, upstream internet providers, power setup, hardware, data center, firewall rules, operating system health, and application behavior. Public uptime references on this website describe observed performance or operating targets, not an unlimited financial guarantee.
What is usually covered
Depending on plan, support may include Windows Server management, RDP access checks, QuickBooks Desktop Enterprise hosting support, user account setup, folder permissions, backup monitoring, event review, basic performance checks, update coordination, and recovery assistance.
What usually needs separate scope
Large migrations, emergency recovery, malware cleanup, accounting workflow redesign, extensive user training, third-party vendor disputes, custom reporting, ERP integration, SQL work, after-hours changes, and end-user helpdesk issues may require a separate scope or billable support time.
Maintenance and exclusions
Planned maintenance, ISP outages, client-side internet problems, endpoint problems, incorrect user actions, expired licenses, vendor outages, payment holds, and force majeure events are normally excluded from uptime calculations unless the client agreement says otherwise.
Best way to set the right level
Tell us your user count, country, working hours, software stack, QuickBooks company file size, backup expectations, and tolerance for downtime. We will recommend a practical service level instead of pretending one generic package fits every business.
Windows desktop stacks we run every day
We build and manage Windows Server environments for serious accounting stacks, including QuickBooks Desktop Enterprise, Sage, Tally, Peachtree, Microsoft Office, SQL Server, OneDrive, Google Drive, and Outlook.
