Service Level Agreement

1. Availability commitment

We target 99.9% availability of the ITSupport RMM platform in each calendar month. In a 30-day month, 99.9% permits approximately 43 minutes of unplanned unavailability.

"Availability" means the platform's console and API respond to valid authenticated requests, and agents are able to establish connections and deliver telemetry. Availability is measured as:

Availability % = ((Total minutes in month − Excluded minutes − Unavailable minutes) / (Total minutes in month − Excluded minutes)) × 100

Unavailability is measured in whole minutes by our monitoring, which polls the console, the API and an agent connection path from multiple independent network locations. Where our records and yours disagree, we will review your evidence in good faith and will apply your measurement where it is reasonably substantiated.

2. What is excluded from the calculation

• Scheduled maintenance announced at least 5 business days in advance (see section 3).
• Emergency maintenance required to address a security vulnerability, announced as soon as practicable, capped at 60 minutes per month for exclusion purposes. Emergency maintenance beyond that cap counts as unavailability.
• Factors outside our control: failures of your internet connectivity or local network, your DNS, your identity provider, your firewall or proxy configuration, or public internet routing failures between you and our infrastructure.
• Your configuration: unavailability caused by your policy settings, scripts, exceeded API rate limits, or actions of your console users.
• Third-party integrations: outages in external systems such as your PSA, EDR or backup vendor.
• Suspension for non-payment or breach of the Acceptable Use Policy.
• Force majeure events as described in the Terms of Service.

3. Maintenance windows

• Standard window: Sundays, 2:00 AM – 6:00 AM ET. Most releases are deployed without downtime; when downtime is required we announce it at least 5 business days in advance by email and in the console.
• Notice content: planned start and end time in ET, expected impact on the console, API and agents, and rollback plan.
• Agent behavior during maintenance: agents queue results locally and upload them once the platform is available, so telemetry gaps are backfilled rather than lost.
• Emergency maintenance: performed when a security issue requires it, with notice as soon as practicable and a written summary afterwards.

4. Service credits

How to claim

1. Email Info@itsupport-rmm.com with the subject line "SLA credit request" within 30 days of the end of the affected month.
2. Include the dates and times of unavailability you observed, with time zone, and any logs or ticket references.
3. We respond within 10 business days with our measurement and the credit determination.

Credits are applied to a future invoice, or refunded in cash if your subscription ends before the credit can be applied. For annual prepaid subscriptions, monthly fees are calculated as one twelfth of the annual amount. Service credits are your exclusive financial remedy for availability shortfalls, except that if availability falls below 99.0% for three consecutive months you may terminate the affected subscription immediately and receive a pro-rata refund of prepaid unused fees, as stated in the Refund & Cancellation Policy.

5. Support response targets

These are response targets, not resolution guarantees, because resolution time depends on the nature of a defect. We do commit to keeping you informed: for S1 issues, updates at least every 60 minutes until service is restored; for S2, at least daily. Severity is assigned by us based on the definitions above; if you disagree with an assignment, ask for review and it will be reconsidered by a senior engineer promptly.

Escalation path

1. Reply to the ticket requesting escalation, or call +1 717 823 6666 during business hours.
2. The ticket moves to a senior engineer and support management is notified.
3. Professional and Enterprise accounts may use the 24/7 emergency number issued at onboarding for S1 issues.
4. Enterprise accounts may escalate directly through their named technical account manager.

6. Incident communication

During a platform incident we publish updates until resolution and send email notifications to account administrative contacts for S1 events. Within 5 business days of resolving a significant incident, we provide affected accounts with a written summary covering what happened, the impact and duration, the root cause as understood at that time, and the corrective actions planned or completed.

7. Data protection commitments

• Backups: platform data is backed up daily with tested restoration procedures.
• Recovery objectives: we target a recovery point objective of 24 hours and a recovery time objective of 8 hours for a major infrastructure failure. These are targets, and we will report honestly against them after any qualifying event.
• Retention: data retention per category is published on the security page and in the Privacy Policy.
• Data residency: for accounts with a US billing address, platform data is processed and stored in United States data center regions.

8. Your responsibilities under this SLA

For a credit claim to be valid, your account must be current on payment, you must report the issue through a supported channel within 30 days of the affected month, and the unavailability must not fall within the exclusions in section 2. Keeping accurate administrative contact details in the console is necessary for you to receive maintenance and incident notifications.

9. Changes to this SLA

We may update this SLA, but we will not reduce the availability target or increase the exclusions during a paid term. Material changes are notified by email at least 30 days before they take effect and apply from your next renewal.

10. Contact

ITSupport RMM — Service Delivery
401 W Lemon St
Lancaster, PA 17603
United States
Phone: +1 717 823 6666
Email: Info@itsupport-rmm.com