Service Level Agreement (SLA)
This Service Level Agreement (SLA) outlines the standards for availability, support, and security that Radical Cloud Solutions (RCS) commits to delivering for its organizations, ensuring reliability and business continuity.
This SLA applies to customers utilizing core Radical Cloud Solutions offerings, including Cloud Hosting, Hosted Email Services, Cloud Solutions (such as Microsoft 365 or Google Workspace), Cybersecurity, and Backup solutions.
RCS is committed to ensuring seamless platform availability and reliably serving customers.
Commitment | Description |
Availability Goal | RCS targets an average uptime of over 99.9% for the platform. |
Uptime Calculation | Uptime Percentage (Availability) is generally calculated based on the total accumulated minutes during an applicable period, minus Downtime minutes, divided by the total accumulated minutes. |
The following periods do not count towards Downtime calculation:
• Scheduled Maintenance: Downtime related to network, hardware, service maintenance, or upgrades that are typically noticed via the status page or notifications, announced two calendar weeks in advance.
• Customer Actions/Equipment: Issues resulting from the customer's own computing devices, local area networks, or internet service provider connections.
• External Factors: Events of force majeure (e.g., natural disaster, war, government action).
• Security Incidents: Malicious attacks on the application.
• Customer Misuse: Downtime resulting from the customer's failure to adhere to required
configurations or use the service in an unsupported manner.
RCS is committed to responsive support, using a priority classification system to manage incidents.
Support can be reached through the following channels:
• Email: support@radicalcloudsolutions.com (for submitting a ticket).
• Client Area/Support: whatsapp +27 79 041 3726
For committed service level agreements, RCS utilizes four priority levels for reporting issues:
Priority Level | SLA Definition (Impact) | Committed Response Time (Enterprise Model) |
P1: Critical Impact | Complete system outage (e.g., users cannot login or service is not loading) where no procedural workaround is possible. | 1 Business Hour |
P2: Significant Impact | Severe downgrade of services; a business function is unavailable, where a viable workaround exists but has a material impact on business. | 2 Business Hours |
P3: Minor Impact | Issue impairs some functionality but allows the customer to continue using the service, and a reasonable workaround is available. | 8 business hours |
P4: Low Impact/Inquiry | Requests for information or general guidance. | 12 business hours |
RCS incorporates proactive cybersecurity measures and adheres to defined remediation periods for security vulnerabilities.
RCS mandates that vulnerability findings must be reported, tagged, and tracked to resolution according to the following Service Level Agreements:
Priority Level | SLA Remediation Target | Examples of Vulnerability |
Critical | Immediate | Privilege escalation from unprivileged to admin, Remote Code Execution (RCE), SQL Injection, financial theft, unauthorized extraction of sensitive data. |
High | 12 Hours | Vulnerabilities affecting the security of the platform, such as lateral authentication bypass or stored XSS. |
Medium | 24 Hours | Vulnerabilities affecting multiple users that require little or no interaction to trigger (e.g., reflective XSS). |
Low | 48 Hours | Issues affecting singular users that require interaction or significant prerequisites to trigger. |
If RCS fails to meet the guaranteed availability or committed response/resolution times specified in this SLA, the customer may be eligible for a Service Credit. Service Credits (a percentage reduction of monthly subscription costs) are generally the sole and exclusive remedy for any performance or availability issues under this agreement
RCS Service Credits are the mechanism used to remedy failures to meet the committed Service Levels (Availability, Response, and Security Remediation) specified in this SLA.
If RCS fails to achieve and maintain the guaranteed Service Levels outlined in Sections 2 (Availability), 3 (Support and Response), and 4 (Security), the customer may be eligible for a Service Credit.
Definition | Detail | |
Sole and Exclusive Remedy | Service Credits are the sole and exclusive remedy for any performance or availability issues under this SLA and the governing agreement. Customers may not unilaterally offset Applicable Service Fees for performance or availability issues. | |
Applicability | Service Credits apply only to fees paid for the particular Service, Service Resource, or Service tier for which a Service Level has not been met. | |
Calculation Basis (MRC) | Service Credits are calculated as a specified percentage reduction of the Monthly Recurring Charge (MRC) for the RCS licenses used. | |
Credit Limitation | Service Credits awarded in any billing month for a particular Service or Service Resource will not, under any circumstance, exceed your monthly service fees for that Service or Service Resource in the Applicable Period. | |
Exclusions | Service Credits will not compensate for other losses, including lost revenue, operational costs, or any indirect losses experienced by the customer or end-users. | |
Credit Form | The discount shall only be applied in the form of a credit. |
1. Claim Submission: To be considered for a Service Credit, the customer must submit the claim including all necessary information, such as a detailed description of the incident, time and duration of downtime, and affected resources.
2. Claim Timing: Service Credit claims must be submitted in writing within one month from the end of the period of guaranteed platform availability. For services billed monthly (Applicable Period), the claim must generally be received by the end of the Applicable Period following the month in which the Incident occurred.
3. Customer Compliance Prerequisite: The customer must be in compliance with the Agreement to be eligible for a Service Credit. Specifically, the customer must have fulfilled their payment obligations and not be in arrears with any payment (unless justifiably withheld).
4. Credit Application: If a Service Credit is determined to be owed, it will be credited to the customer at the ** next possible billing** of the RCS licenses used.
• Payment Requirement: Customers must make prompt payment or provision an appropriate chargeback account.
• Cost Basis: RCS utilizes a service rate based on its operational and capital service costs.
• Additional Charges (Time & Materials): Work performed for troubleshooting or remedy where the cause is not the responsibility of RCS (e.g., consulting or engineering services) will be charged to the customer according to the current RCS price list based on actual Time and Effort (T&M).
• Non-Covered Items: Items or services requested that are not explicitly covered within this SLA are generally subject to additional published hourly Time & Materials (T&M) charges.
• Service Termination: If the customer cancels service, the customer must pay the full balance of the account within 14 days of receiving the final invoice.
Billing Terms Of Service | Purpose |
License Commitment (No Downscaling): Clients are obligated to pay for all licenses originally agreed upon, even if the business downscales the number of active users during the contract period. | Financial commitment and planning certainty for RCS. |
Payment Enforcement: Late payments may result in the suspension of work and services without notice. | Enforces payment discipline and protects RCS from providing service without compensation. |
Customer Responsibility for Backups: Customers are responsible for data backups unless a specific backup service is purchased as part of the subscription. | Clearly defines the limits of RCS's responsibility outside of specific contracts. |
Initial Billing Period: The first invoice for a monthly subscription covers two months to prevent service interruptions due to payment delays. | Mitigates early-stage payment risk for recurring services. |
Project Completion Definition: Projects are considered complete upon Customer sign-off or if no objections are raised within 7 days of delivery. | Defines clear milestones for project closure and subsequent invoicing (relevant if RCS provides digital services/projects. |
Termination Notice Period: Cancellation of recurring services requires a minimum of 30 days’ notice from the date of the final billing cycle. | Allows RCS time to manage resource allocation and billing cycles upon cancellation. |
Consultancy Billing: Consultancy fees are billed in arrears upon completion of work. | Provides clarity on the payment schedule for ad-hoc professional services |