Service Level Agreement

Ways to Reach Us

Phone, Email, and Service Desk ticket (links to all channels within applications).  Online meetings using Microsoft Teams may be conducted as part of Support.

Availability

7:00a – 6:00p Central Time, Monday – Friday except for Holidays, including: New Year’s Day, Memorial Day, Independence Day, Thanksgiving Day, Day after Thanksgiving, Christmas Day

Exceptions

Does not include:

• Onsite support visits. If onsite support is necessary, travel expenses will be incurred, and service fees will apply.

• Any support or issues that occur because of application misuse

• Support or issues that occur because of unauthorized development or modifications to the application

• Support for non-supported browsers, databases, operating systems, and 3rd party vendor integrations, and devices.  ‘Supported’ is defined as having mainstream support, whereas, ‘non-supported’ is defined as anything outside of mainstream support (including extended support and/or specialized support contracts)

• Custom-enhancements or modifications to the application

• Reinstalling applications, application migrations, and/or non-RTVision upgrades

• Custom report modifications and custom application extensions

• Manual and/or custom updates

Support Response Time

Responded to within an hour but may not be resolved during that hour if ongoing discussion is required.  See also Resolution Time for issues that are beyond support inquiries.

Resolution Time

Resolution time is dependent upon classification (see below).

P1: Within 1 hour

P2: 24 hours

P3: 2 weeks

P4: varies; voted on by users to be approved and worked on for future releases which occur monthly

Resolution Classification

P1: Customer is unable to use application

P2: Issue that prevents proper use of the application, no workaround exists

P3: Issue but not critical to the user of the application or a workaround exists

P4: Enhancement request

Notifications

Notifications for application and OS updates will be sent one week in advance.  Notifications for patch updates may occur 24 hours in advance.  RTVision reserves the right to provide critical updates without advanced notice if use of applications is severely impacted.

Application Release Process

Releases typically occur during overnight hours, between 2:00a – 3:00a CST.  Applications will be inaccessible for a few minutes during this timeframe.  This downtime is not applied to RTVision’s uptime commitment.

AWS Maintenance and Updates

Some OS and maintenance updates that may impact site access, and can not be scheduled to run overnight, will be conducted during non-business hours for all time zones.  This will typically occur between 8:00 PM CST and 12:00 PM CST.  This downtime is not applied to RTVision’s uptime commitment.

Uptime

99.95%

Backups

RDS full backups are completed hourly with 1 day retention, daily with 7 day retention, weekly with 35 day retention, monthly with 180 day retention.

EFS (file storage) daily incremental backups with 35-day retention.

EFS and RDS daily full backups sync to an off-site, SOC 2, Type 2 data center (see additional data center certifications under ‘Security’) located in the continental US.

Customers can request a full backup of their database on a monthly basis.

Data

Single tenant, dedicated EC2 & RDS instance within a proxied multi tenant cluster 

Disaster Recovery

RTVision reviews it’s Disaster Recovery Plan semi-annually and conducts annual scenario tests to ensure that customer downtime and data loss is minimized in the event of an emergency or failure.

Recovery Time Objective

1-3 hours

Recovery Point Objective

1 hour or less

Uptime

99.9%

Backups

RDS full backups are completed hourly with 1 day retention, daily with 7 day retention, weekly with 35 day retention, monthly with 180 day retention.

EFS (file storage) daily incremental backups with 35-day retention.

EFS and RDS daily full backups sync to an off-site, SOC 2, Type 2 data center (see additional data center certifications under ‘Security’) located in the continental US.

Customers can request a full backup of their database on a monthly basis.

Data

Multi-tenant EC2 & RDS cluster. Single tenant database

OneOffice platform: Single tenant, dedicated EC2 & RDS instance within a proxied multi tenant cluster 

Disaster Recovery

RTVision reviews it’s Disaster Recovery Plan semi-annually and conducts annual scenario tests to ensure that customer downtime and data loss is minimized in the event of an emergency or failure.

Recovery Time Objective

1-3 hours

Recovery Point Objective

1 hour or less

Access

HTTPS (HTTP over TLS) Web UI & AP

Web UI & API Direct DB access over TLS restricted by source IP address available upon request (but discouraged in favor of API)

Encryption

Using AES256, data is encrypted in-transit & at rest. Backups are also encrypted.

Hosting and Data Center Certifications

All AWS hosting and data center backups are located in the United States (US-West).  FedRAMP, Soc 1, Soc2 Type 2, HIPAA, PCI DSS, ISO 27001

Password Requirements

Meets industry complexity standards. Configurable expiration.  MFA options available to be enabled per user account.

Notification of Breach

RTVision’s Data Breach Policy stipulates that any breach will be communicated within 24 hours from when the occurrence became known.

Policies & Audits

RTVision conducts background checks on all employees and all employees are required to sign NDA’s.  Internal policies and procedures follow industry standard frameworks and are reviewed semi-annually.

A third-party vendor provides an annual security assessment/audit of RTVision systems as part of SOC2 certification.