Service Level Agreement

Last updated: February 2025

This Service Level Agreement ("SLA") is part of the agreement between Brindleford Technologies Ltd ("we", "us", "our") and customers of the Linux RMM service. This SLA applies to paid subscription plans only.

1. Service Availability

1.1 Uptime Commitment

We commit to maintaining the following monthly uptime percentages for the Linux RMM platform:

Plan	Monthly Uptime	Maximum Downtime/Month
Professional	99.5%	3 hours 39 minutes
Business	99.9%	43 minutes 50 seconds
Enterprise	99.95%	21 minutes 55 seconds

1.2 Uptime Calculation

Uptime is calculated as:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Uptime is measured based on our monitoring systems and calculated monthly.

1.3 Covered Services

This SLA covers:

• Web dashboard accessibility
• API endpoint availability
• Agent communication services
• Real-time monitoring data collection
• Script execution infrastructure

2. Exclusions

The following are not counted as downtime:

• Scheduled Maintenance: Pre-announced maintenance windows (minimum 48 hours notice for non-emergency maintenance)
• Emergency Maintenance: Critical security patches or urgent fixes with as much notice as reasonably possible
• Force Majeure: Events beyond our reasonable control (natural disasters, war, terrorism, etc.)
• Third-Party Failures: Outages of upstream providers, DNS issues, or internet backbone problems
• Customer Actions: Issues caused by your configuration, scripts, or excessive resource usage
• DDoS Attacks: While we implement mitigation, severe attacks may cause service degradation
• Free Tier: This SLA does not apply to free accounts

3. Service Credits

3.1 Credit Schedule

If we fail to meet the uptime commitment, you may be eligible for service credits:

Monthly Uptime	Service Credit
< 99.95% (Enterprise) / < 99.9% (Business) / < 99.5% (Professional)	10% of monthly fee
< 99.0%	25% of monthly fee
< 95.0%	50% of monthly fee
< 90.0%	100% of monthly fee

3.2 Credit Request

To receive a service credit:

• Submit a request within 30 days of the incident
• Email sla@linuxrmm.io with your account details and incident dates/times
• We will verify the downtime against our monitoring records
• Approved credits will be applied to your next billing cycle

3.3 Credit Limitations

• Maximum credit per month: 100% of that month's fees
• Credits are not redeemable for cash
• Credits cannot be transferred to other accounts
• You must be in good standing (no overdue payments)

4. Support Response Times

4.1 Support Tiers

Severity	Description	Professional	Business	Enterprise
Critical (P1)	Service completely unavailable or major security incident	4 hours	1 hour	30 minutes
High (P2)	Major functionality impaired, no workaround	8 hours	4 hours	2 hours
Medium (P3)	Feature not working but workaround available	24 hours	8 hours	4 hours
Low (P4)	General questions, feature requests, minor issues	48 hours	24 hours	8 hours

Response times are for initial acknowledgement during business hours (Monday-Friday, 9am-6pm GMT, excluding UK bank holidays). Enterprise plans include 24/7 support for P1 and P2 issues.

4.2 Support Channels

• Email: support@linuxrmm.io (all plans)
• Help Centre: Online documentation and guides (all plans)
• Priority Queue: Faster routing for Business and Enterprise
• Phone Support: Enterprise plan only
• Dedicated Account Manager: Enterprise plan only

5. Incident Management

5.1 Incident Communication

During service disruptions, we will:

• Post updates to our status page (status.linuxrmm.io)
• Send email notifications for major incidents
• Provide regular updates until resolution
• Publish a post-incident report for significant outages

5.2 Incident Classification

• Major Incident: Service-wide outage or degradation affecting all customers
• Partial Incident: Specific feature or region affected
• Maintenance: Planned service work

6. Data Backup and Recovery

6.1 Backup Schedule

• Database backups: Every 6 hours
• Configuration backups: Daily
• Backup retention: 30 days
• Geographic redundancy: Backups stored in multiple locations

6.2 Recovery Objectives

Metric	Target
Recovery Point Objective (RPO)	6 hours
Recovery Time Objective (RTO)	4 hours

These targets apply to infrastructure-level failures. Individual data recovery requests are handled on a case-by-case basis.

7. Security

7.1 Security Measures

We maintain:

• Encryption in transit (TLS 1.2+) and at rest (AES-256)
• Regular vulnerability scanning and penetration testing
• Web Application Firewall (WAF)
• DDoS mitigation
• Intrusion detection systems
• Security event monitoring and logging

7.2 Security Incident Response

For security incidents affecting your data:

• Notification within 48 hours of confirmed breach
• Regular updates during investigation
• Full incident report upon resolution
• Assistance with regulatory notifications if required

8. Performance Targets

8.1 Dashboard Performance

• Page load time: < 3 seconds (95th percentile)
• API response time: < 500ms (95th percentile)
• WebSocket latency: < 100ms for real-time updates

8.2 Agent Performance

• Metric collection interval: As configured (minimum 60 seconds)
• Agent-to-server communication: Best-effort, dependent on network conditions
• Script execution queue: Processing within 5 minutes of submission

9. Maintenance Windows

9.1 Scheduled Maintenance

• Standard Window: Sundays 02:00-06:00 GMT
• Notice Period: Minimum 48 hours for planned maintenance
• Communication: Via email and status page

9.2 Emergency Maintenance

Critical security patches or urgent fixes may be deployed outside standard windows with as much notice as reasonably possible.

10. SLA Review and Changes

This SLA may be updated periodically. We will provide 30 days' notice of material changes. Changes will not reduce service levels for existing customers during their current subscription term.

11. Sole Remedy

Service credits as described in this SLA are your sole and exclusive remedy for any failure to meet the uptime commitment. This SLA does not modify or replace the limitation of liability provisions in our Terms and Conditions.

12. Contact Information

For SLA-related enquiries: