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This Service Level Agreement (“SLA”) describes service availability, support commitments, uptime targets, and service credits applicable to paid subscriptions to the services provided by Ron Turley Associates, LLC (“RTA”). This SLA forms part of RTA’s Terms of Service and is incorporated by reference therein.

This SLA applies only to paid subscriptions and does not apply to trial, pilot, or free access unless expressly stated in an applicable order form.

1. Service Scope

The following services are covered by this SLA:

  1. Staffed telephone support
  2. Monitored email support.
  3. Software monitoring
  4. Data center monitoring
  5. Service uptime availability

2. Customer Responsibilities

Customer responsibilities in support of this SLA include:

  1. Timely payment of all fees in accordance with the Terms of Service.
  2. Reasonable availability of Customer representatives and/or IT staff during incident resolution.
  3. Maintenance of Customer’s local computers, printers, and internal network infrastructure.
  4. Maintenance of a suitable internet connection and coordination with internet service providers.
  5. Notification to RTA (support@rtafleet.com) within one (1) business day of personnel changes requiring account access updates.
  6. Management of user accounts and user privileges within the Services.
  7. Provision of operating hours to assist in scheduling planned maintenance.
  8. Coordination with RTA to accommodate necessary maintenance during business hours where feasible.

3. RTA Responsibilities

RTA responsibilities under this SLA include:

  1. Installing, configuring, and maintaining servers and network infrastructure supporting the Services.
  2. Maintaining disk storage associated with the Services.
  3. Providing advance notice for scheduled maintenance impacting normal operations, where commercially reasonable.
  4. Notifying Customer of material system or architecture changes, where applicable.
  5. Installing updates and upgrades to the Services.
  6. Providing access to automated data backups upon Customer request submitted to support@rtafleet.com.

4. Service Availability and Uptime

RTA will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least 99.8% during each calendar month.

Service Credits

If RTA fails to meet the uptime commitment, Customer may request a service credit as follows:

  1. 99.5% – 99.79% uptime: up to 10% of the monthly service charge
  2. Below 99.5% uptime: 50% of the monthly service charge

Service credits are Customer’s sole and exclusive remedy for failure to meet service level commitments and must be requested within thirty (30) days of the end of the associated month for which credit is requested.

5. Backup, Retention, and Recovery

RTA will:

  1. Encrypt backups using AES-256 encryption.
  2. Maintain two (2) copies of data backups for twelve (12) months, after which backups are permanently deleted.
  3. Store backups in separate physical data center campuses.

Recovery Point Objectives (RPO)

  1. SQL data recovery due to non-storage failure: within 1 minute
  2. SQL data recovery due to storage media failure: 15 minutes maximum data loss
  3. Documents, images, reports, and exports: 2 hours maximum data loss

6. Exclusions

The uptime commitment does not apply to service interruptions resulting from:

  1. Suspension or termination under the Terms of Service.
  2. Events beyond RTA’s reasonable control, including force majeure events.
  3. Customer equipment, software, or third-party technology not under RTA’s direct control.
  4. Scheduled maintenance with at least one (1) business day notice.
  5. Routine maintenance performed outside Customer’s normal business hours.
  6. Lawful suspension or termination of Customer’s access.

7. Support Hours and Monitoring

  1. Service access: 24/7, subject to uptime commitment
  2. Telephone support: 5:00 a.m. – 5:00 p.m., Monday–Friday, Arizona Time and may be adjusted due to Company observed holidays and internal business meetings and events
  3. Email support: Monitored during business hours
  4. Data center monitoring: 24/7 using industry-standard monitoring tools

Requests received outside business hours or on holidays will be managed the next business day.

8. Incident Response

RTA will respond to service-related incidents or requests within 0–4 hours during business hours and provide status updates as reasonably appropriate.

9. Updates

RTA may update this SLA from time to time. Material changes will be communicated in accordance with the Terms of Service. Continued use of the Services after an update constitutes acceptance of the revised Terms of Service.