From 84eabfd08885c0626026f8ca2e9a78b5d6d3788f Mon Sep 17 00:00:00 2001 From: RustDesk <71636191+rustdesk@users.noreply.github.com> Date: Wed, 12 Feb 2025 18:57:38 +0800 Subject: [PATCH] Create SLA.md --- SLA.md | 58 ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 1 file changed, 58 insertions(+) create mode 100644 SLA.md diff --git a/SLA.md b/SLA.md new file mode 100644 index 0000000..7dc5c34 --- /dev/null +++ b/SLA.md @@ -0,0 +1,58 @@ +This Service Level Agreement (SLA) outlines the terms and conditions under which RustDesk provides email support to its customers. This SLA is designed to ensure a high level of service quality and customer satisfaction. + +1. Scope of Support +RustDesk offers email support to assist customers with issues related to the installation, configuration, usage, and troubleshooting of RustDesk software. Support is available for the following: + +- Technical issues and bugs +- Feature inquiries +- General usage questions + +Exclusions: + +- Custom development or scripting +- Third-party software or hardware issues +- Training or consulting services + +2. Support Availability +Email support is available 24 hours a day, 7 days a week. However, responses will be provided during standard business hours (Monday to Friday, 9:00 AM to 6:00 PM GMT+7). + +3. Response and Resolution Times + +RustDesk is committed to providing timely responses and resolutions to customer inquiries. The following table outlines our target response and resolution times based on the severity of the issue: +| **Severity Level** | **Description** | **Initial Response Time** | **Target Resolution Time** | +|---------------------|---------------------------------------------------------------------------------|---------------------------|-----------------------------| +| **Critical** | System outage or major functionality failure impacting core operations. | 2 hours | 24 hours | +| **High** | Significant performance degradation or partial loss of functionality. | 4 hours | 48 hours | +| **Medium** | Minor issues or questions that do not significantly impact functionality. | 8 hours | 5 business days | +| **Low** | General inquiries, feature requests, or non-urgent questions. | 24 hours | 10 business days | + +Note: Resolution times are estimates and may vary depending on the complexity of the issue. RustDesk will provide regular updates if additional time is required. + +4. Customer Responsibilities +To ensure efficient support, customers are expected to: + +Provide detailed descriptions of the issue, including error messages, screenshots, and steps to reproduce the problem. + +Specify the RustDesk version, operating system, and any relevant configuration details. + +Respond promptly to requests for additional information from the support team. + +5. Escalation Process +If an issue is not resolved within the target resolution time or requires further attention, customers may escalate the issue by contacting the RustDesk support manager at zhou@rustdesk.com. Escalated issues will be prioritized and addressed by senior support staff. + +6. Limitations +RustDesk does not guarantee resolution for all issues, particularly those caused by third-party software, hardware, or unsupported configurations. + +Support is limited to the current and immediately previous versions of RustDesk software. + +7. Changes to the SLA +RustDesk reserves the right to modify this SLA at any time. Customers will be notified of significant changes via email or through the RustDesk website. + +8. Contact Information +For email support, please contact: support@rustdesk.com + +By using RustDesk email support, customers agree to the terms outlined in this SLA. + +RustDesk Team +rustdesk.com +support@rustdesk.com