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SLA.md

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+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