Service Level Policy

This policy describes the availability target and support response times customers can expect from RHM Digital. It is an internal target, not a contractual guarantee, unless a signed enterprise agreement states otherwise.

1. Uptime target

RHM Digital aims for at least 99.5% uptime per calendar month for the core platform (dashboard, login, and API), excluding scheduled maintenance. Uptime is not guaranteed and is subject to the limitations described in our Terms of Service.

2. Scheduled maintenance

We aim to announce scheduled maintenance that may affect availability at least 24 hours in advance via email or in-app notification. Scheduled maintenance is excluded from uptime calculations.

3. Third-party dependencies

RHM Digital depends on third-party AI providers, our authentication provider, our payment provider, and our hosting infrastructure. Outages of these third-party services are outside our control and are excluded from our uptime target, even though they may affect your experience of the platform.

4. Support response targets

5. Service credits

If total unscheduled downtime attributable to RHM Digital exceeds 12 hours in a calendar month, contact info@rhmdigital.com to discuss a service credit, as described in our Refund Policy.