Service Level Agreement

1. Scope

This Service Level Agreement (SLA) applies to all RapidLaunch clients on all tiers (Core, Max, Max Pro). It covers website hosting, development support, and related services delivered from our Irish-based infrastructure.

2. Response Time Commitment

We commit to responding to all support inquiries within 24 hours, regardless of tier. This includes responses to email, support tickets, and contact form submissions.

• Monitoring: Our support ticket system (Support System) automatically assigns priority levels and escalates tickets approaching the 24-hour threshold.
• Enforcement: A cron job runs every hour, querying the tickets table for any open ticket where the created_at timestamp exceeds 23 hours. An internal alert is triggered for the on-call engineer.
• Reporting: Response time compliance is reported monthly to the management team. Our target is 95%+ of tickets responded to within 24 hours.

3. Uptime Target

We target 99.9% uptime for all client websites hosted on our infrastructure.

• Monitoring: The Health MCP server pings every client site every 5 minutes from multiple geographic locations. A site is considered "down" only if it fails health checks from all locations consecutively for 2 minutes.
• Alerting: If a site is detected as down, the monitoring system sends an immediate Slack notification to the team and logs a critical event via the logging MCP.
• Remediation: Automated recovery scripts attempt to restart the affected services. If unsuccessful within 5 minutes, the on-call engineer is paged.
• Crediting: Any month where uptime falls below 99.9% entitles the affected client to a 10% credit on their next invoice. Credits are automatically calculated by the billing system.

4. Money-Back Guarantee

All new clients are covered by a 14-day money-back guarantee. If you cancel within 14 days of your initial purchase, you will receive a full refund for that billing period.

• Automation: The billing system (Stripe integration) automatically processes refunds when a cancellation within the guarantee window is detected.
• No questions asked: Refunds under this guarantee are processed without requiring a reason.

5. Backup Commitment

We perform daily automated backups of all client sites.

• System: The Backup MCP server creates a compressed archive (tar.gz) of all site files and a full MySQL database dump every 24 hours.
• Storage: Backups are stored in /home/rapidlau/backups/{sitename}/ with a retention period of 30 days.
• Verification: Each backup is automatically verified by checking the archive integrity and comparing file counts. Failed backups are flagged and retried within 1 hour.
• Restore: The Backup MCP supports one-click restoration of any backup. Clients can request a restore via support ticket.

6. SSL Certificate Management

All client sites are served over HTTPS. We manage SSL certificates automatically with no action required from the client.

• Issuance: AutoSSL certificates are issued via the server control panel on initial site creation.
• Renewal: The Health MCP monitors SSL expiry dates daily. Certificates expiring within 14 days trigger automated renewal via the HostArmada API.
• Verification: After renewal, the site is health-checked to confirm HTTPS is working correctly. A log entry is written to the deploy channel.

7. Exclusions

The following are excluded from SLA commitments:

• Downtime caused by third-party services (DNS providers, CDNs, payment gateways)
• Scheduled maintenance (notified at least 48 hours in advance via email)
• Issues caused by client modifications to their site files or database
• Force majeure events as defined in our Terms of Service

8. Reporting

SLA compliance reports are generated monthly by our monitoring system and are available upon request. Clients can also check real-time status at any time via our site health dashboard.