Introduction

This Service Level Agreement ("SLA") sets forth the levels of service that RedSky Mobility Solutions LLC ("RedSky Mobility") asserts to provide to its clients. It defines the service expectations, support commitments, and responsibilities of both parties to ensure a mutually beneficial working relationship.

This SLA is subject to change, and RedSky Mobility reserves the right to modify its terms with a 30-day notice.

Exclusions

While RedSky Mobility is committed to delivering a high level of service, this SLA does not apply under the following conditions:

  • Software or services not purchased through and managed by RedSky Mobility.
  • Unauthorized modifications made by the client to the system configuration or setup that affect software functionality.
  • Instances where the client prevents, or delays required maintenance or updates by RedSky Mobility.
  • Events beyond RedSky Mobility’s control, including but not limited to natural disasters, war, acts of terrorism, civil unrest, and other force majeure events.
  • Situations where the client is in breach of contractual obligations with RedSky Mobility.
  • Bugs and software defects that do not impact overall service availability.

Responsibilities

RedSky Mobility Responsibilities

RedSky Mobility is responsible for maintaining system operations and service availability. Specifically, RedSky Mobility will:

  • Ensure the availability and functionality of relevant software and services for the client.
  • Respond to support requests within the timeframes outlined in this SLA.
  • Escalate and resolve issues in a timely and appropriate manner.
  • Maintain open and transparent communication with the client regarding system updates, support requests, and issue resolution progress.
  • Monitor and manage incidents proactively to minimize service disruptions.

Client Responsibilities

The client agrees to use RedSky Mobility's system as intended. Specifically, the client must:

  • Use the system in a manner that does not compromise its security, performance, or design.
  • Refrain from unauthorized modifications that could impact system functionality.
  • Provide accurate and up-to-date contact information to facilitate efficient communication.
  • Notify RedSky Mobility of issues promptly.
  • Always Maintain effective communication with RedSky Mobility.

Uptime Commitment

RedSky Mobility guarantees a 98% uptime, excluding scheduled maintenance downtime.

  • Uptime percentage will be calculated based on the total number of minutes RedSky Mobility was unavailable, divided by the total number of minutes in the applicable quarter.
  • Bugs and software defects do not constitute service unavailability.
  • RedSky Mobility makes no commitment to financial recourse or penalties in the event uptime commitments are not met.

Incident Management

Reporting & Notification

RedSky Mobility has a dedicated incident management team responsible for tracking and resolving service disruptions.

  • Customers will be notified of relevant incidents via email.
  • General incidents affecting multiple customers will be communicated via email notifications.
  • Incidents specific to an individual user or organization will be reported to the primary registered contact of that organization.

Whenever applicable, RedSky Mobility will collect and provide relevant audit logs as evidence for affected customers and implement necessary controls to prevent recurrence.

Disaster Recovery Plan

Plan Overview

RedSky Mobility maintains a disaster recovery plan to minimize service disruptions due to unforeseen disasters.

  • The objective is to restore business-critical systems within 4 hours (Recovery Time Objective - RTO).
  • Backup retention policies are in place to ensure data integrity and availability.

Database Backup & Restore Policy

Process

Recovery Point Objective (RPO)

Full Database Backup

Daily (24 hrs)

Mirroring with Secondary Replica

< 1 minute

EFS/File Cabinet Backups

Daily (24 hrs)

Retention of Backup Files

3 months

Storage Location

AWS Storage

 

  • Backups are tested monthly to ensure successful restoration in the event of data loss.

Support & Response Times

Response Times

Response time refers to the period between the submission of a support request and the moment RedSky Mobility acknowledges and responds to it. RedSky Mobility is considered to have responded once an initial reply (via email or phone) is sent to either provide a solution/update or request further details.

Support requests must be submitted via RedSky Mobility’s online support system or designated support email.

Resolution Times

RedSky Mobility prioritizes the resolution of service disruptions that impact system availability. However, RedSky Mobility does not commit to fixed resolution times for new feature development or bug fixes in existing features unless they cause a critical service disruption.

RedSky Mobility commits to:

  • Prioritizing critical issues that impact system availability.
  • Keeping the client informed of the progress at regular intervals.
  • Making every reasonable effort to resolve service disruptions efficiently and effectively.

Warranties & Disclaimers

No Warranty

The RedSky Mobility system is provided "as-is" and "as-available" without any warranties, express or implied. RedSky Mobility disclaims all warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Limitation of Liability

  • RedSky Mobility does not provide financial recourse, penalties, or credits, including for not meeting uptime guarantees.
  • RedSky Mobility is not responsible for indirect, incidental, consequential, or punitive damages arising from the use of its services.

Service Availability & Performance

While RedSky Mobility will make every effort to maintain the agreed service levels, there is no guarantee of uninterrupted service. Downtime due to scheduled maintenance, force majeure, or third-party service disruptions shall not be considered a breach of this SLA.

Amendments & Updates

RedSky Mobility reserves the right to update this SLA and service agreement. Clients will be notified at least 30 days in advance of any significant changes.

Contact & Support

For any support-related queries or escalation, please contact RedSky Mobility at:

This SLA serves to define and strengthen the partnership between RedSky Mobility and its clients, ensuring transparency, reliability, and accountability in service delivery.