Service Delivery Rules
RS Cloud provides services based on the Agreement, Purchase Order, and these Terms. The cloud environment is a combination of hardware and software components managed by RS Cloud in local data centers in Serbia. Services are available 24/7 with scheduled maintenance windows.
SLA and Availability
- Standard infrastructure availability target: 99% annually.
- With storage replication (two sites): 99.5% SLA.
- With Veeam replication (two sites): 99.9% SLA.
Planned maintenance and force majeure events are excluded from availability calculations.
Incidents and Response Time
- P1 – Critical: response within 1h
- P2 – High priority: response within 4h
- P3 – Medium priority: 4–8h
- P4 – Low priority: within 24h
Security and Privacy
- Segmented networks, controlled physical access, 24/7 monitoring.
- Encryption in transit (TLS) and at rest options (AES‑256, BYOK per service).
- Role‑based access, password policies, and MFA for admin access.
- Personal data processed on Client’s instruction, in line with Law and GDPR.
Support
Support access starts on the service start date and ends upon termination or expiry.
- Basic/Standard: 9×5 e‑mail/ticket; response up to 8h / 4h.
- Premium/Managed: 24×7, priority response within 1h, phone channel.
Change Management
- Planned maintenance during low traffic periods, with prior notice.
- Emergency maintenance for security/stability with reasonable notice (>24h when possible).
- Major infrastructure changes up to twice a year, max 24h downtime.
Disaster Recovery (DR)
- Target Recovery Time Objective (RTO): ≥ 12h after declaration.
- Target Recovery Point Objective (RPO): ≤ 24h from event occurrence.
- Alternative site, regular tests, and client status updates.
Termination and Suspension
- After service termination, data remains available for download up to 15 days.
- After that, RS Cloud deletes or makes data inaccessible unless legally required otherwise.
- Violation of terms may result in temporary suspension until resolved.