Service Level Agreement (SLA)
RSM NETWORK

Last Updated: 2025

1. Introduction
This Service Level Agreement (SLA) defines the service standards, uptime commitments, support response, and responsibilities between RSM NETWORK and its customers.

2. Service Availability
RSM NETWORK targets up to 99% network availability per month, excluding scheduled maintenance and events beyond reasonable control.

3. Scheduled Maintenance
Maintenance activities may be performed with or without prior notice. Such periods will not be considered service downtime.

4. Support Availability
Customer support is available 24/7 through phone, email, and support channels.

5. Response Time
- Critical Issues: Response within a reasonable time
- Standard Issues: Response within standard operational hours
Resolution time may vary depending on issue complexity.

6. Exclusions
The SLA does not cover service interruptions caused by:
- Power failure at customer premises
- Customer-owned equipment issues
- Natural disasters or force majeure
- Unauthorized usage or misuse

7. Customer Responsibilities
Customers must:
- Ensure proper power and equipment setup
- Protect login credentials
- Allow access for troubleshooting when required

8. Limitation of Liability
RSM NETWORK shall not be liable for indirect, incidental, or consequential damages arising from service disruption.

9. SLA Modifications
RSM NETWORK reserves the right to modify this SLA at any time. Continued use implies acceptance.

10. Contact Information
Email: support@rsmnetwork.net  
Phone: +8801710881277  
Website: https://rsmnetwork.net