Links

Rocket.Chat Cloud Hosting Service Level Agreement (SLA)

This document outlines the Service Level Agreement (SLA) for Rocket.Chat's Cloud Hosting Services. It is designed to provide comprehensive information on the hosting options, support, and service levels offered to our customers. This SLA is applicable to each account utilizing Rocket.Chat's Cloud Hosting Services. Terms not defined in this document are as per the meanings set forth in the Rocket.Chat Agreement.

Hosting Tiers Overview

Rocket.Chat offers three distinct Cloud Hosting tiers:
  1. 1.
    Standard Cloud: This basic deployment is included with Rocket.Chat Cloud-hosted licenses. It features a single-tenant workspace within a shared resource cluster, dynamically partitioned based on resource needs. Standard Cloud includes self-service environment management tools and limited cloud support services. Cloud hosting comparison provides detailed information.
  2. 2.
    Premium Cloud: Accessible through explicit purchase and contract, this tier offers a single-tenant workspace with pre-allocated resources. Premium Cloud subscribers benefit from enhanced support services as detailed in the Cloud hosting comparison.
  3. 3.
    Dedicated Private Cloud: Also requiring explicit purchase and contract, this option provides a dedicated environment with customer-selected regional hosting, dedicated hardware, Kubernetes nodes, and MongoDB Atlas with a high-availability load balancer. It includes all services under Premium Hosting, with additional support/services available on a quoted basis.

Cloud Hosting Comparison

STANDARD CLOUD
PREMIUM CLOUD
DEDICATED PRIVATE CLOUD
Shared Infrastructure
Default region
Continuous version upgrades and patches
Availability: Best Efforts
Add-On Deployments:
Matrix homeserver: None
Asterisk server: None
Workspace Provisioning: On Demand
Usage limits:
Users: 500
API Rate limit: default rate limit
File Storage: 50 Gb
Custom integrations: none
Omnichannel conversations: 5,000/month
Cloud Support:
Scheduled backups
24x7 resource pool monitoring
Exports on request
Custom domains
Support Summary:
Outage notification: Status Dashboard
Support: 24x7
Response: see support matrix
Shared Infrastructure
Available in select regions (rate adjustments apply)
Scheduled version upgrades with 30-day postponement option for major releases. Continuous patch application - no opt-out
Availability: 99.9%
(ex scheduled downtime)
Add-On Deployments:
Matrix homeserver: Available
Asterisk server: Available
Workspace Provisioning: 3 business days
Usage limits
Users: 3000
API Rate limit: configurable
File Storage: 250 Gb
Custom integrations: none
Omnichannel conversations: no limit
Cloud Support:
Scheduled backups
24x7 resource pool monitoring
Exports on request
Custom domains
Automated scaling
Custom network configuration
Custom firewall rules
Routing rules
Static Outbound IPs Static Load balancer IPs
IP isolation
Support Summary:
Outage notification: Status Dashboard
Support: 24x7
Response: see support matrix
Dedicated Infrastructure
  • Kubernetes
  • EC2 instances
  • Mongo Atlas
  • Network
  • Monitoring stack
Customer selection of Region (rate adjustments apply)
Workspace owner can freeze software version within supported version window. Continuous patch application - no opt-out
Availability: 99.9%
(ex scheduled downtime)
Add-On Deployments:
Matrix homeserver: Available
Asterisk server: Available
Workspace Provisioning: Quoted Delivery
Usage limits
Users: quoted to size
API Rate limit: configurable
File Storage: quoted to size
Custom integrations: quoted to size
Omnichannel conversations: quoted to size
Cloud Support:
Scheduled backups
24x7 resource pool monitoring
Exports on request
Custom domains
Automated scaling
Custom network configuration
Custom firewall rules
Routing rules
Dedicated Outbound IPs Dedicated Load balancer IPs
IP isolation
Custom SSL certificates
Custom integrations support
Custom SMTP configuration
Support Summary:
Outage notification: Status Dashboard
Support: 24x7
Response: see support matrix
Add Support Matrix
Support Coverage: 12x5
RTO: Best efforts
Add Support Matrix
Support Coverage: 24x7
RTO:
High Severity
Mid Severity
Low Severity
Add Support Matrix
Support Coverage: 24x7
RTO:
High Severity
Mid Severity
Low Severity

Cloud Support and SLA

Rocket.Chat's Cloud Support varies based on the chosen hosting tier. The cloud hosting comparison table above outlines the differences in support available for each tier. It's important to note that the SLA for Cloud Hosting is distinct from SLAs applicable to other Rocket.Chat Services.

Key SLA Components:

  • Uptime Target SLA: Deviations from the reference architecture void the uptime target SLA unless an alternate solution is approved in writing to ensure that the uptime target SLA is still maintained. Please note that there is no SLA guarantee for Standard Cloud and any customer-requested deviations from the reference architecture.
  • Deployment Schedule: Premium and Dedicated Hosting deployments must be scheduled and documented in the Customer’s Ordering Document.
  • Service Scope: Includes specific services provided, with limitations and restrictions detailed for each tier.
Additional Services
  • Microservices Architecture: All workspaces deployed under Premium and Dedicated Private Cloud Services are built on the microservices architecture.
  • Version Updates and Upgrades: Updates to our Cloud Services occur periodically, and the policies governing these updates vary based on the selected Cloud Hosting type. It is essential to understand that certain hosting options provide the flexibility for customers to reschedule updates. However, this is not the case for some services, such as the Standard Cloud or the traditional Rocket.Chat SaaS, where rescheduling updates is not an available option.
  • Usage Limits: As stated in the Hosting Comparison Table, usage limits in Cloud Hosting differ based on the tier you have contracted. You can view your current usage details by accessing the administrator control panel, and following the instructions. Please be aware that surpassing these established usage limits could impact the availability of the Cloud Services we offer.

Definitions:

  • Shared Infrastructure: Multiple users or tenants utilize the same computing resources in a shared environment.
  • Dedicated Infrastructure: A model where computing resources, such as servers, storage, and networking infrastructure, are exclusively allocated to a single customer or tenant. This approach provides increased security, performance, and flexibility for customers with high security or performance requirements, or those who need to meet specific regulatory or compliance standards. Unlike shared infrastructure, dedicated infrastructure is not shared with other customers.
  • Kubernetes: An open-source platform for automating deployment, scaling, and management of containerized applications.
  • EC2 Instances: Virtual machines provided by AWS for running applications in the cloud. They provide scalable computing resources that can be customized to meet specific requirements.
  • MongoDB Atlas: A cloud database service by MongoDB that manages and scales MongoDB databases.
  • Virtual Private Cloud (VPC): A virtual network infrastructure for creating and managing a private network in the cloud.
  • Service scope: refers to the range of services included in Rocket.Chat Cloud Services offered to the customer. It encompasses the features, functionalities, and capabilities that come with the customer's subscription, along with any applicable limitations or restrictions.
  • Updates: refer to small modifications made to the Rocket.Chat software, primarily aimed at rectifying bugs, introducing minor features, or enhancing performance. Generally offered at no extra cost, these updates do not majorly alter the software's version or its core functionalities. An example of such an update could be a web browser version upgrade that incorporates minor bug fixes and security enhancements.
  • Upgrades: refers to the substantial changes to software that typically involve a significant overhaul of the software's functionality or architecture. Upgrades may require additional payment or subscription fees and introduce new features or capabilities. It may require additional fees or a different subscription plan.
Rocket.Chat versions receive support for six months after release.