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. Standard cloud: This option features a single-tenant workspace within a shared resource cluster. Standard Cloud includes self-service environment management tools and limited cloud support services. The Cloud hosting comparison table below provides detailed information.

  2. Premium cloud: This tier is accessible through explicit purchase and contract. It offers isolated workspaces with pre-allocated resources in a shared environment. Premium Cloud subscribers benefit from enhanced support services, as detailed in the Cloud hosting comparison table below.

  3. Dedicated private cloud: Also requiring explicit purchase and contract, this option provides a dedicated environment with custom regional hosting and usage limits, dedicated hardware, Kubernetes nodes, and MongoDB Atlas with a high-availability load balancer. Additionally, it offers custom integration support, SSL certificates, and SMTP configuration. You also have the option to freeze your Rocket.Chat workspace versions within the supported version window. It includes all services under Premium hosting, with additional support/services available on a quoted basis.

Cloud hosting comparison

Services

Standard cloud

Premium cloud

Dedicated private cloud

Infrastructure

Shared infrastructure

Shared infrastructure

Dedicated Infrastructure:

  • Kubernetes

  • EC2 instances

  • Mongo Atlas

  • Network

  • Monitoring stack

Supported regions

Default region

Available in select regions (rate adjustments apply)

Customer selection of regions (rate adjustments apply)

Version upgrades

Continuous version upgrades and patches

Scheduled version upgrades with a 30-day postponement option for major releases. Continuous patch application with no opt-out.

Workspace owners can freeze software versions within the supported version window. Continuous patch application with no opt-out.

Availability

Best efforts

Availability: 99.9%

(ex scheduled downtime)

Availability: 99.9%

(ex scheduled downtime)

Add-on deployments

  • Matrix homeserver: None

  • Asterisk server: None

  • Matrix homeserver: Available

  • Asterisk server: Available

  • Matrix homeserver: Available

  • Asterisk server: Available

Workspace provisioning

On-demand

3 business days

Quoted delivery

Usage limits

  • Users: 500

  • API rate limit: Default rate limit

  • File storage: 50 GB

  • Custom integrations: None

  • Omnichannel conversations: 5,000/month

  • Users: 3000

  • API rate limit: Configurable

  • File storage: 250 GB

  • Custom integrations: None

  • Omnichannel conversations: No limit

  • 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

  • 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

  • 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

  • Outage notification: Status dashboard

  • Support: 24x7

  • Response: See support matrix

  • Outage notification: Status dashboard

  • Support: 24x7

  • Response: See support matrix

Support matrix

  • Support coverage: 12x5

  • RTO: Best efforts

  • Support coverage: 24x7

  • RTO:

    • High severity

    • Mid severity

    • Low severity

  • Support coverage: 24x7

  • RTO:

    • High severity

    • Mid severity

    • Low severity

Data encryption (all cloud tiers)

In transit: Data will always be encrypted in transit as we use protocols such as TLS.

At rest: We encrypt data at rest by enabling S3 encryption and database encryption.

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 refer to 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. They may also require additional fees or a different subscription plan.