Service Level Agreement
Annex 3: Service level agreement
1. Support Availability and Channels
Rocketmail provides technical support on Working Days between 10:00 and 23:59 CET.
Support requests must be submitted without delay via one of the following channels:
- Email: support@lodago.com
- Rocketmail’s ticketing system
Support is provided through the following channels:
- Email: support@lodago.com
- Rocketmail’s ticketing system
- Videoconference
Support is not provided by telephone.
2. Platform Availability and Maintenance
Rocketmail will maintain controls to ensure that the Application Services (lodago.app) are accessible 24 hours a day, 7 days a week, except in the following cases:
- Interruption of network or telecommunications services
- Scheduled maintenance necessary for the proper functioning of the platform
Planned maintenance may occur:
- On Working Days from 00:00 to 08:00 and from 20:00 to 23:59 CET
- On Non-Working Days from 00:00 to 23:59 CET
Unplanned outages are limited to:
- 40 minutes per month for non-emergency issues
- 2 hours per month for emergency issues
These limits exclude force majeure (Article 29 of these General Terms and Conditions).
The platform’s monthly uptime commitment is 99.9%, excluding planned downtime and force majeure.
Rocketmail will notify the User of any unplanned outage, including a description of the issue and the expected or estimated time for resolution.
Rocketmail performs three incremental backups per day and retains daily backups for 30 days after the end of each active event.
3. Incident Classification
An “Anomaly” refers to any issue that prevents the normal operation of the Application Services. Anomalies are classified into three levels:
- Severity 1: Complete platform outage or major disruption
- Severity 2: Platform functions in a limited or unstable manner
- Severity 3: Platform is fully functional, but clarification or minor corrections are required
4. Procedure, Response and Resolution Times
| Severity Level | Procedure | Initial Response Time (Working Days) | Resolution Target |
|---|---|---|---|
| Severity 1 | Assign technical staff, provide updates, and deliver a temporary or final fix | Less than 60 minutes | Resolution or workaround to be initiated |
| Severity 2 | Assign technical staff, provide updates, fix in the next maintenance window | Less than 4 hours | Fix delivered in the next maintenance window |
| Severity 3 | Provide clarification or apply fix in next maintenance after internal handling | Less than 24 hours | Fix delivered in the next maintenance window |
5. Maintenance Coverage and Limitations
Rocketmail is responsible for corrective maintenance for any Anomaly that prevents normal use of the Application Services. The Anomaly will be addressed using Rocketmail’s selected procedure and timeframe.
Corrective maintenance does not include any request to change or add functionality.
Rocketmail is not responsible for corrective maintenance in the following situations:
- The User does not cooperate with Rocketmail’s resolution process
- The platform is used in a way that is not intended or is altered without authorization
- Incompatible systems or materials are used
- Failures due to electronic communication networks
- Misuse, force majeure, or intentional damage
6. Additional Support
Support for platform Anomalies is included under this SLA. Any other technical support beyond the scope of Anomaly resolution may incur additional charges. In such cases, Rocketmail will provide a quote in advance for approval.
