Help > Cloud/SaaS Topics > SaaS/Cloud - IT Compliance

What is the software availability?

•The RMS software is available to the customer without interruption 24 hours a day, 365 days a year. An uptime of 99.9% per calendar year is guaranteed.

•Excepted from the uptime is announced maintenance work. Service interruptions during announced scheduled maintenance periods are excluded from the calculation of the uptime.

•Availability is defined as follows:

oThe resources of the data centre are available.

oThe RMS software is accessible from the internet.

When does service and maintenance work take place?

•Scheduled maintenance is needed to service and maintain the hardware and software and to back up data. Customers will be advised of this at least seven weekdays in advance.

•IMPORTANT: The recipient of this information is the user declared in the SLA.

•Maintenance periods required:

oMajor maintenance period: up to 4 times per year, up to 8 hours,

oMinor maintenance period: up to 4 times per year, up to 4 hours,

oRMS maintenance: up to 4 times per year, up to 2 hours.

•The maintenance period defines a time period in which service interruptions may take place. The service interruptions in these maintenance periods typically last between a few seconds and 2 hours.

•In very urgent cases, (should the security or stability of the systems be at risk) Rotronic AG will implement maintenance periods at short notice.

•The maintenance periods are kept as short as possible. The aforementioned maintenance periods and service interruptions are subject to any and every exception. Rotronic AG may change the definition of the maintenance periods and service interruptions in the interests of service quality and security at any time.

Are your systems regularly patched at the operating system for security weaknesses?

•Yes, the datacentre infrastructure and RMS infrastructure are regularly patched.

What is the response time in case of an error?

•The response time is the maximum time between the occurrence of an error and the point in time at which Rotronic AG deals with the error. The response time only applies during the service time.

•Rotronic AG shall endeavour to keep the response time as short as possible, but it is not possible in all cases to keep to the response time. A transgression of the response time does not justify a financial penalty or claim for compensation.

When are new versions of the RMS software released?

•Rotronic installs software upgrades during scheduled maintenance periods. New functions can be seen online on the login page or via https://www.rotronic.com/rms.

•Rotronic Public SaaS customers are informed 7 days prior to the update, that the update will occur. The change logs for the software will also be delivered.

•IMPORTANT: RMS Exclusive SaaS customers are informed of new releases. Software updates are, however, only implemented on the customer’s written request.

Is the system monitored by Rotronic?

The following parameters are monitored continuously:

•CPU and memory usage of the server

•Availability of the RMS web service and web page

•Availability of the database

•Performance of the e-mail alarm function

When are backups carried out?

•A backup of the database is created every 2 hours.

•Backups are stored in various time intervals up to a maximum of 2 months.