Agreements
Service Availability and Support
What to expect of uptime, maintenance, support and backups — and what is not guaranteed.
Availability
We aim to keep RPM available around the clock, but we do not guarantee any level of availability unless a separate written agreement does, and we do not pay service credits for downtime. The service can be unavailable because of maintenance, updates, faults, attacks, or problems with the internet, your devices or our providers.
Maintenance and updates
We update RPM often. Most updates cause no interruption; when one needs downtime, we try to schedule it outside business hours and to warn you in advance.
The current standing release window is between Saturday 22:00 UTC and Sunday 04:00 UTC. Urgent security fixes may be applied without notice.
Features marked as preview, beta or experimental are provided "as is", may change or be withdrawn, and should not be relied on for critical work.
Support
Support is by email to support@rpmcode.com, and through the Platform Team messages in RPM. We answer as soon as we reasonably can on business days. Response and resolution times are not guaranteed unless a written agreement sets them.
Backups and recovery
The database is backed up every night and each backup is kept for 14 days. Backups are for recovering the whole service after a disaster. A recovery returns the service to its last backup, so up to a day of changes may be lost. We do not restore individual records you changed or deleted. Export what you cannot afford to lose.
Your connection and devices
RPM needs an internet connection: installing it as an app keeps the program's files on your device, but your data is always read from and saved to the server. Use a current version of Chrome, Edge, Firefox or Safari. We are not responsible for your connection, devices, browser or network.