SLA
This Service Level Agreement (“SLA”) outlines the service commitments, availability, support, and responsibilities between RMS France (“Provider”) and its customers (“Client”) for the use of the RMS France Restaurant Management System.
By using the platform, the Client agrees to the terms of this SLA.
1. Service Availability
RMS France is committed to providing reliable and continuous access to its Restaurant Management System. The platform is designed to maintain a target uptime of 99.5% per calendar month. Scheduled maintenance will be communicated at least 48 hours in advance. RMS France will also make all reasonable efforts to promptly restore service in case of unscheduled downtime. Please note that downtime caused by client infrastructure, third-party services outside RMS France’s control, or force majeure events are excluded from uptime calculations.
2. Support Services
RMS France provides structured support to ensure any issues are resolved efficiently. Critical issues are responded to within 2 hours and support is available 24/7. High-priority issues receive a response within 4 hours during business hours (9:00 – 18:00 CET, Monday to Friday). Medium-priority issues are addressed within one business day, while low-priority requests are responded to within two business days during the same hours. Clients can report issues via email at info@rmsfr.com or by phone at +33 7 46 33 22 00.
3. Service Scope
The SLA applies to the following RMS France services:
1) Restaurant Operations Management (POS, Orders, Reservations)
2) Customer Management and Reporting
3) Multi-Location and Multi-Kitchen Management
4) Payment Gateway Integration and Billing
5) Kiosk and MultiPOS Modules
6) Inventory and Staff Management
4. Service Monitoring
RMS France continuously monitors:
· Platform uptime and performance
· Server and infrastructure health
· Security threats and incidents
Clients will be informed of major outages or issues affecting service delivery.
5. Incident Management
· Incident Reporting: Clients report issues via support email or portal
· Acknowledgment: RMS France acknowledges receipt based on priority
· Resolution: RMS France works diligently to resolve issues within the agreed response times
All incidents are tracked, logged, and reported for transparency.
6. Service Credits
If RMS France fails to meet the uptime commitment (excluding scheduled maintenance), the Client may be eligible for service credits:
· 99.0% – 99.4% uptime: 5% service credit
· 98.0% – 98.9% uptime: 10% service credit
· Below 98% uptime: 15% service credit
Service credits apply only to the monthly subscription fee and must be requested in writing within 30 days.
7. Client Responsibilities
Clients agree to:
· Provide accurate and timely account information
· Use the RMS France platform in accordance with Terms & Acceptable Use Policy
· Report issues promptly
· Maintain internal systems, networks, and internet connections necessary to access the platform
8. Exclusions
This SLA does not cover:
· Issues caused by third-party systems outside RMS France control
· Misuse of the platform
· Force majeure events (natural disasters, government actions, network outages)
9. Amendments
RMS France may update this SLA at any time.
Changes will be communicated to clients, and continued platform use constitutes acceptance of updated terms.
Changes will be communicated to clients, and continued platform use constitutes acceptance of updated terms.
10. Contact
For SLA questions, support requests, or incidents:
Last Updated: January 2026