Last updated: April 2026
01Scope
This Service Level Agreement (“SLA”) applies to all professional services delivered by RMC Technology & Consultancy Limited (Company #12084911) under a signed Statement of Work (SOW), order form, or engagement letter. Specific SLAs in a signed SOW take precedence over this general policy.
02Delivery timelines
Unless otherwise agreed in the SOW, the following standard delivery timelines apply:
| Engagement type | Typical delivery |
|---|---|
| Productised packages | 2 – 6 weeks from SOW signature |
| MVP / proof-of-concept | 4 – 8 weeks from discovery |
| Custom software delivery | 6 – 16 weeks (phased milestones) |
| On-demand team placement | 5 – 10 business days to start |
| Operations audit | 1 – 2 weeks |
All timelines assume timely provision of access, feedback, and approvals by the client. Delays caused by the client do not count toward RMC delivery timelines.
03Communication response times
Response times are measured during UK business hours (Monday – Friday, 09:00 – 18:00 GMT), excluding UK public holidays.
| Channel | First response |
|---|---|
| New enquiry (contact form / email) | Within 24 hours |
| Proposal / SOW request | Within 48 hours |
| Active project communication | Within 4 business hours |
| Critical / production issue | Within 1 hour (if support included) |
| Security incident report | Within 2 hours |
04Issue severity & resolution
For engagements that include post-delivery support:
| Severity | Definition | Target resolution |
|---|---|---|
| P1 – Critical | Production system down, no workaround | 4 hours |
| P2 – High | Major feature broken, workaround exists | 1 business day |
| P3 – Medium | Non-critical bug or degraded performance | 3 business days |
| P4 – Low | Cosmetic issue or enhancement request | Next scheduled release |
05Escalation procedure
If you believe an SLA is not being met, escalation follows this path:
- Project lead — raise the issue with your assigned project lead via the agreed communication channel.
- Engineering manager — if unresolved within the target resolution time, email info@rmctech.co.uk with subject “ESCALATION”.
- Managing director — if still unresolved after 48 hours, request escalation to the managing director via the same email.
06Uptime (hosted solutions)
For solutions hosted and managed by RMC, we target 99.9% monthly uptime measured on a calendar-month basis. Scheduled maintenance windows (announced at least 48 hours in advance) are excluded from uptime calculations. Hosting-specific SLAs are detailed in the relevant SOW addendum.
07Intellectual property & handover
Upon full payment, all custom code, documentation, and deliverables produced under the SOW are transferred to the client as specified in the Terms of Service. Source code is delivered via a private Git repository or agreed handover method within 5 business days of project completion.
08Amendments
RMC reserves the right to update this SLA with 30 days' notice. Active engagements are governed by the SLA version in effect at the time the SOW was signed, unless both parties agree in writing to adopt a newer version.