Support and Availability Policy
Last updated: June 24, 2026
TvRMM support is designed around clear ownership: customers control their tenants and endpoints; TvRMM operates the hosted service and helps customers understand supported workflows.
Support scope
TvRMM support may cover:
- hosted portal access and tenant administration;
- billing questions, account credit, refunds, and cancellation wind-down;
- agent enrollment, cleanup, update, and uninstall guidance;
- support-state questions for endpoints and platforms;
- role, organization, export, and deletion workflows;
- product defects and service incidents;
- security reports and responsible disclosure;
- feature requests and roadmap feedback.
TvRMM support does not replace customer endpoint administration, backups, compliance review, legal advice, custom script QA, or third-party vendor support.
Support access model
Support should not silently enter customer tenants. Support access should be customer-approved, scoped, time-limited, and logged. Emergency access may be used only to protect the service, respond to incidents, comply with law, or prevent harm.
Response targets
Unless a separate written agreement says otherwise, response times are targets, not guaranteed service levels:
| Severity | Example | Target initial response |
|---|---|---|
| Critical | Hosted service broadly unavailable, security incident, billing cancellation blocked | Same business day where practical |
| High | Tenant cannot access key workflows, agent enrollment broadly failing, refund issue | 1 business day |
| Normal | Product question, platform fit, single-endpoint issue, documentation question | 2 business days |
| Low | Feature request, cosmetic issue, non-urgent clarification | 5 business days |
Business days are Monday through Friday, excluding U.S. holidays, unless a separate agreement says otherwise.
Availability
TvRMM aims to keep the hosted portal, agent check-in path, package delivery path, billing flow, and support contact path available. There is no formal uptime SLA unless a separate written agreement says so.
Service availability can be affected by maintenance, cloud-provider incidents, payment processor incidents, DNS or network failures, customer endpoint connectivity, customer configuration, browser issues, or force majeure events.
Maintenance
TvRMM may perform maintenance to improve reliability, security, performance, compliance, or feature delivery. Where practical, disruptive planned maintenance should be announced in advance through the portal, website, email, or other reasonable notice.
Emergency maintenance may occur without advance notice.
Incident communication
For material service incidents, TvRMM should provide updates through a reasonable channel, such as the portal, website, email, or support response. Incident updates should focus on customer impact, mitigation, estimated recovery, and follow-up actions.
Backups and disaster recovery
TvRMM may maintain backups and operational recovery procedures for the hosted service. Customers remain responsible for their own endpoint backups, business continuity plans, and change-management controls.
Customer responsibilities
Customers should:
- keep contact and billing information current;
- preserve endpoint administrator access outside TvRMM;
- maintain backups before high-risk changes;
- test scripts and patch policies before broad rollout;
- avoid sending secrets through public contact forms;
- provide enough context for support to investigate safely.
No professional services by default
Unless agreed separately, TvRMM support does not include custom migration projects, managed security services, endpoint remediation projects, custom integrations, bespoke compliance reporting, or on-call emergency response.