Cloud Services Terms

Welcome to Rocket.Chat Cloud Services! Our Cloud Hosting Terms and Conditions ("Cloud Terms") apply to all users who have opted for Rocket.Chat Cloud hosting deployments. These terms set out the specific conditions for our Cloud Services Plans, including data management, Cloud Services Plans capabilities, and the obligations of both parties.

By using our Cloud Services or associated software or services, Customer agrees to be bound by these Cloud Terms.

PLEASE NOTE THAT IT IS THE CUSTOMER'S RESPONSIBILITY TO ENSURE THAT THE SELECTED DEPLOYMENT OPTION IS COMPATIBLE WITH YOUR ENVIRONMENT AND MEETS YOUR SECURITY AND DATA PROTECTION REQUIREMENTS.

If you have any questions or concerns about our Cloud Services or Cloud Terms, please don't hesitate to contact your sales representative or contact us at [e-mail].

1. WHAT THESE TERMS COVER

1.1 Cloud Services.

At Rocket.Chat, we offer Cloud Services Plans to customers who subscribe to a Rocket.Chat software license. These Terms apply to the Cloud Services we offer to you when you purchase our software licenses on Cloud deployment, including any related Support and Additional Services. These Terms include our Policies (including our Privacy Policy), the Additional Terms, and your Order Forms.

1.2 Additional Terms.

Some Cloud Services may be subject to additional terms specific to that product, a marketplace term, or third-party terms. By accessing or using a product covered by additional terms, you also agree to those terms. For example, such terms can be related to a specific deployment add-on or capability, such as Matrix Homeserver, or infrastructure capabilities, such as MongoDB.

1.3 Cloud Terms Coverage.

These Terms and Conditions govern the provision of Cloud Services and associated software or products we provide to you. Please note that Self-managed or Self-hosted licenses and/or deployments require a separate Enterprise license agreement and dedicated Order.

Furthermore, the provision of Cloud Services is contingent upon the maintenance of active Enterprise Edition Rocket.Chat licenses. In the event that the Enterprise Edition license is canceled, the Customer will become ineligible for Cloud Services. Additionally, any changes to the Enterprise Edition license may result in the repricing of Cloud Services to account for those changes, such as an increase or decrease in User licenses.

2. PLAN COMPARISON TABLE

STANDARD CLOUD	PREMIUM CLOUD	DEDICATED PRIVATE CLOUD
Shared Infrastructure	Shared Infrastructure	Dedicated Infrastructure Kubernetes EC2 instances Mongo Atlas Network Monitoring stack
Default region	Available in selected regions (rate adjustments apply)	Customer selection of Region (rate adjustments apply)
Continuous version upgrades and patches	Scheduled version upgrades with 30-day postponement option for major releases. Continuous patch application - no opt-out	Workspace owner can freeze software version within supported version window. Continuous patch application - no opt-out
Availability: Best Efforts	Availability: 99.9% (ex scheduled downtime)	Availability: 99.9% (ex scheduled downtime)
Add-On Deployments: Matrix homeserver: None Asterisk server: None	Add-On Deployments: Matrix homeserver: Available Asterisk server: Available	Add-On Deployments: Matrix homeserver: Available Asterisk server: Available
Workspace Provisioning: On Demand	Workspace Provisioning: 3 business days	Workspace Provisioning: Quoted Delivery
Usage limits: Users: 500 API Rate limit: default rate limit File Storage: 50 Gb Custom integrations: none Omnichannel conversations: 5,000/month	Usage limits: Users: 3000 API Rate limit: configurable File Storage: 250 Gb Custom integrations: none Omnichannel conversations: no limit	Usage limits: Users: quoted to size API Rate limit: configurable File Storage: quoted to size Custom integrations: quoted to size Omnichannel conversations: quoted to size
Cloud Support: Scheduled backups 24x7 resource pool monitoring Exports on request Custom domains	Cloud Support: Scheduled backups 24x7 resource pool monitoring Exports on request Custom domains Automated scaling Custom network configuration Custom firewall rules Routing rules Static Outbound IPs Static Load balancer IPs IP isolation	Cloud Support: Scheduled backups 24x7 resource pool monitoring Exports on request Custom domains Automated scaling Custom network configuration Custom firewall rules Routing rules Dedicated Outbound IPs Dedicated Load balancer IPs IP isolation
Support Summary: Outage notification: Status Dashboard Support: 24x7 Response: see support matrix	Support Summary: Outage notification: Status Dashboard Support: 24x7 Response: see support matrix	Support Summary: Outage notification: Status Dashboard Support: 24x7 Response: see support matrix
Add Support Matrix Support Coverage: 12x5 RTO: Best efforts	Add Support Matrix Support Coverage: 24x7 RTO: High Severity Mid Severity Low Severity	Add Support Matrix Support Coverage: 24x7 RTO: High Severity Mid Severity Low Severity

3. OUR CLOUD SERVICES PLANS

As we are constantly improving and refining the breadth, scope, and configuration of these Cloud Services, please note that these services are subject to change over time.

We currently have three Cloud Services Plans, which are detailed below. The Standard Cloud is our basic deployment and is included for Customers who subscribe to the base Rocket.Chat Cloud-hosted licenses (including current customers who license this product previously known as “Rocket.Chat SaaS”). However, the Premium Cloud and Dedicated Private Cloud options come with additional capabilities and costs and thus must be explicitly purchased and contracted in the Rocket.Chat Order Form to receive the associated services.

3.1 Standard Cloud.

Standard Cloud is our basic deployment and is included for customers who subscribe to the base Rocket.Chat Cloud-hosted licenses. This option provides a single-tenant workspace hosted within a shared resource cluster that is partitioned dynamically based on workspace resource needs. Standard Cloud subscribers can access self-service environment management tools and limited cloud support services, as outlined in the service scope and the Plan Comparison Table.

3.2 Premium Cloud.

To have access to the Premium Cloud, this product must be explicitly purchased and contracted in the Rocket.Chat Order Form to receive the associated services. This option provides a single-tenant workspace with a pre-allocated capacity based on resource needs. Premium cloud subscribers can access premium cloud support services as outlined in the service scope and the Plan Comparison Table.

3.3 Dedicated Private Cloud.

To have access to the Dedicated Private Cloud, this product must be explicitly purchased and contracted in the Rocket.Chat Order Form to receive the associated services. This option provides a dedicated environment hosted in a customer-selected region, including dedicated hardware, Kubernetes nodes, and MongoDB Atlas with a high-availability load balancer. Dedicated VPC subscribers have access to all cloud services provided under the Premium Plan, and additional cloud support/services can be added on a quoted basis.

4. DATA PRIVACY AND SECURITY

The general data protection and security conditions applicable to our Services are available in the Terms of Service. Specific data privacy and security terms are also in effect for the Cloud Services plans, as detailed in this Clause.

4.1 Security and Certifications.

We implement and maintain physical, technical, and administrative security measures to protect Your Data from unauthorized access, destruction, use, modification, or disclosure. We also maintain a compliance program that includes independent third-party audits and certifications. You can find all relevant information related to security and privacy measures within our online security documentation.

4.2 Privacy.

Ensuring the security and privacy of the data you entrust to us is one of our most important responsibilities. We collect certain data and information about you and your End Users in connection with your and your End Users’ use of the Cloud Services and otherwise in connection with these Terms. We collect and use all such data and information strictly in accordance with our Privacy Policy, which you acknowledge.

4.3 Improving Cloud Services.

We are always committed to improving Cloud Services. To do so, we use analytics techniques to understand better how our Cloud Services are being used. For more information on these techniques and the type of data collected, please read our Privacy Policy.

4.4 Subpoenas.

We may be required to disclose Your Data to comply with legal obligations, subpoenas, or court orders. However, we will make commercially reasonable efforts to notify you where permitted. For more information on how we handle law enforcement requests for access to Customer Data, please refer to Guidelines for Law Enforcement.

5. TERMS THAT APPLY TO YOUR DATA

5.1 Using Your Data to provide Cloud Services to You.

You retain all rights, title, and interest in and to Your Data in the form submitted to Cloud Services. Subject to these Cloud Terms, and solely to the extent necessary to provide the Cloud Services to you, you grant us a worldwide, limited-term license to access, use, process, copy, distribute, perform, export, and display Your Data. Solely to the extent that reformatting Your Data for display in a Cloud Services constitutes a modification or derivative work, the foregoing license also includes the right to make modifications and derivative works. We may also access your accounts, End User Accounts, and your Cloud Services with End User permission to respond to your support requests.

5.2 Your Data Compliance Obligations.

You and your use of Cloud Services (including use by your End Users) must always comply with these Terms, the User Terms, the Acceptable Use Policy, and all applicable Laws.

You represent and warrant that:

(i) You have obtained all necessary rights, releases, and permissions to submit all Your Data to the Cloud Services and to grant the rights granted to us in these Terms and

(ii) Your Data and its submission and use as you authorize in these Cloud Terms will not violate (1) any Laws, (2) any third-party intellectual property, privacy, publicity, or other rights, or (3) any of your or third-party policies or terms governing Your Data.

Besides our express obligations under Section 3 (Data Privacy and Security), we assume no responsibility or liability for Your Data. You are solely responsible for Your Data and the consequences of submitting and using it with the Cloud Services.

5.3 Your Indemnity.

You will defend, indemnify and hold harmless us (and our Affiliates, officers, directors, agents, and employees) from and against any and all claims, costs, damages, losses, liabilities, and expenses (including reasonable attorneys’ fees and costs) resulting from any claim arising from or related to (i) any claims or disputes brought by your End Users arising out of their use of Cloud Services, (ii) your breach (or alleged breach) of Section 4.2 (Your Data Compliance Obligations); or (iii) Your Materials. This indemnification obligation is subject to you receiving (a) prompt written notice of such claim (but in any event, notice in sufficient time for you to respond without prejudice); (b) the exclusive right to control and direct the investigation, defense or settlement of such claim and (c) all reasonable necessary cooperation by us at your expense.

5.4 Removals and Suspension.

We have no obligation to monitor any content uploaded to the Cloud Services. Nonetheless, if we deem such action necessary based on your violation of these Terms, including Our Policies, or in response to takedown requests that we receive following our guidelines for Reporting Copyright and Trademark Violations, we may (1) remove Your Data from the Cloud Services or (2) suspend your access to the Cloud Services. We will use reasonable efforts to provide advance notice of removals and suspensions when practicable. Nonetheless, if we determine that your actions endanger the operation of the Cloud Services or other users, we may suspend your access or remove Your Data immediately without notice. We have no liability to you for removing or deleting Your Data from or suspending your access to any Cloud Services as described in this Section 4.

5.5 Data Portability

As part of our Cloud Services, we provide data portability to our customers in accordance with the GDPR, LGPD, and other applicable data protection laws. Please be aware that Data Migration services are not included in our Cloud Services Plans and must be purchased separately as Professional Services.

If you require assistance migrating your data from or to another service provider or system, we can provide a separate quote for these services. Please contact our customer support team (via your Zoho Desk Portal or email [e-mail] for assistance or more information.

6. CLOUD SUPPORT AND SERVICE LEVEL AGREEMENT (“SLA”)

During the Subscription Term, we provide different types of support to our Customers, including support for our Cloud Services and other products or licenses that may be used with the Cloud Services. Cloud Support includes a range of services and resources that assist customers in using and managing their cloud resources, such as setup and configuration assistance, scheduled backups, IP isolation, and other monitoring and management capabilities. Please note that this section pertains specifically to support for Cloud Services.

6.1 Cloud Support.

Rocket.Chat provides different levels of support based on the Cloud hosting plans offered. Please refer to the Plan Comparison Table (page 6) to understand the differences between the Cloud Support plans available. Additionally, please be aware that the SLA for the Cloud Services is separate and distinct from any SLA that may apply to software licenses or other Products. For more information about the SLA for the Cloud Services, please see Section 5.2 below.

6.2 Uptime Target SLA.

Any deviations the customer requests from the reference architecture will automatically void the uptime target SLA. In the event that a deviation is necessary, an alternate solution must be proposed and approved in writing in the agreement to ensure that the uptime target SLA is still maintained. Please note that there is no SLA guarantee for Standard Cloud and any customer-requested deviations from the reference architecture.

6.3 Recovery Time Objective and Incident Point Objective:

Rocket.Chat agrees to maintain a Recovery Time Objective (RTO) and an Incident Point Objective (IPO) as specified in the Service Level Agreement (SLA). Rocket.Chat will take reasonable measures to ensure that the Cloud Services will be available to the Customer under the terms and conditions of the SLA. You acknowledge that there may be instances where the Cloud Services are unavailable due to circumstances beyond Rocket.Chat's control or Force Majeure, including but not limited to acts of God, natural disasters, and service interruptions caused by telecommunications providers. Rocket.Chat will use commercially reasonable efforts to restore the Cloud Services as soon as reasonably practicable following any outage.

6.4 Deployment Schedule.

All Premium and Dedicated Hosting deployments must be scheduled and incorporated into the customer’s Order Form to ensure operation within capacity.

7. CLOUD SERVICES SCOPE TERMS

By agreeing to these Cloud Terms, you acknowledge the Plan Comparison Table and agree to the terms and conditions of the Cloud Services, including its scope definition and differentiation.

7.1 Virtual Private Network (“VPN”).

VPN access is exclusively available for Dedicated Private Cloud plans and is not supported in Standard or Premium Cloud plans.

7.2 Microservices Architecture.

All workspaces deployed under Premium and Dedicated Private Cloud Services are built on the microservices architecture.

7.3 Version updates.

We may release new software versions for the Cloud Services, and the policy for updates and upgrades may vary depending on the type of Cloud plan selected. It is essential to highlight that specific plans may allow customers to reschedule updates, while others including Standard Cloud or legacy Rocket.Chat SaaS may not permit such changes.

Rocket.Chat​​ reserves the right to apply security patches to all workspaces operating on any Cloud Services plans without prior notice to ensure each hosted workspace's security.

Note that older versions may no longer be supported after a certain period, as outlined in our Rocket.Chat versions documentation. It's important that you use a supported version to receive continued support and security updates.

7.4 Customer Integration.

The Customer may integrate their own software, applications, or other technologies with the Cloud Services, subject to the following conditions: (a)The integration must comply with the Cloud Services' technical requirements and specifications, as outlined in the documentation provided by Rocket.Chat. (b) The Customer is solely responsible for ensuring the compatibility and functionality of their own software, applications, and other technologies with the Cloud Services. (c) Rocket.Chat is not responsible for any issues or errors arising from the Customer's integration with the Cloud Services, including but not limited to security breaches, data loss, or downtime. (d)The Customer agrees to indemnify and hold Rocket.Chat harmless against any damages, losses, or claims arising from their integration with Cloud Services. (e) Rocket.Chat reserves the right to suspend or terminate the Customer's access to the Cloud Services if their integration causes harm or disruption to the Cloud Services or other customers.

7.5 Availability.

Rocket.Chat will make commercially reasonable efforts to ensure that the Cloud Services are available to the Customer with a target uptime percentage set forth in the applicable Service Level Agreement (SLA). However, Rocket.Chat does not guarantee that the Cloud Services will be uninterrupted, timely, or error-free. Factors beyond Rocket.Chat control, including but not limited to reasonable maintenance requirements, unexpected outages, and downtime caused by circumstances such as acts of God, natural disasters, and service interruptions caused by telecommunications providers, may affect the availability of Cloud Services. Rocket.Chat makes no representations or warranties regarding the uptime or availability of the Cloud Services except as set forth in the applicable SLA.

7.6 Hosting Provider

The Hosting Provider options available to you depend on the location and market availability. We are not obliged to maintain the same Hosting Provider during the effective Cloud Term period. However, if we decide to change the Hosting Provider, we will notify you in advance and provide reasonable assistance to migrate your data to the new Hosting Provider. Please note that any such change will not materially affect the Services we provide to you.

7.7 Workspace Provisioning.

The period for provisioning workspaces may vary according to the Cloud Services contracted, as in Plan Comparison Table. Provisioning may take up to three business days for the Standard Cloud and Premium Cloud options. For Dedicated Private Cloud, provisioning will be subject to quoted delivery.

For the licenses to be provisioned and delivered on time according to the contract, it is mandatory that the customer informs the URL for provisioning at the time of signing and closing the Order. Delays in the definition of URL by the Customer will be considered by Rocket.Chat as a contract in progress without adding any damage or postponement of the start date or payment thereof.

7.8 Usage Limits

As stated in the Plan Comparison Table, certain usage limits permitted in Cloud Services may vary depending on the contracted product. You acknowledge that you have access to your usage limits and should monitor them and that Rocket.Chat may charge additional fees when these limits are exceeded. To check your usage information, you can access the administrator control panel by following the steps provided in this link. Additionally, some limits are defaulted for the Standard Cloud option and cannot be changed.

You also acknowledge that exceeding these usage limits may affect the availability of the Cloud Services we provide to you.

8. PRICING AND ORDER CHANGES

While the Standard Cloud plan is included in the base Cloud license fees, additional fees will apply for Premium Cloud and Dedicated Private Cloud plans. These additional fees will be outlined in the relevant Order and will be due in accordance with the terms specified. The Customer may upgrade the Cloud Service plan based upon request and will be subject to payment of additional fees as stated in the Order. However, downgrading the Cloud Service plan is not permitted during the term of this Agreement.

9. TERM AND TERMINATION

These Cloud Terms are supplementary to and governed by the main Terms of Service. The term of this Cloud Terms shall commence on the Effective Date and continue until the expiration or termination of the main Terms of Service unless terminated earlier in accordance with the provisions of the Terms of Service.

10. DEFINITIONS

“Shared infrastructure” means a model of resource sharing where multiple users or tenants utilize the same computing resources, such as servers, storage, and networking infrastructure, in a shared environment.

“Dedicated infrastructure” means a model where computing resources, such as servers, storage, and networking infrastructure, are exclusively allocated to a single customer or tenant. This approach provides increased security, performance, and flexibility for customers with high security or performance requirements or those who need to meet specific regulatory or compliance standards. Unlike shared infrastructure, dedicated infrastructure is not shared with other customers.

“Kubernetes” means an open-source platform for automating containerized applications' deployment, scaling, and management. Kubernetes automates container deployment, scaling, and management, providing orchestration and handling tasks such as load balancing and monitoring.

“EC2 instances” means virtual machines provided by Amazon Web Services (AWS) for running applications in the cloud. They provide scalable computing resources that can be customized to meet specific requirements.

“MongoDB Atlas” means a cloud database service by MongoDB that manages and scales MongoDB databases.

“Service scope” refers to the specific set of services in the Rocket.Chat Cloud Services are being provided to the customer. This includes the features, functionality, and capabilities that the customer can expect to receive as part of their subscription and any limitations or restrictions that may apply.

"No version lock" means that there is no restriction on which version of a Rocket.Chat software or application can be used. This implies that the Customer is free to choose any version of the software or application that is compatible with their needs without being restricted to a specific version.

“Updates” mean minor changes to Rocket.Chat software that is released to fix bugs, add minor features, or improve performance. These updates are typically free and do not significantly change the version or functionality of the software. For example, updating a web browser to the latest version may include minor bug fixes and security patches.

“Upgrades” refers to the substantial changes to software that typically involve a significant overhaul of the software's functionality or architecture. Upgrades may require additional payment or subscription fees and introduce new features or capabilities. It may require additional fees or a different subscription plan.

“Virtual Private Cloud” or “VPC” means a virtual network infrastructure that enables users to create and manage a private network in the cloud, with complete control over security and access to resources.