Rally Software Service Level Agreement

Any vendor can claim to provide world-class performance and availability. Instead of just making claims, Rally delivers proof with documented availability exceeding 99.9% and rapid server response times that average 300ms (that's literally as fast as an eye-blink.) What's more, we offer Service Level Agreements (SLAs) that put our money where our mouth is. If we don't meet our SLAs, our customers are reimbursed with service credits. Does your Agile vendor do the same?

How it works

For Rally SaaS Unlimited Edition customers, our goal is to provide 99.9% up-time during each calendar quarter. If in any calendar quarter an up-time of 99.5% is not met and our customers were negatively impacted (for example, were unable to login to Rally), we will provide a service credit equal to one month of fees for use of the Rally Service.

For Rally SaaS Enterprise Edition customers, our goal is to provide 99.5% up-time during each calendar quarter. If in any calendar quarter an up-time of 99.0% is not met and our customers were negatively impacted (such as unable to login to Rally), we will provide a service credit equal to one month of fees for use of the Rally Service.

To receive an SLA credit, a customer requests it by sending an email to Rally at slacredit@rallydev.com within 5 days of the end of the applicable quarter. Both Unlimited and Enterprise customers are eligible for up to two months service credit in a calendar year.

Scheduled and Unscheduled Maintenance

Regularly scheduled maintenance (planned downtime for upgrades and maintenance) where the customer has been given at least eight (8) hours notice does not count as downtime. Unscheduled maintenance, in which the Rally Service is unavailable and advance notice was not provided to customers, will be counted against the up-time SLA.

For a detailed description of our Service Level Agreement, contact your Rally Sales representative.