1. Scope & Definitions
These Terms of Service (“Agreement”) constitute a legally binding agreement between Red River Tech (“RRT”, “we”, “us”) and the customer entity subscribing to or deploying RRT SupportOps (“Customer”, “you”).
• Platform: The cloud diagnostic backend, prompt-caching pipeline, and automated root-cause engine hosted on AWS Lightsail and Cloudflare.
• Agent Daemon (rrt-agent): The lightweight binary or container deployed onto customer hosts to capture kernel metrics, syslogs, and network state.
• Remediation Diff: Machine-synthesized configuration patches or shell commands generated by Claude 3.5 Sonnet to rectify detected outages.
2. Agent Operation & Read-Only Boundaries
By default, the rrt-agent operates under strict read-only permissions (Linux non-root daemon with CAP_DAC_READ_SEARCH restricted to specified log files).
Zero Arbitrary Execution
The agent never executes unverified shell scripts, opens reverse tunnels, or downloads external binaries onto your nodes. Telemetry collection is limited to predefined system status endpoints (systemd, journald, docker.sock inspect, and procfs).
3. Remediation Diffs & Human Confirmation Gate
RRT SupportOps enforces a strict separation between diagnostic analysis and operational remediation:
• Advisory Outputs: All proposed fixes (unified diffs, sysctl parameter adjustments, Nginx upstream rewrites) are presented as advisory remediations.
• Mandatory Human Gate: Any Tier 3 operational intervention (service restart, routing cutover, disk cleanup) requires explicit affirmative authorization from a verified customer engineer via CLI prompt (rrt apply --confirm) or authenticated webhook.
• Customer Responsibility: Customer remains solely responsible for validating remediation diffs against internal staging environments prior to production application.
4. Service Availability & Enterprise SLA
Red River Tech commits to the following operational performance benchmarks:
| Service Tier | Ingress Uptime SLA | P1 Diagnosis Latency | Audit Retention |
|---|---|---|---|
| Starter / Pilot | 99.5% Monthly | Under 4 minutes | 7 days NVMe |
| Enterprise Dedicated | 99.95% Monthly | Under 90 seconds | 30 days AES-256 |
Service credits are credited to customer invoices if monthly ingress uptime drops below guaranteed thresholds. Scheduled maintenance windows announced 48 hours in advance are excluded.
5. Acceptable Use & Platform Security
Customer agrees not to: (a) reverse-engineer, decompile, or extract proprietary weights or prompt scaffolds from RRT SupportOps; (b) deliberately inject malicious payloads designed to cause adversarial jailbreaks or prompt injection in LLM diagnostic nodes; (c) utilize the service to monitor third-party infrastructure without explicit authorization.
6. Warranties & Limitation of Liability
Disclaimer: RRT SupportOps is an automated SRE and diagnostic intelligence tool. While powered by Claude 3.5 Sonnet frontier models with deterministic verification, RRT does not warrant that diagnostic outputs will resolve every edge-case distributed infrastructure failure without human oversight.
Liability Cap
To the maximum extent permitted by applicable law, in no event shall Red River Tech be liable for indirect, incidental, or consequential damages (including loss of data or business interruption). Maximum aggregate liability is limited to the fees paid by Customer to RRT during the twelve (12) months preceding the incident.
7. Governing Law & Legal Notices
This Agreement is governed by the laws of Vietnam and Singapore international commercial standards. Any dispute arising out of or in connection with this contract shall be referred to and finally resolved by arbitration.
Direct Email: [email protected] (General: [email protected])
Primary Office: Hanoi, Vietnam • Regional Edge: Singapore
Official Website: https://rrt.vn