Effective Date: 29/07/2022


This Agreement represents a User and Service Level Agreement (“SLA” or “Agreement”) between RPAS Launchpad and your company for the provisioning of RPAS mission and flight planning services.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all RPAS mission and flight planning services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

Users will be setup with an Evaluation Account on signature of this agreement and provided with login details. The Client will be able to decline the use of RPAS Launchpad within the fourteen (14) day evaluation period with no penalty imposed. Should cancellation be received after the fourteen (14) day evaluation period (date of this agreement signature plus fourteen days), an Evaluation Account fee of R500 per month will be levied.


The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent RPAS mission and flight planning service support and delivery to the Customer(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for RPAS mission and flight planning service provision between the Service Provider and Customer.
The objectives of this Agreement are to:
1)     Provide clear reference to service ownership, accountability, roles and/or responsibilities.
2)
     Present a clear, concise and measurable description of service provision to the customer.
3)     Match perceptions of expected service provision with actual service support & delivery.


The following Service Provider and Customer will be used as the basis of the Agreement and represent the primary stakeholders associated with this document:
1)     RPAS Mission and Flight Planning Service Provider(s): RPAS Launchpad. (“Provider”)
2)     Customer(s) base data and information provide by yourself (“Customer”)


This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.


The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1 Service Scope

The following Services are covered by this Agreement;
1)     Server Availability
2)
     Monitored telephone support
3)
     Monitored Email Support
4)
     Mission planning and flight folio Data
5)     Third Party Service Providers

5.2 Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:
1)     Payment for all support costs at the agreed interval.
2)
     Reasonable availability of customer representative(s) when resolving a service related incident or request.
3)     Provision of data unique to the customer required in support of the customer’s service.

5.3 Customer Payment

Customers will receive an invoice directly from RPAS Launchpad at the end of each month for services related to the following month.
1)     Billing will be linked to the number of active RPAS utilising Launchpad.
2)
     Billing is agreed with the above terms and will be reviewed annually.
3)
     Billing is agreed as per the attached tiered pricing structure.
4)     Invoices issued are ex-VAT.

5.4 Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:
1)     Meeting response times associated with service related incidents.
2)     Appropriate notification to Customer for all scheduled maintenance.

5.5 Service Assumptions

Assumptions related to in-scope services and/or components include:
1)   Changes to services will be communicated and documented to all stakeholders.

5.6 Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

5.7 Server Availability

Based on the Hosted Server’s service provider’s SLA and the providers redundancy structure, the target availability of a flight planning server is 99.9% averaged over any 12 months.
Normal server configuration is to have two active servers running, a primary and secondary. The servers shall have no common dependencies (internet connection excluded) and be geographically remote. The health of the servers will be monitored. Presently the primary server is hosted in a data centre in Cape Town, South Africa, and the secondary in the USA which is replicated at various worldwide data centres.
Under normal circumstances traffic is routed to the primary server. If a failure of the primary server is detected the DNS will automatically be updated to route all traffic to the secondary server within 1 minute of the failure detection (subject to client DNS TTL settings).

5.8 Navigation Data

Updates will be made as follows:
1)     Lufthansa Systems provides navigation data as per the AIRAC 28-day cycle
2)
     The above is supplemented by a KMZ file maintained by ATNS
3)     Base map data is provided by Google Maps, updated and maintained by Google

5.9 Surface Weather Data

The data sources include:
1)     South African Weather Services (Aviation). Reports are retrieved on behalf of the client through their SAWS account
2)
     Surface weather queried directly from NOAA’s Aviation Weather Centre Aviation Digital Data Service (ADDS) server

5.10 NOTAM Data

Data sources include the following:
1)     file2fly, ATNS, South African. Reports are retrieved on behalf of the client through their file2fly account
2)     NOTAM data queried directly from the FAA’s Aeronautical Information Data Access Portal (AIDAP) server

5.11 Customer Data

Customer data is electronic data produced by the customer’s use of the software systems. It can be stored on either the customer’s or RPAS Launchpad’s computers or any other data storage medium under RPAS Launchpad’s control.
The customer is responsible for the security and backing up any customer data saved on their computer(s) or data storage facilities.

5.12 Data back-up

RPAS Launchpad shall ensure that reasonable security measures are applied to customer’s data and that the data is backed when stored on RPAS Launchpad’s controlled computers or data storage facilities. The procedure below should ensure that should there be a server failure, no more than 5 minutes of customer flight records or 24 hours of new customer navigation data (routes, waypoints and frequencies) will be unavailable until normal service is restored. To achieve this:
1)     Missions and flight folio report data shall be copied (replicated) to the second active server at least every 5 minutes.
2)
     User data shall be copied to the second active server at least once every 24 hours.
3)     A full data backup of the primary (active) server is performed on the first of each month and saved to a remote storage drive.
In addition to above the service provider hosting the primary and secondary servers save a back-up image of the server once a week.

5.13 Data retention

RPAS Launchpad will retain the following information for a set amount of days:
1)
     Saved mission and related flight folios are removed from the servers after 90 days.
2)     Flight folio records relating to flights are kept for least 12 months.
Clients may save and export the required data from the online portal.

5.13 Data retention

RPAS Launchpad will retain the following information for a set amount of days:
1)
     Saved mission and related flight folios are removed from the servers after 90 days.
2)     Flight folio records relating to flights are kept for least 12 months.
Clients may save and export the required data from the online portal.

5.14 Support

Prompt support remains one of RPAS Launchpad’s highest priorities. All support requests will be responded to without delay. For the purpose of this SLA, the following is given as the standard above which RPAS Launchpad will provide client support.
Support is provided through:
1)     Telephone, number +27 83 708 7373 or +27 83 230 7821
2)     Email, address support@rpaslaunchpad.com
Support is divided into 3 categories:
1)     Operational support: Support to ensure the availability of the Launchpad planning system or an outcome from its use.
2)
     Customer support: Support related to the use of the Launchpad system, changes to the aircraft, system settings or flight planning.
3)     Administrative support:  Other support related to company business.
Response times will be as follows.
Operational and Customer Support
i)      Telephone supports is provided 24 hours a day.
ii)
     Identified calls (not Private or Hidden) will always be answered. A missed call will be responded to within 60 minutes.
iii)
    Emails will be responded to without delay but in any event should be responded to within 3 hours of being received on workdays, otherwise within 12 hours of being received.
iv)    Operational support is always given a higher priority than flight support.
Administrative Support
Available during normal South African working hours. Emails will be responded to within one working day.

5.15 Third Party Service Providers

In certain cases, RPAS Launchpad facilitate access, or make the use of, third party service providers over which it has no control. Any such service (or product), dependant on a third party, is not subject to this SLA. Providers include but are not limited, to Google Earth, ADDS, file2fly and South African Weather Services.

5.16 Limitations

The data provided during mission planning in relation to Airspace within the RPAS fly-away zone are suggested to the Pilot in Command (PIC). The PIC should review the suggestions and amend or update these as they require to satisfy their responsibility for completeness and accuracy of the mission planning data.

5.17 Quality Assurance

All nominated post holders will automatically assigned Quality Assurance permissions on RPAS Launchpad. This permission allows users to open closed missions and enable edits to flights and reports within these missions. QA will not be able to edit mission dates and these must be corrected prior to closing the mission and this remains the responsibility of the PIC.

5.18 Mission Copy Function

Users will be able to copy missions if repeat missions are planned in the same area and using the same dispatched equipment. Dispatchers and PIC must note the warnings provided regarding information that is copied and not copied (mission date; charts and uploads)

5.19 Mission Process

Users will be able to copy missions if repeat missions are planned in the same area and using the same dispatched equipment. Dispatchers and PIC must note the warnings provided regarding information that is copied and not copied (mission date; charts and uploads)

5.19 Mission Process

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We hereby give VIO Aviation Solutions consent to process my/our personal information, in accordance with the provisions of the Protection of Personal Information Act, for all purposes related to the carrying out of this service. Such consent shall extend to the sharing of my/our personal information with your trusted legal advisors who you may approach for advice or assistance during the provision of your services to me/us.

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