Service Level Agreement
SLA targets + credit schedule
Per-tier uptime targets, P1 response commitments, and the credit schedule that applies if we miss them. Business and Enterprise tiers carry contractual SLAs reported monthly on your invoice.
Per-tier targets
| Tier | Monthly uptime | P1 response | Credit |
|---|---|---|---|
| Starter | — | — | None |
| Team | 99.5% | 1 business day | Goodwill credits at our discretion |
| Business | 99.9% | 4 business hours | Per-missed-uptime credits · per MSA |
| Enterprise | 99.95% | 15 minutes | Custom credit schedule · per SLA addendum |
- Starter: Best-effort. No SLA on free / 90-day trial.
- Team: Target — no contractual SLA.
- Business: Contractual. Reported on monthly invoice.
- Enterprise: Written SLA addendum required.
Uptime calculation
Uptime is calculated per calendar month against the customer- facing endpoints listed in the status page:
- Total minutes in the month:
43,800(30.42 days × 1,440) - Outage minutes: probed from the canonical surfaces every 60 seconds; consecutive failure runs aggregated into outage windows
Uptime % = (Total − Outage) / Total × 100- Scheduled maintenance windows announced ≥ 48 hours in advance are excluded from the denominator
Calculation evidence is published to the auditor portal each month + persisted in the WORM audit trail (Principle #45).
Severity + response matrix
P1 — Critical
Examples: Service down for all customers · data-loss risk · security breach in progress
Response: Enterprise: 15 min · Business: 4 BH · Team: 1 BD
Resolution: Continuous engineering effort until restored
P2 — High
Examples: Single tenant unable to access the platform · core workflow blocked
Response: Enterprise: 1 hr · Business: 1 BD · Team: 2 BD
Resolution: Daily updates · workaround within 24 h
P3 — Normal
Examples: Non-blocking bug · feature degradation · documentation gap
Response: Enterprise: 1 BD · Business: 2 BD · Team: 5 BD
Resolution: Scheduled into the next release window
P4 — Low
Examples: Cosmetic bug · enhancement request
Response: Enterprise: 5 BD · Business: 10 BD · Team: Best effort
Resolution: Roadmap consideration
Exclusions
- —Scheduled maintenance announced ≥ 48 hours in advance
- —Force majeure events: natural disasters, war, government action
- —Customer-side issues: misconfigured DNS, withdrawn credentials, expired payment
- —Third-party outages outside our control: GitHub, Cloudflare, IdP downtime
- —Beta or preview features explicitly flagged as such
- —Use of unsupported API versions past the deprecation window
Credit claims
To claim a credit, email sla@regunav.com within 30 days of the affected month. We will reconcile the claim against our WORM-recorded outage minutes and apply the credit on your next invoice. Disputes go through the arbitration clause in your MSA.