Effective: 1 June 2026
This SLA describes the uptime, accuracy, and support commitments ReguLink makes to customers on paid plans.
| Plan | Monthly Uptime | Maintenance Window |
|---|---|---|
| Starter | 99.5% | Sundays 02:00–04:00 UTC |
| Growth | 99.7% | Sundays 02:00–04:00 UTC |
| Enterprise | 99.9% | By mutual agreement |
Uptime is measured at /v1/evidence/admin/health from three geographically distributed probes. Scheduled maintenance windows do not count toward downtime.
| Metric | Commitment | Notes |
|---|---|---|
| Recall on golden set | ≥95% | Measured weekly against curated dataset |
| Blind-evaluation recall | ≥25% floor | Published transparently; target 60% by Q4 2026 |
| Regulation update lag | ≤14 days | After official publication |
| Constraint staleness alert | Real-time | Automated drift detection |
ReguLink is a compliance aid, not a substitute for legal counsel. Customers remain responsible for their own compliance determinations.
| Priority | Definition | Starter | Growth | Enterprise |
|---|---|---|---|---|
| P1 — Critical | API down, data loss | 4 hours | 2 hours | 1 hour |
| P2 — High | Feature broken, billing error | 1 business day | 4 hours | 2 hours |
| P3 — Normal | Question, minor bug | 3 business days | 1 business day | 4 hours |
| P4 — Low | Feature request, feedback | Best effort | Best effort | 1 week |
Support via support@regulink.xyz. Enterprise customers may request a dedicated Slack channel.
| Actual Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% – below commitment | 10% |
| 95.0% – < 99.0% | 25% |
| < 95.0% | 50% |
Credits must be requested within 30 days via support@regulink.xyz. Credits apply to future invoices and are not refundable as cash.
This SLA does not cover downtime caused by: customer configuration errors; third-party failures (Stripe, Railway infrastructure); force majeure; or beta/preview features.
Service credits are the sole remedy for SLA breaches. Total liability is capped at the monthly fees paid in the month of the breach. ReguLink is not liable for indirect, incidental, or consequential damages.
Notify us within 30 days of an alleged breach at support@regulink.xyz. We acknowledge within 1 business day and provide a resolution timeline within 5 business days. If unresolved after 30 days, either party may escalate per the governing agreement. ReguLink has a 30-day cure period before any termination right accrues.
ReguLink acts as a data processor under GDPR Article 28. A Data Processing Agreement (DPA) is available on request at support@regulink.xyz. Customers requiring specific data residency guarantees should contact us before sign-up.
Questions: support@regulink.xyz
Billing: billing@regulink.xyz
Security: security@regulink.xyz
DPA requests: support@regulink.xyz