Service Level Agreement.
This Service Level Agreement describes the availability, support response, and service credit commitments that RegLeg Solutions, Inc. provides to authorized partners for the RegLeg™ regulatory intelligence platform. Partners flow equivalent commitments down to end customers under the applicable Partner Agreement and end customer order form.
1. Scope.
This Service Level Agreement (the “SLA”) applies to the production environments of the RegLeg™ platform made available to an authorized Partner under a Partner Agreement, and, where the Partner flows the SLA through, to the end customers of that Partner for the subscription terms reflected on a valid order form. The SLA does not apply to sandbox, test, preview, beta, early access, evaluation, proof of concept, or trial environments, or to any environment expressly excluded from the SLA in the Partner Agreement or an order form.
2. Definitions.
Capitalized terms used in this SLA have the meanings given in the Partner Agreement or the End User License Agreement, except as set out below.
- Calendar Month. A calendar month during the subscription term.
- Downtime. A continuous period during which the Service is materially unavailable to the tenant, measured as described in Section 4, excluding the events listed in Section 11.
- Incident. A disruption, degradation, or error in the Service reported by a Partner or detected by RegLeg monitoring.
- Monthly Uptime Percentage. The percentage calculated as (Total Minutes in the Calendar Month minus Downtime) divided by Total Minutes in the Calendar Month, multiplied by 100.
- Service. The production RegLeg™ platform made available to the tenant under a valid subscription.
- Service Credit. A credit calculated as described in Section 9 and applied as described in Section 10.
- Support Hours. The hours during which each support channel is staffed, as described in Section 8.
3. Availability Commitment.
RegLeg targets a Monthly Uptime Percentage of 99.9 percent for the production Service. RegLeg measures availability on a per tenant basis across each Calendar Month and reports availability through the partner portal and, where applicable, through the end customer tenant dashboard. When the Monthly Uptime Percentage falls below 99.9 percent in a given Calendar Month, Service Credits accrue as described in Section 9, subject to the exclusions in Section 11.
4. Measurement Methodology.
Availability is measured by the RegLeg monitoring platform, which performs synthetic probes and passive measurement of user facing endpoints from multiple geographies on a rolling minute basis. The Service is considered available in a minute if a synthetic probe to the tenant’s primary user facing endpoints receives a successful response within the configured timeout. Downtime is the count of consecutive minutes during which the Service returns errors, times out, or is otherwise unable to serve the tenant’s requests. Latency or performance slower than the published baseline is not Downtime unless the Service is materially unusable.
RegLeg monitoring is authoritative for purposes of this SLA. Partners and end customers are not required to operate their own monitoring in order to receive Service Credits, but data provided by a Partner or end customer may be considered by RegLeg in evaluating a claim.
5. Scheduled Maintenance.
RegLeg performs scheduled maintenance during posted maintenance windows. Scheduled maintenance windows do not count as Downtime. RegLeg will provide at least seven days advance notice of a standard scheduled maintenance window that may affect the Service. Emergency maintenance required to protect the Service or to address a security issue may be performed with shorter notice and, where the emergency maintenance exceeds the posted emergency window, the excess time is treated as Downtime for purposes of this SLA.
6. Incident Severity.
RegLeg classifies each reported Incident into one of four severity levels based on its operational impact. Severity is assigned by RegLeg in consultation with the reporting Partner using the definitions below.
| Severity | Definition | Example |
|---|---|---|
| Severity 1 | Production Service is unavailable or materially unusable for all or a substantial portion of tenants; no reasonable workaround exists. | Core platform endpoints returning errors for the tenant; inability to authenticate at scale. |
| Severity 2 | Major feature is unavailable or materially degraded for a meaningful subset of users; workaround may exist but is cumbersome. | Search returns partial results; critical workflow intermittently fails; key integration surface degraded. |
| Severity 3 | Non critical feature is impaired or behaves unexpectedly; workaround exists and is acceptable for normal use. | Minor UI regression; reporting feature slow; non blocking error message. |
| Severity 4 | Request for information, guidance, configuration assistance, or enhancement; no service impact. | Documentation question; tenant configuration help; feature request. |
7. Response and Update Targets.
For Incidents opened through an authorized support channel, RegLeg targets the following initial response and status update cadence. “Response” means RegLeg’s first substantive acknowledgement by a qualified support engineer. “Status update” means a subsequent update on progress, next steps, or resolution, provided until the Incident is closed.
| Severity | Initial response | Status updates | Support hours |
|---|---|---|---|
| Severity 1 | 1 hour | Hourly until mitigated | 24×7 |
| Severity 2 | 4 business hours | Every 4 business hours | 24×5 (Monday through Friday) |
| Severity 3 | 1 business day | Every 2 business days | Business hours |
| Severity 4 | 2 business days | As needed | Business hours |
Response targets apply to the RegLeg to Partner relationship. Partner to end customer response commitments are governed by the Partner Agreement and the applicable end customer contract.
8. Support Hours and Channels.
RegLeg provides technical support to authorized Partner contacts through the partner portal ticketing system and the published support email address. Severity 1 Incidents may additionally be raised through the 24×7 escalation line published in the partner portal. Business hours are defined as 8:00 to 18:00 local time in the tenant’s primary service region on business days, excluding local public holidays. RegLeg follows the sun for Severity 1 coverage and may transfer an open Severity 1 Incident between regional teams to maintain continuous investigation.
9. Service Credits.
When the Monthly Uptime Percentage for a tenant falls below 99.9 percent in a Calendar Month, Service Credits accrue on a tiered basis as shown below. Service Credits are calculated as a percentage of the monthly recurring fee attributable to the affected Service for the affected Calendar Month.
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9 percent and at least 99.0 percent | 10 percent |
| Less than 99.0 percent and at least 95.0 percent | 25 percent |
| Less than 95.0 percent | 50 percent |
Service Credits earned in a Calendar Month may not exceed 50 percent of the monthly recurring fee attributable to the affected Service for that month. Service Credits are applied as a credit against future amounts payable and have no cash value. Service Credits are not refundable and are not transferable between tenants, Partners, or end customers.
10. Credit Request Process.
To receive a Service Credit, the Partner must submit a written claim through the partner portal within thirty days after the end of the Calendar Month for which the claim is made. The claim must identify the affected tenant, the affected Calendar Month, the Incident reference numbers the Partner believes contributed to Downtime, and the Partner’s calculation of the Monthly Uptime Percentage. RegLeg will validate the claim against its monitoring data and confirm or adjust the Service Credit within thirty days after receipt of a complete claim. Service Credits issued by RegLeg to a Partner are intended to be passed through to the affected end customer in accordance with the Partner Agreement.
11. Exclusions.
The following events do not count as Downtime and do not entitle the Partner or end customer to a Service Credit:
- Force majeure. Events beyond RegLeg’s reasonable control, including natural disasters, acts of war or terrorism, labor actions, public health emergencies, government orders, regional network or utility failures, or failures of public internet infrastructure outside RegLeg’s control.
- Customer or Partner caused issues. Downtime caused by the Partner, the end customer, or their respective users, agents, or systems, including misconfiguration, misuse, exceeding published rate limits, unsupported API calls, unsupported integrations, denial of service against the tenant originated by the Partner or end customer, or failure to implement recommended updates.
- Third party systems. Failures of third party services not under RegLeg’s control, including identity providers, single sign on providers, Partner embedded hosts, customer networks, VPN tunnels, and customer browsers.
- Scheduled maintenance. Downtime occurring during a posted scheduled maintenance window under Section 5, and emergency maintenance performed within the posted emergency window.
- Excluded environments. Any non-production environment, including sandbox, test, preview, beta, early access, evaluation, proof of concept, or trial, and any environment flagged as excluded in the Partner Agreement or order form.
- Suspension for breach or security. Downtime resulting from suspension or termination for breach of the end customer agreement, the Partner Agreement, the Acceptable Use provisions of the Terms of Use or End User License Agreement, or for bona fide security reasons.
- Beta and preview features. Issues affecting only features marked as beta, preview, or early access, regardless of where they appear.
12. Regulatory Data Services.
The Service aggregates regulatory content from public sources and licensed feeds. RegLeg targets the data freshness and coverage commitments published in the Service documentation for each jurisdiction and content family. Regulatory data services are measured separately from platform availability. A delay or gap in an upstream source that is outside RegLeg’s reasonable control does not count as Downtime. RegLeg reports data source incidents and material delays through the partner portal status feed.
13. Security Incident Notification.
Security incident notification timelines and procedures are governed by the RegLeg Data Processing Addendum (where offered) and the RegLeg Security and Vulnerability Reporting policy, and are not modified by this SLA. This SLA addresses availability and support response; it does not define security incident notification obligations.
14. Exclusive Remedy.
Service Credits are the Partner’s and the end customer’s sole and exclusive remedy for any failure by RegLeg to meet the availability or response commitments in this SLA. Nothing in this SLA limits remedies expressly preserved in the Partner Agreement or the end customer agreement for breach of confidentiality, data protection obligations, intellectual property indemnity, or other obligations unrelated to availability and support response.
15. Changes to this SLA.
RegLeg may update this SLA from time to time. Material changes that reduce the availability commitment, shorten the response targets, or narrow the scope of covered environments will be communicated to Partners at least thirty days before they take effect, and will apply to subscription terms that renew or begin after the effective date. Changes that expand availability, shorten response targets, or clarify existing commitments may take effect immediately. The “Last updated” date at the top of this page reflects the most recent change.
16. Contact.
Operational questions about this SLA should be raised through the partner portal. Formal legal notices must be addressed to the Chief Legal Officer, RegLeg Solutions, Inc., at the notice address published on our Contact page, with a copy to legal@regleg.com. Security incident reports are routed under the separate channels described in the RegLeg Security and Vulnerability Reporting policy.