Effective Date: January 1, 2026
This Support and Availability Policy (the “Policy”) sets forth the policies and procedures with respect to services (the “Service”) provided by Company to a customer (“Customer”) pursuant to a separate service agreement between Company and Customer (a “Customer Agreement”).
Summary
As further described below, Company will use commercially reasonable efforts to: provide Customer with 99.9% availability to the Service (the “Service Availability”); and provide Company’s standard support to Customer.
Support Availability
Company’s goal is to provide support according to the tables below. Standard business hours are as follows:
Standard business hours: 2am — 8pm ET, Monday through Friday with the exception of the below holidays:
- New Year’s Eve
- New Year’s Day
- Christmas Eve
- Christmas Day
If you believe Company has failed to respond to your support request in a timely manner, please contact us at help@regdesk.co and we will review your request and work towards an appropriate resolution.
| Support Channels | Help@regdesk.co USA: 832 205 8837 Via Platform “Help” Button |
|
Number of Cases |
Unlimited |
| Severity Levels | Response Time |
|---|---|
| Severity 1 (Urgent): Security breach, production down, or complete system failure. Significant parts of the system are not secure or are inaccessible or inoperable. There is no viable workaround. | 4 hours – 24X7 |
| Severity 2 (High): Primary business requirements could not be met. There are no easily apparent viable workarounds. Performance, functionality, or usability is seriously degraded. | 24 business hours |
| Severity 3 (Medium): Business requirements can be met with the system. Workaround is apparent. Performance, functionality, or usability is not seriously degraded. | 72 business Hours |
| Severity 4 (Low): May be addressed in a future release at Company’s discretion. Minor typos, wish list suggestions, but not a required change. Would not affect release accuracy or usability in any significant way. | 96 Business Hours for non-enhancement request with enhancement requests being considered by the Company at its’ discretion |
Service Availability
The Service Availability will be measured on a monthly basis (“Service Period”), with all hours weighted equally, but the Service Availability measurement will exclude reasonable scheduled downtime for system maintenance including, for the purposes of integrations provided via Company scheduled maintenance which occurs once a week on Saturdays between 3 a.m. and 7 a.m. ET, as well as any downtime or performance issues resulting from third party connections, services or utilities or other reason beyond Company’s control (including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving Company employees), computer, telecommunications, Internet service provider or hosting facility failures or delays involving hardware, software or power systems not within Company’s possession or reasonable control, and denial of service attacks). If the Service is unavailable to Customer due to defects with the Service beyond the Service Availability metric, then, as Customer’s sole and exclusive remedy (and Company’s sole liability), Company will provide Customer a service credit equal to the credit percentage in the table below multiplied by the portion of the Annual License Fee applicable to the impacted module or modules for RegDesk Dash, where fees for each module will be weighted equally as a percentage of the Annual License Fee, or the Annual License Fee for any Integration License applicable to such Service Period for the subsequent Service billing cycle as follows:
| Availability | Credit % |
|
99 – 100% |
0% |
|
97.5% – 99% |
2.5% |
|
95% – 97.5% |
7.5% |
|
< 95% |
12.5% |
In order to receive downtime credit, Customer must notify Company support within seventy-two (72) hours from the time of downtime, and failure to provide such notice will forfeit the right to receive downtime credit. All credits provided hereunder are nonrefundable. If Customer elects not to renew the Agreement, such that the above credit cannot be applied, Customer will have the option to receive up to one free month of Service as its sole remedy in lieu of such credit.
Support Coordination
Company will provide support to customer for defects with the Service in accordance with the Policy described herein. Any other support services are outside of the scope of this policy and must be separately agreed in writing by Customer and Company.
