Legal
Service Level Agreement
Effective: April 2026 · Defines uptime commitments, incident response times, and support obligations for all RuneSignal subscription tiers.
1. Uptime Commitment
RuneSignal commits to the following monthly uptime targets for the API and dashboard:
| Tier | Monthly Uptime Target | Maximum Downtime / Month |
|---|---|---|
| Starter | 99.5% | ~3.6 hours |
| Pro | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
Uptime is calculated as: (total minutes − downtime minutes) / total minutes × 100
Scheduled maintenance windows (announced ≥ 48 hours in advance) do not count toward downtime.
2. Incident Severity and Response Times
| Priority | Definition | Acknowledgment | Target Resolution |
|---|---|---|---|
| P1 — Critical | Complete API unavailability; data integrity breach; security incident | 15 minutes | 4 hours |
| P2 — High | Core API degraded (> 10% error rate); dashboard inaccessible; evidence export failing | 1 hour | 8 hours |
| P3 — Medium | Non-critical feature degraded; webhook delivery delayed; dashboard slowness | 4 hours | 2 business days |
| P4 — Low | Cosmetic issues; documentation requests; general enquiries | 1 business day | 5 business days |
Acknowledgment means RuneSignal has confirmed receipt, assigned an owner, and is actively investigating. Resolution means the issue is resolved or a workaround is in place.
3. Support Channels by Tier
| Channel | Starter | Pro | Enterprise |
|---|---|---|---|
| Email support | ✓ | ✓ | ✓ |
| Priority email queue | — | ✓ | ✓ |
| Shared Slack channel | — | — | ✓ |
| Named account engineer | — | — | ✓ |
| Security questionnaire support | — | — | ✓ |
| Onboarding session (video) | — | 1 × 30 min | Unlimited |
Support email: support@runesignal.ai (monitored Mon–Fri, 09:00–18:00 UTC).
4. Service Credits
If RuneSignal fails to meet the monthly uptime commitment for a given calendar month, the Customer is eligible for a service credit applied to the following month's invoice:
| Actual Uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% – < committed target | 10% |
| 95.0% – < 99.0% | 25% |
| < 95.0% | 50% |
Credits must be requested within 30 days of the incident by emailing support@runesignal.ai with reference to the incident. Credits are the sole and exclusive remedy for uptime failures.
5. Exclusions
The uptime commitment does not apply to downtime caused by:
- Factors outside RuneSignal's reasonable control (force majeure, third-party network failures)
- Customer's own infrastructure, code, or misconfiguration
- Scheduled maintenance announced ≥ 48 hours in advance
- Free-tier or trial accounts
- Beta features explicitly marked as preview or experimental
6. Monitoring and Status
RuneSignal maintains a public status page at status.runesignal.ai with real-time uptime data, incident history, and scheduled maintenance announcements.
Customers may subscribe to status notifications via email or webhook from the status page.
7. Changes to this SLA
RuneSignal may update this SLA with 30 days' prior written notice. If a change materially reduces the service commitment, the Customer may terminate the Subscription Agreement with a pro-rata refund for the remaining pre-paid period.
8. Contact
SLA and support enquiries: support@runesignal.ai
Security incidents: security@runesignal.ai