Support terms should match the service actually in place.
RegAlign does not publish a generic response or resolution SLA before the relevant operating model has been evidenced. For any named customer or pilot, support hours, escalation, continuity and exit arrangements are agreed for that engagement and must match the capability in place at activation.
This is the current public contact route. Contact routing and monitoring are verified as part of named-customer activation; publication of an address does not by itself constitute a support SLA.
Demonstration and pilot are different stages
RegAlign may currently be demonstrated using controlled synthetic data. A named-customer pilot, real customer data or production reliance requires a separate activation decision and the applicable security, privacy, operational, support, commercial and customer-specific controls.
What must be in place for a named engagement
- Support arrangements for a named customer or pilot are agreed in writing before activation.
- The agreed model must define the contact route, severity handling, escalation path, operating coverage and customer responsibilities.
- A named pilot is not treated as operationally ready until the relevant support and escalation route has been exercised.
- Material legal, regulatory, privacy and security judgements remain with the appropriately authorised people; they are not delegated to a support workflow.
Not claimed unless separately evidenced and agreed
- A general 24/7 customer-support service.
- Guaranteed first-response or resolution times outside an agreed customer-specific arrangement.
- A public uptime, RTO or RPO commitment that has not been separately evidenced and agreed.
- Source-code escrow, a named technical successor or other continuity arrangement unless it is actually in place and documented for the engagement.
- Fixed data-return, read-only access, deletion or destruction-certificate timelines unless they are supported by the tested service and customer terms.
Support, continuity and exit are part of activation
Before a named customer relies on RegAlign, the applicable agreement and activation record should define the support channel, severity and escalation model, operating coverage, incident communication, continuity and exit arrangements, known limitations and customer responsibilities. Those terms are not inferred from this public page.
Security and assurance information is provided through the appropriate controlled diligence route. See the Trust page for the current public posture.