Best-efforts support, written down.
RegAlign is a single-founder company. The support model reflects that honestly: one contact route, defined response targets, defined non-commitments, and a continuity statement so you know what happens if the founder goes under a bus.
One inbox, monitored every business day
Response targets, business hours
| Priority | First response | Resolution target |
|---|---|---|
| P1 — pilot blocker | Same business day | 2 business days |
| P2 — workflow degraded | 1 business day | 3 business days |
| P3 — question / minor defect | 1 business day | 5 business days |
| P4 — enhancement request | 2 business days | Logged for prioritisation |
Targets are best-efforts during pilot phase. A missed target on P1/P2 is a written incident in the next status note with root cause and remediation.
Reviews are scheduled, not opportunistic
- WeeklyWritten status note covering progress against success criterion and any blockers.
- Day 45Informal check-in (Startup TCB pilot) or formal mid-pilot review (Equiom-shape).
- Day 90 / 120Structured exit review with measured result and written go/no-go.
Stated upfront, before signature
- 24/7 incident response.
- Uptime SLA (best-efforts, supervised — the platform is pilot-grade, not production-grade).
- Production indemnity beyond pilot fee paid.
- Same-day root-cause analysis for non-blocking defects.
What happens if Sabrina goes under a bus
Held with an independent escrow agent. Release triggers: insolvency, 60-day unremedied service failure, founder incapacity.
Identified individual with the technical context to maintain the platform for a defined handover period. Named in the BCP.
6 months written notice on any material service change (architecture, sub-processors, pricing structure).
30-day data return in machine-readable format, 90-day read-only access for audit, hard delete at day 120, destruction certificate issued.
The full BCP outline and data retention policy are in the pilot pack. The trust posture is on the Trust page.