Support & Service Level Goals

Major sports organizations choose Regystra to manage and scale their operations, relying on our commitment to providing the best practices in sports management.

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Last modified: May 1, 2025

Regystra is committed to providing a reliable and high-quality Service. This document outlines our Service Level Goals, which represent our performance goals but do not constitute a legally binding Service Level Agreement (SLA). This document does not provide service credits or refunds. It is intended as a guideline rather than a binding agreement. This document outlines our service availability and performance goals:

Definitions


1. Support

Support Response Time Goals:

We are committed to providing timely support to our users. Our service response times goals are as follows:

Support Request Channels:

Users can submit support requests through the following channels at any time:

For support or enquires, please contact us at: info[at]regystra.com or Contact form


2. Service Level Targets

Service Availability:

We strive to maintain a minimum of 99% uptime per calendar month to ensure that our Service is accessible and operational. While we aim to meet this target, it is not a guarantee, and actual performance may vary due to factors outlined in the "Exclusions" section below.

Proactive Monitoring:

We monitor the Service 24/7 to detect and resolve issues promptly and efficiently. If an issue affects service availability or performance, we will notify users via email.

Scheduled Maintenance:

To enhance and maintain our systems, we may perform scheduled maintenance. Users will be notified at least 24 hours in advance of any maintenance that may impact Service availability.

We will notify you by email in advance if there is any scheduled downtime.

Unscheduled Downtime:

In the event of unforeseen issues leading to Service unavailability, we will work diligently to restore functionality as quickly as possible.

In the event of unscheduled downtime, we will notify affected users as soon as possible via email.

Performance Metrics:

Our goal is to ensure that the Service performs efficiently, with page load times and transaction processing times meeting industry standards.

We will notify you by email if there is any performance issue.

Third-Party Services:

Regystra leverages third-party services, including Amazon Web Services (AWS) and Microsoft Azure to provide hosting and additional functionalities. While we take every precaution to ensure the reliability of our Service, we are not responsible for any downtime or disruptions caused by these third-party services. Such outages are beyond our control, and we disclaim responsibility for any resulting impact on Service availability. In the event of a third-party service outage, we will make reasonable efforts to communicate the issue to our Clients and work towards resolving it promptly.

We actively monitor third-party service performance and take reasonable measures to minimize risks associated with disruptions. However, downtime caused by third-party providers (e.g., AWS, Azure) is explicitly excluded from our uptime calculations and liability.

Exclusions:

This SLG does not apply to performance issues caused by:


Note: Regystra reserves the right to update or modify this SLG at any time. If material changes are made, we will notify users via email or by posting a notice on our website. Changes will take effect on the date specified in the notice. Continued use of the Service after the effective date constitutes acceptance of the updated SLG. Clients are responsible for reviewing this section periodically to stay informed of any changes.

By using our Service, you acknowledge that this SLG represents our service delivery goals. For any questions or concerns regarding this SLG, please contact us at: info [at] regystra.com.