Regystra is committed to providing a reliable and high-quality Service. This SLA outlines our service availability and performance commitments:

Service Availability:

We strive to maintain a minimum of 99% uptime per calendar month, ensuring that our Service is accessible and operational.

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 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.

We will notify you as soon as possible if there is any unscheduled downtime.

Performance Metrics:

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

Support Response Time:

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

• Standard Support Inquiries: We aim to respond within 24 hours during business days.
• Urgent Issues: For critical matters, our goal is to respond within 4 hours during business days.
• On-Call Support: During tournaments weekends or high-priority events, we offer on-call support. This service is available upon request to ensure immediate assistance during crucial times.

Support Requests:

Users can submit support requests via email or through the support portal at any time. We aim to respond to all support requests within 24 hours during business days.

Customer are be able to submit support requsts via whatsapp, phone or text messages.

Third-Party Services

Regystra utilizes third-party services, including Amazon Web Services (AWS) and Microsoft Azure to provide hosting and other functionalities. While we strive to ensure the reliability of our Service, we are not liable 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.

Exclusions:

This SLA does not apply to performance issues caused by:

- Factors outside of our reasonable control, including but not limited to natural disasters, wars, acts of terrorism, riots, government actions, or network failures external to our data centers.

- User's equipment, software, or other technology, or third-party equipment, software, or other technology (other than third-party equipment within our direct control).

- Force Majeure: In the event of a force majeure, we will make reasonable efforts to communicate the issue to our Clients and work towards resolving it promptly.

- 3rd party major outages: including but not limited to AWS, Azure, Google Cloud Platform (GCP), and Microsoft Azure.

- Scheduled maintenance, provided that Users have been notified in advance.

By using our Service, you acknowledge and agree to this SLA. For any questions or concerns regarding this SLA, please contact us at info[at]ciotech.ca.

Note: This SLA is subject to change. It is your responsibility to review this section periodically for updates.