Pre-sales response
Before you sign anything, here is what you can hold us to. These commitments apply during UK / EU / US East business hours, Monday to Friday.
Sales response
Initial response to any contact-form submission, email to hello@rginsys.com, or WhatsApp message during business hours. We will at minimum confirm receipt and propose a scoping call slot.
Free scoping call
30-minute call with a senior engineer or delivery manager. No sales-only handoff. Bring your tech lead if you want a deep dive into the codebase or architecture.
Written estimate
Scope, milestones, fixed price or rate, assumptions, exclusions, and a single-page risk register. You can shop this estimate against other vendors.
Delivery SLAs (project & retainer engagements)
Once an SOW is signed, the following apply on every project regardless of fixed-price or retainer engagement.
Daily standup
15-minute video call (or async note in your Slack if you prefer) covering yesterday, today, and blockers. Attended by every engineer on the engagement, joined by your tech lead if desired.
Sprint demo
Working software demonstrated in your environment, not just slides. Recording shared with your stakeholders. Sprint retro held the same day, written summary circulated by end of Friday.
Written weekly status
One-page email summarising: what shipped, what is in flight, what is blocked, hours used, and any change-control needed. Signed by the delivery manager.
Escalation
Escalation path is published in the SOW with three named contacts. Account director responds within 1 business day, with a written corrective-action plan within 3 business days of a formal escalation.
Incident SLAs (managed support contracts only)
These commitments apply only on a managed support contract (additional monthly fee). Without it, incident response is best-effort during business hours.
| Priority | Definition | Acknowledge | Engineer engaged | Resolution target |
|---|---|---|---|---|
| P1 Critical | Production fully down or critical data integrity issue. | 30 minutes (24×7 with paid extended support) | 60 minutes | 4 hours to mitigation; RCA within 5 business days |
| P2 High | Significant feature broken; workaround exists. | 2 business hours | 4 business hours | 1 business day to fix or workaround |
| P3 Medium | Non-blocking bug; affects some users. | 1 business day | Next sprint | 2 sprints |
| P4 Low | Cosmetic, minor, or enhancement request. | 3 business days | Backlog | Best effort |
P1 24×7 coverage requires an additional support contract. P1 business-hours-only is included by default. We define "business hours" by the timezone in the SOW (typically UK or US East).
Uptime SLAs (where applicable)
We do not run a multi-tenant platform of our own, so we do not publish an uptime SLA for ourselves. When we are running infrastructure on your behalf under a managed contract:
- Standard managed: 99.5% monthly uptime target (218 minutes of unplanned downtime / month).
- Enhanced managed: 99.9% monthly uptime target (43 minutes of unplanned downtime / month). Requires multi-AZ deployment, automated failover, and a managed support contract.
- Carrier-grade VoIP: 99.95% monthly uptime target where the underlying cloud and PSTN providers support it.
Service credits are 5% of the monthly support fee per 0.1% missed below target, capped at 50% of the monthly support fee. Exclusions: scheduled maintenance, customer-caused issues, third-party outages outside our control. Full SLA terms live in the managed-support addendum to the MSA.
Honest limitations
What we do not promise yet, in line with our what we don't do page:
- No global 24×7 NOC of our own. P1 24×7 is delivered via a small on-call rotation, not a follow-the-sun NOC.
- No multi-region active-active by default. We deploy multi-AZ as standard. Multi-region is on request and adds cost and complexity.
- No SLA on AI / LLM output quality. Third-party LLMs are non-deterministic and we cannot SLA their outputs. We SLA the surrounding system (prompt validation, fallback, observability, rate limits).
How to use these SLAs in your RFP
Copy any of the targets above into your RFP response template. We will accept them in writing under the MSA. If your security questionnaire asks for a specific number we have not committed to here, ask — we will say yes if we can deliver and no honestly if we cannot. We would rather lose a deal than promise an SLA we cannot meet.