What we commit to for the services we operate — and, honestly, what we do not.
Version 1.0 · effective 2 August 2026
The vendor services: the account portal, the licensing and entitlement API, and hosted trial workspaces. It does not cover your self-hosted deployment, whose availability depends on your infrastructure. That is the trade you make for your data never leaving your network.
99.5% monthly uptime for the licensing and entitlement API, measured by successful health-check responses, excluding scheduled maintenance announced at least 48 hours ahead.
By design, your deployment keeps answering questions when our services are unreachable: licences are verified offline with local cryptography and carry a 30-day grace period. A vendor outage cannot stop your business. This is the most important line in this document.
Severity 1, production down: 4 business hours. Severity 2, major function impaired: 1 business day. Severity 3, question or minor issue: 3 business days. Business hours are 09:00 to 18:00 UK time, Monday to Friday, excluding public holidays.
If monthly availability falls below 99.5% you may request a credit of 10% of that month's fees; below 99.0%, 25%. Credits are the sole remedy for missed availability and must be requested within 30 days.
Announced at least 48 hours ahead, targeted at low-traffic windows, and expected to be brief. Excluded from availability calculations.
Force majeure, your own network or infrastructure, third-party services you have chosen (including your LLM provider), and use outside the documented configuration.
Higher commitments, named contacts, and out-of-hours cover are available under an enterprise agreement.
Report an incident: support@factrule.com. Security issues: security@factrule.com.