GoRules·Legal

Service Level Agreement

Last updated: 05.08.2026.

This Service Level Agreement applies to eligible Paid Plan Users using the Self-Hosted Product and/or Managed Cloud Service, to the extent defined below, unless amended by the Order Form.

All terms used herein beginning with a capital letter shall have the meaning defined in the Terms of Service.

1. Self-Hosted Product SLA

This Service Level Agreement applies solely to the Organizations and Enterprise Users using the Self-Hosted Product based on the Paid Plan, unless amended by the Order Form.

1.1 Services

GoRules will provide Services to the User, including any corrections, changes, or workarounds for any defects, errors, or malfunctions in the Self-Hosted Product discovered by GoRules or the User.

1.2 Categories of Incidents, Response, and Resolution Time

GoRules shall respond to the Incident Report and resolve problems in accordance with the severity levels (indicated below).

Incident type	Response Time	Resolution Time
Priority 1: Incidents that render the Self-Hosted Product completely unusable, causing severe disruptions or critical errors that significantly impact functionality or security	Within 8 business hours upon Incident Report being submitted	Reasonable commercial effort
Priority 2: Incidents that cause a significant or ongoing interruption of critical functionalities that cause significant inconvenience to the User. While the Self-Hosted Product remains functional, this bug significantly impacts the productivity and usability of the system	Within 16 business hours upon Incident Report being submitted	Reasonable commercial effort
Priority 3: Incidents that cause limited interruptions of non-critical functionalities of Self-Hosted Product or cause moderate inconvenience to the User	Within 24 business hours upon Incident Report being submitted	Reasonable commercial effort
Priority 4: Incidents that have minimal impact on the functionality or usability of the Self-Hosted Product, including any general issues or inquiries of the User.	Within 72 business hours upon Incident Report being submitted	Reasonable commercial effort

User is obliged to cooperate with GoRules and to provide all the necessary and reasonable assistance to GoRules in resolving the Incident. The Incident Report and GoRules support will be carried out via [email protected].

The GoRules support team will provide assistance and support between 9 AM and 5 PM CET on business days in the Republic of Serbia, and the Response time for any Incident Reports or other inquiries received outside of such business hours shall commence the next business day in the Republic of Serbia.

1.3 Service Credit for Delays

If GoRules fails to meet the specified Response time set out in this Order Form, User shall be entitled to request service credits as follows:

If the response is delayed by up to twice the agreed response time, User will be entitled to receive a credit equal to 10% of the monthly fee for the current Paid Plan.
If the response is delayed by more than twice but less than three times the agreed response time, the User will be entitled to receive a credit equal to 20% of the monthly fee for the current Paid Plan.
If the response is delayed three times or more than the agreed response time, User will be entitled to receive a credit equal to 30% of the monthly fee for the current Paid Plan.

The maximum service credit for any given month shall not exceed 100% of the monthly fee for User’s current plan. In addition to the monthly cap on service credits, the total amount of service credits shall not exceed 200% of User’s monthly fees for the applicable plan within any rolling 12-month period. Once this super cap is reached, no further service credits shall be issued until the rolling 12-month period resets. Service credits are non-transferable, non-refundable, and cannot be exchanged for cash or any other form of monetary compensation. In the event of termination of the Agreement for any reason, any unused service credits shall be forfeited and will not be available for use, refund, or any other form of compensation.

1.4 Incident Reporting and Credit Request Process

(a) Incident Reporting. To report an Incident, the User must submit an Incident Report to GoRules at [email protected] within 7 days of the date the Incident occurred or, if later, the date the User discovered or reasonably should have discovered the Incident. The Incident Report must include: (i) the date and time the Incident occurred or was discovered; (ii) a description of the affected functionality; and (iii) where available, supporting evidence of the Incident (such as logs, screenshots, or error messages).

GoRules will acknowledge receipt of the Incident Report within two (2) business days and will use commercially reasonable efforts to investigate and resolve the reported Incident within the Response and Resolution times set out in Section 1.2.

(b) Service Credit Request. If GoRules fails to meet the applicable Response Time set out in Section 1.2, the User may request a service credit in accordance with Section 1.3. The User must submit a written request for the service credit to [email protected] within 7 days of the date on which the applicable Response Time was exceeded, referencing the original Incident Report.

(c) Review and Application of Credit. GoRules will review the service credit request and confirm its validity within 7 business days of receipt. If the request is valid, GoRules will apply the credit to the User's account for the subsequent billing cycle. If the request is denied, GoRules will provide the User with a written explanation of the basis for the denial.

(d) Failure to Meet Deadlines. Any Incident Report or service credit request submitted outside the timeframes set out in this Section 1.4 shall be deemed waived, and GoRules shall have no obligation to investigate the Incident or issue any service credit in connection therewith.

1.5 Exceptions

GoRules shall not be obliged to respond to the Incident Report and remedy the Incident in the following cases:

1) if the Incident has occurred as a result of the User’s use of the Self-Hosted Product and Service contrary to the Agreement between the parties or any instructions provided by GoRules;

2) if the User had prevented or interfered with the provision of the Response by GoRules;

3) if the Incident has been caused by the unauthorized modifications of Self-Hosted Product or other Software, including the modifications by use of third-party software;

4) if the Incident occurred as a result of a security breach of the User’s device;

5) if the Incident has occurred as a result of a force majeure event;

6) if the User fails to pay due fees until such fees are paid in full.

GoRules cannot access User Data on Self-hosted Products, unless required by Client for support reasons, in accordance with the Agreement and with Client's explicit permission. Any such access is only possible if the Client provides all data and information requested by GoRules for that purpose. Accordingly, GoRules' obligations under this Self-Hosted Product SLA, including the Response and Resolution times set out above, do not apply, and GoRules shall not be held liable or obliged to issue any service credit, to the extent that GoRules' ability to investigate or resolve an Incident is limited by the Client's failure to provide such data, or information.

2. Managed Cloud SLA

This Service Level Agreement applies to all Enterprise Users who access and use the Managed Cloud Product based on the Paid Plan, unless amended by the Order Form.

2.1 Service Level Commitment - BRMS

GoRules commits to a monthly uptime of 99.9% for the BRMS for Enterprise Plan Users on Managed Cloud. Uptime is calculated on a monthly basis as follows:

Uptime % = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100

For the purposes of this Section, "Downtime" means the total accumulated minutes in a calendar month during which the BRMS is unavailable, excluding Scheduled Maintenance, Excluded Events (as defined in Section 2.3 of this SLA), and any period during which unavailability is attributable to the User.

Pro Plan and Business Plan (Managed Cloud) Users are not entitled to a contractual uptime commitment unless otherwise agreed in writing with GoRules.

2.2 Excluded Events

The following shall be excluded from the calculation of Downtime and shall not constitute an Incident under this Agreement:

1) Scheduled Maintenance, as notified by GoRules in advance in accordance with Section 2.3 of this SLA;

2) factors beyond GoRules's reasonable control, including but not limited to force majeure events, internet outages, DNS failures, or third-party service failures not caused by GoRules;

3) User's failure to follow GoRules's configuration or integration documentation;

4) unavailability caused by User Content, User-initiated actions, or third-party software or services integrated by the User;

5) unavailability of AI Features or Runtime APIs. For the purpose of this SLA "Runtime APIs" means the application programming interface endpoints beginning with the paths /api/rules and /api/mcp, used to evaluate rules, list rules, or interact with the Product via the Model Context Protocol server, as made available by GoRules as part of the Product.

6) unavailability during any period in which User's account is suspended due to non-payment or breach of the Agreement.

2.3 Scheduled Maintenance

GoRules will use commercially reasonable efforts to provide Users with at least forty-eight (48) hours' advance notice of Scheduled Maintenance that is reasonably expected to cause Downtime. Scheduled Maintenance will, where practicable, be conducted outside of peak business hours in the User's region. Emergency maintenance required to address a critical security vulnerability or system integrity issue may be performed without advance notice, provided that GoRules notifies affected Users as soon as reasonably practicable thereafter.

2.4 Service Credits - BRMS Uptime (Enterprise Users Only)

If GoRules fails to meet the 99.9% monthly uptime commitment for the BRMS under Section 2.1 of this SLA, eligible Enterprise Users may request service credits as follows:

Monthly uptime achieved	Service credit
99.0% – 99.89%	10% of monthly Managed Cloud fee
95.0% – 98.99%	20% of monthly Managed Cloud fee
Below 95.0%	30% of monthly Managed Cloud fee

Service credits: (i) are the User's sole and exclusive remedy for any failure by GoRules to meet the uptime commitment; (ii) apply only to the BRMS component and not to AI Features or Runtime APIs; (iii) must be claimed by the User in writing within seven (7) calendar days of the end of the affected calendar month; (iv) will be applied to the User's next billing cycle and may not be exchanged for cash or any other form of compensation; (v) are subject to a monthly cap of 30% of the User's monthly Managed Cloud fee; and (vi) are forfeited upon termination of the Agreement for any reason.

2.5 Downtime Reporting

While GoRules monitors the availability of the BRMS on an ongoing basis, Users must submit a formal Downtime Report as a condition to claiming any service credit under this SLA, in accordance with this Section 2.5.

To report a period of Downtime relating to the Managed Cloud, Users must submit a Downtime Report to GoRules at [email protected] within seven (7) calendar days of the date the Downtime occurred or, if later, the date the User discovered or reasonably should have discovered the Downtime. The Downtime Report must include the dates, times, affected functionality, and, where available, supporting evidence of the Downtime. GoRules will acknowledge Downtime Reports within two (2) business days and will use commercially reasonable efforts to investigate and confirm reported Downtime periods in a timely manner.

2.6 Service Credit Claims

Because service credits are calculated on a monthly basis under Section 2.4, Users submit Downtime Reports throughout the month as Downtime occurs, and then submit a single Service Credit Claim after the calendar month has ended, once the total monthly uptime for that month is known.

Only Downtime that has been the subject of a timely Downtime Report under Section 2.5 may be taken into account in calculating the monthly uptime percentage under Section 2.1. GoRules shall have no obligation to issue any service credit for any period of Downtime that was not the subject of a timely Downtime Report.

To claim a service credit, the User must submit a written Service Credit Claim to GoRules at [email protected] within seven (7) calendar days of the end of the affected calendar month, referencing the Downtime Reports submitted during that month. This seven (7) calendar day period runs from the end of the calendar month in all cases and is not extended by the date on which any underlying Downtime Report was submitted.