Last updated: 13 November 2026.
1. What this service level agreement covers#
StackRegent runs on your own server, so the availability of your websites, mail and DNS is in your hands, not ours. What we run for you is:
- the license server, which issues and checks StackRegent license keys;
- update delivery, which serves signed StackRegent releases from the license server;
- the store and client area at panel.stackregent.com, including the ticket system;
- support by ticket.
This agreement sets out the levels we aim for on those services. It forms part of the terms of service. It does not cover your servers, your network, your customers or third-party software.
2. The license server and update delivery#
We aim to keep the license server and update delivery available at all times. The live state of these services, and any incident or planned maintenance, is published at status.stackregent.com.
StackRegent is designed so that your servers do not depend on the license server minute by minute:
- The panel checks its license every 24 hours. If a check fails, it retries after one hour and then every six hours, and keeps working on its last successful check and then for a grace period.
- Websites, mail, DNS and databases never depend on the license server. They keep running during an outage, and they keep running even if a panel enters restricted mode.
- During an outage you may not be able to activate new licenses, reissue keys or download updates until the service returns. Existing installations keep running on their current release.
3. Support response targets#
We aim to send a first response to tickets within these times, counted in business hours from when the ticket is received:
| Priority | Example | First response target |
|---|---|---|
| Critical | All sites on a server down because of the panel, or the panel unusable | 4 business hours |
| High | A major feature not working, with no workaround | 8 business hours |
| Normal | A problem with a workaround, or a configuration question | 1 business day |
| Low | General questions, feature requests | 2 business days |
Business hours are Monday to Friday, excluding public holidays. These are targets, not guarantees. A first response may be a request for more information or for access. Resolution times depend on the problem and are not covered by these targets. Tickets are opened at panel.stackregent.com/client/tickets.
4. Choosing a priority#
Choose the priority that matches the impact when you open a ticket. We may change the priority if it does not match the problem described. Security vulnerability reports are handled as described on the security page, whatever priority they are sent with.
5. Planned and emergency maintenance#
We may carry out planned maintenance on the license server, update delivery, the store and client area or the ticket system. Where possible, we announce planned maintenance on the status page in advance and schedule it at quiet hours. Emergency maintenance to fix a security or stability problem may happen without notice.
6. What is not covered#
This agreement does not apply to problems caused by:
- your servers, hardware, Windows installation, network, DNS provider or hosting provider;
- third-party software and services, including components StackRegent installs for you, and the applications your customers host;
- changes to the software or its files made outside supported methods;
- releases older than those supported under the lifecycle policy, or beta releases;
- licenses that have lapsed, are suspended or have unpaid invoices;
- events outside our reasonable control, such as major internet outages, power failures or natural disasters;
- planned or emergency maintenance.
We still help with these cases by ticket where we can, without the response targets.
7. Changes and contact#
We may update this agreement; the date at the top shows the latest version. Questions about it go to support@stackregent.com.