Master Subscription Agreement
Good Authority, Inc. (d/b/a Ren) · Version 2.0 · Effective August 7, 2026
This Master Subscription Agreement (the "Agreement") is entered into as of the Effective Date set forth on the applicable Order Form, by and between Good Authority, Inc., a Delaware corporation, doing business as Ren, with a place of business at 1536 N Coast Hwy 101 Ste 102, Encinitas, CA 92024 ("Ren," "we," "us," or "our"), and the customer identified on that Order Form ("Customer," "you," or "your"). Ren and Customer may be referred to individually as a "Party" and collectively as the "Parties." In the event of any inconsistency between this Agreement and an Order Form, the Order Form controls as to commercial terms.
Recitals
- WHEREAS,Ren provides an AI-powered coaching platform designed to help managers provide better coaching to their teams through conversation-first interactions;
- WHEREAS,Customer desires to subscribe to and use the Ren platform for its internal business purposes; and
- WHEREAS,The Parties wish to set forth the terms and conditions under which Customer will access and use the Services.
NOW, THEREFORE, in consideration of the mutual covenants and agreements contained herein, and for other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, the Parties agree as follows:
1. Definitions
1.1 “Authorized Users” means Customer's employees, contractors, and agents who are authorized to access and use the Services under Customer's account.
1.2 “Confidential Information” means any information disclosed by one Party to the other Party, either directly or indirectly, in writing, orally, or by inspection of tangible objects, that is designated as "Confidential," "Proprietary," or some similar designation, or that reasonably should be understood to be confidential given the nature of the information and circumstances of disclosure.
1.3 “Customer Data” means all data, information, and content submitted, uploaded, or created by Customer or Authorized Users through the Services, including coaching conversations, performance artifacts, and user-generated content.
1.4 “Documentation” means Ren's user manuals, guides, specifications, and other documentation relating to the Services, as updated from time to time.
1.5 “Order Form” means an ordering document or online order specifying the Services to be provided hereunder, including pricing, subscription period, and the number of people or Authorized Users covered, which is entered into between Customer and Ren and incorporates this Agreement by reference. A Ren quote that has been signed or otherwise accepted by Customer is an Order Form.
1.6 “Services” means the Ren AI coaching platform and related services provided by Ren to Customer pursuant to this Agreement and any applicable Order Form, including access to the software-as-a-service platform, AI coaching tools, and related support services.
1.7 “Subscription Term” means the period during which Customer has purchased access to the Services, as specified in the applicable Order Form.
2. Services and Support
2.1 Provision of Services. Subject to the terms and conditions of this Agreement, Ren will provide Customer with access to the Services during the Subscription Term. Ren will use commercially reasonable efforts to make the Services available 24/7/365, except for: (a) planned downtime for maintenance, which Ren will schedule to the extent practicable during off-peak hours; and (b) any unavailability caused by circumstances beyond Ren's reasonable control.
2.2 Service Levels. Ren will use commercially reasonable efforts to maintain an uptime availability of 99.5% measured on a monthly basis, excluding scheduled maintenance and circumstances beyond Ren's reasonable control. Service level and support commitments are set out in Exhibit C (Support and Service Levels), which is incorporated into this Agreement.
2.3 Updates and Modifications. Ren reserves the right to update, modify, and enhance the Services from time to time in its sole discretion. Ren will provide advance notice of any updates that materially reduce the functionality of the Services.
2.4 Support Services. Ren will provide Customer with standard technical support via email during normal business hours (9:00 AM to 5:00 PM Pacific Time, Monday through Friday, excluding holidays), as further described in Exhibit C. Enhanced support may be available as specified in the applicable Order Form.
2.5 Third-Party Services. The Services may integrate with or contain links to third-party services, applications, or websites. Ren is not responsible for and does not endorse such third-party services. Customer's use of third-party services is subject to the terms and conditions of those services.
3. License Grant and Restrictions
3.1 License Grant. Subject to the terms and conditions of this Agreement, Ren hereby grants Customer a non-exclusive, non-transferable, non-sublicensable, limited license during the Subscription Term to: (a) access and use the Services solely for Customer's internal business purposes; and (b) permit Authorized Users to access and use the Services in accordance with this Agreement.
3.2 License Restrictions. Customer shall not, and shall not permit any Authorized User or third party to: (a) copy, modify, or create derivative works of the Services; (b) reverse engineer, disassemble, decompile, decode, or otherwise attempt to derive or gain access to the source code of the Services; (c) rent, lease, lend, sell, sublicense, assign, distribute, publish, transfer, or otherwise make available the Services to any third party; (d) remove, delete, alter, or obscure any trademarks or proprietary rights notices; (e) use the Services for any purpose other than as expressly permitted by this Agreement; (f) use the Services in any manner that violates applicable laws or regulations; or (g) use the Services to store or transmit infringing, libelous, or otherwise unlawful or tortious material, or to store or transmit material in violation of third-party privacy rights.
3.3 Authorized Users. Customer is responsible for: (a) all Authorized Users' compliance with this Agreement; (b) maintaining the confidentiality of all user IDs, passwords, and other credentials; and (c) all activities that occur under Customer's account. Customer will promptly notify Ren of any unauthorized use of the Services or any other breach of security.
3.4 Usage Limits. Customer's use of the Services is limited to the plan, headcount band, or number of Authorized Users specified in the applicable Order Form. Customer may increase that limit by purchasing an upgraded plan or additional subscriptions in accordance with Ren's then-current pricing.
4. Customer Data and Privacy
4.1 Customer Data Ownership. As between Ren and Customer, Customer retains all right, title, and interest in and to the Customer Data. Customer hereby grants Ren a non-exclusive, worldwide, royalty-free license to use, copy, store, transmit, display, and process Customer Data solely to the extent necessary to provide the Services and fulfill Ren's obligations under this Agreement.
4.2 Customer Responsibilities. Customer represents and warrants that: (a) it has obtained all necessary rights, consents, and permissions to provide Customer Data to Ren and to grant the rights granted herein; (b) the Customer Data does not and will not violate any applicable laws, regulations, or third-party rights; and (c) the Customer Data does not and will not contain any viruses, malware, or other harmful code. Customer is solely responsible for the accuracy, quality, and legality of Customer Data.
4.3 Data Security. Ren will implement and maintain the administrative, physical, and technical safeguards described in Exhibit A (Security Measures), which is incorporated into this Agreement. Such safeguards are designed to protect the security, confidentiality, and integrity of Customer Data and to prevent unauthorized access, use, modification, deletion, and disclosure.
4.4 Data Privacy. Ren's collection, use, and processing of personal information in connection with the Services is governed by Ren's Privacy Policy, available at https://tryren.com/privacy, which is incorporated into this Agreement by reference. To the extent Ren processes personal data on Customer's behalf, that processing is governed by the Data Processing Addendum attached as Exhibit B, which is incorporated into this Agreement and requires no separate signature.
4.5 Data Deletion. Upon termination or expiration of this Agreement, Ren will return or delete all Customer Data in accordance with Exhibit B, unless legally prohibited from doing so. Customer may request the return of Customer Data within thirty (30) days of termination by providing written notice to Ren.
4.6 Aggregated Data. Notwithstanding anything to the contrary, Ren may collect, use, and disclose aggregated, anonymized, and de-identified data derived from Customer's use of the Services for Ren's business purposes, including to improve and enhance the Services, provided that such data does not identify Customer or any individual.
5. Fees and Payment
5.1 Subscription Fees. Customer agrees to pay Ren the subscription fees specified in the applicable Order Form ("Fees"). Unless otherwise specified in the Order Form, Fees are due annually in advance.
5.2 Payment Terms. Ren will invoice Customer for Fees in accordance with the payment schedule set forth in the Order Form. All invoices are due and payable within thirty (30) days of the invoice date. Customer will provide Ren with complete and accurate billing information, including legal business name, address, and contact information.
5.3 Late Payments. If Customer fails to make any payment when due, without limiting Ren's other rights and remedies: (a) Ren may charge interest on the past due amount at the rate of 1.5% per month or the highest rate permitted by law, whichever is lower; and (b) Customer will reimburse Ren for all reasonable costs incurred by Ren in collecting any late payments, including attorneys' fees and court costs.
5.4 Suspension for Non-Payment. If any amount owed by Customer under this Agreement is thirty (30) or more days overdue, Ren may, without limiting its other rights and remedies, suspend Customer's access to the Services until such amounts are paid in full.
5.5 Taxes. All Fees are exclusive of all sales, use, value-added, and other taxes, duties, and governmental charges (collectively, "Taxes"), except for taxes based on Ren's net income. Customer is responsible for paying all applicable Taxes. If Ren is required to pay or collect Taxes for which Customer is responsible, Customer will reimburse Ren for such amounts.
5.6 Fee Increases. Ren reserves the right to increase Fees upon renewal of the Subscription Term by providing at least sixty (60) days' prior written notice to Customer.
6. Term and Termination
6.1 Term. This Agreement commences on the Effective Date and continues until all Subscription Terms have expired or been terminated, unless earlier terminated in accordance with this Section 6.
6.2 Subscription Term. The initial Subscription Term will be as specified in the Order Form. Unless either Party provides written notice of non-renewal at least thirty (30) days prior to the end of the then-current Subscription Term, the Subscription Term will automatically renew for additional periods equal to the length of the initial Subscription Term.
6.3 Termination for Cause. Either Party may terminate this Agreement for cause: (a) upon thirty (30) days' written notice to the other Party of a material breach if such breach remains uncured at the expiration of such notice period; or (b) immediately if the other Party becomes the subject of a petition in bankruptcy or any other proceeding relating to insolvency, receivership, liquidation, or assignment for the benefit of creditors.
6.4 Termination for Convenience. Customer may terminate this Agreement for convenience upon sixty (60) days' prior written notice to Ren. In the event of such termination, Customer will remain obligated to pay all Fees due for the remainder of the then-current Subscription Term.
6.5 Effect of Termination. Upon termination or expiration of this Agreement: (a) Customer's right to access and use the Services will immediately cease; (b) Customer will pay all Fees and other amounts due and owing through the effective date of termination; (c) each Party will promptly return or destroy all Confidential Information of the other Party; and (d) Ren will delete Customer Data in accordance with Section 4.5 and Exhibit B.
6.6 Survival. The following sections will survive any termination or expiration of this Agreement: Sections 3.2 (License Restrictions), 4.1 (Customer Data Ownership), 4.6 (Aggregated Data), 5 (Fees and Payment), 6.5 (Effect of Termination), 6.6 (Survival), 7 (Confidentiality), 8 (Intellectual Property Rights), 9 (Warranties and Disclaimers), 10 (Limitation of Liability), 11 (Indemnification), and 12 (General Provisions).
7. Confidentiality
7.1 Confidential Information. Each Party agrees that all Confidential Information of the other Party will remain the property of the disclosing Party. The receiving Party will: (a) protect and safeguard the confidentiality of the disclosing Party's Confidential Information with at least the same degree of care that the receiving Party would use to protect its own Confidential Information, but in no event with less than a reasonable degree of care; (b) not use the disclosing Party's Confidential Information except as necessary to exercise its rights or perform its obligations under this Agreement; and (c) not disclose the disclosing Party's Confidential Information to any third party except as permitted by this Agreement.
7.2 Exclusions. The obligations set forth in Section 7.1 will not apply to any information that: (a) is or becomes publicly available through no breach of this Agreement by the receiving Party; (b) was rightfully known by the receiving Party prior to disclosure by the disclosing Party without restriction on use or disclosure; (c) is rightfully received by the receiving Party from a third party without restriction on use or disclosure; or (d) is independently developed by the receiving Party without use of or reference to the disclosing Party's Confidential Information.
7.3 Required Disclosure. If the receiving Party is required by law, regulation, or court order to disclose any Confidential Information, it will provide the disclosing Party with prompt written notice of such requirement and reasonably cooperate with the disclosing Party's efforts to seek a protective order or other appropriate remedy.
8. Intellectual Property Rights
8.1 Ren Intellectual Property. Ren retains all right, title, and interest in and to the Services, Documentation, and all related intellectual property rights. Customer acknowledges that it is obtaining only a limited license to use the Services and that irrespective of any use of the words "purchase," "sale," or like terms, no ownership rights are being conveyed to Customer under this Agreement.
8.2 Feedback. If Customer or any Authorized User provides Ren with any feedback, suggestions, or recommendations regarding the Services ("Feedback"), Ren may use such Feedback without restriction and without obligation to Customer. Customer hereby grants Ren a worldwide, perpetual, irrevocable, royalty-free license to use and incorporate into the Services any Feedback.
8.3 Trademarks. Neither Party may use the other Party's trademarks, service marks, trade names, logos, domain names, or other distinctive brand features without the prior written consent of the other Party.
9. Warranties and Disclaimers
9.1 Ren Warranties. Ren warrants that: (a) it has the legal right and authority to enter into this Agreement; (b) the Services will perform materially in accordance with the Documentation; and (c) it will provide the Services in a professional and workmanlike manner in accordance with industry standards.
9.2 Customer Warranties. Customer warrants that: (a) it has the legal right and authority to enter into this Agreement; (b) it will use the Services only in compliance with this Agreement and all applicable laws and regulations; and (c) it has obtained all necessary rights and consents to provide Customer Data to Ren.
9.3 Disclaimer. EXCEPT AS EXPRESSLY PROVIDED IN THIS SECTION 9, THE SERVICES AND ALL RELATED COMPONENTS AND INFORMATION ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT ANY WARRANTIES OF ANY KIND, AND REN EXPRESSLY DISCLAIMS ANY AND ALL WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. CUSTOMER ACKNOWLEDGES THAT REN DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE.
9.4 AI Technology Disclaimer. Customer acknowledges that the Services incorporate artificial intelligence and machine learning technologies. While Ren strives to provide accurate and helpful coaching assistance, AI-generated content may not always be accurate, complete, or appropriate for every situation. Customer is solely responsible for reviewing and evaluating all AI-generated content before use. Ren does not guarantee specific outcomes or results from use of the Services.
10. Limitation of Liability
10.1 Consequential Damages Waiver. IN NO EVENT WILL EITHER PARTY BE LIABLE TO THE OTHER PARTY OR TO ANY THIRD PARTY FOR ANY LOSS OF USE, REVENUE, OR PROFIT, OR FOR ANY CONSEQUENTIAL, INCIDENTAL, INDIRECT, EXEMPLARY, SPECIAL, OR PUNITIVE DAMAGES, WHETHER ARISING OUT OF BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE), OR OTHERWISE, REGARDLESS OF WHETHER SUCH DAMAGE WAS FORESEEABLE AND WHETHER OR NOT SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
10.2 Limitation of Aggregate Liability. IN NO EVENT WILL REN'S AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT, WHETHER ARISING OUT OF OR RELATED TO BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE), OR OTHERWISE, EXCEED THE TOTAL AMOUNTS PAID BY CUSTOMER TO REN IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM.
10.3 Exceptions. The limitations set forth in this Section 10 will not apply to: (a) breaches of Section 3.2 (License Restrictions); (b) either Party's indemnification obligations under Section 11; or (c) Customer's payment obligations under Section 5.
11. Indemnification
11.1 Ren Indemnification. Ren will defend Customer against any claim, demand, suit, or proceeding made or brought against Customer by a third party alleging that the Services infringe or misappropriate such third party's intellectual property rights (a "Claim Against Customer"), and will indemnify Customer from any damages, attorney fees, and costs finally awarded against Customer as a result of, or for amounts paid by Customer under a settlement approved by Ren in writing of, a Claim Against Customer.
11.2 Customer Indemnification. Customer will defend Ren against any claim, demand, suit, or proceeding made or brought against Ren by a third party arising out of or relating to: (a) Customer Data; (b) Customer's use of the Services in violation of this Agreement; or (c) Customer's violation of applicable laws or regulations (each, a "Claim Against Ren"), and will indemnify Ren from any damages, attorney fees, and costs finally awarded against Ren as a result of, or for amounts paid by Ren under a settlement approved by Customer in writing of, a Claim Against Ren.
11.3 Indemnification Procedure. The indemnified Party must: (a) promptly give written notice of the Claim to the indemnifying Party; (b) give the indemnifying Party sole control of the defense and settlement of the Claim, provided that the indemnifying Party may not settle any Claim unless it unconditionally releases the indemnified Party of all liability; and (c) provide reasonable assistance to the indemnifying Party at the indemnifying Party's cost and expense.
11.4 Exclusive Remedy. This Section 11 states the indemnifying Party's sole liability to, and the indemnified Party's exclusive remedy against, the other Party for any type of claim described in this Section 11.
12. General Provisions
12.1 Governing Law and Venue. This Agreement will be governed by the laws of the State of California without regard to its conflicts of laws principles. The Parties consent to the exclusive jurisdiction and venue of the state and federal courts located in San Diego County, California.
12.2 Assignment. Neither Party may assign or transfer this Agreement, in whole or in part, without the prior written consent of the other Party, except that either Party may assign this Agreement without consent to a successor in interest in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets. Any attempted assignment in violation of this Section 12.2 will be null and void.
12.3 Force Majeure. Neither Party will be liable for any failure or delay in performance under this Agreement (other than payment obligations) due to causes beyond its reasonable control, including acts of God, natural disasters, terrorism, riots, war, epidemics, pandemics, or governmental action.
12.4 Notices. All notices under this Agreement will be in writing and deemed to have been duly given when received, if personally delivered or sent by certified or registered mail, return receipt requested; when receipt is electronically confirmed, if transmitted by email; or the day after it is sent, if sent for next day delivery by recognized overnight delivery service. Notices to Ren should be sent to sales@tryren.com or to 1536 N Coast Hwy 101 Ste 102, Encinitas, CA 92024.
12.5 Entire Agreement. This Agreement, together with its Exhibits and any Order Forms and incorporated documents, constitutes the entire agreement between the Parties and supersedes all prior and contemporaneous agreements, proposals, or representations, written or oral, concerning its subject matter.
12.6 Amendments. No modification, amendment, or waiver of any provision of this Agreement will be effective unless in writing and signed by authorized representatives of both Parties.
12.7 Severability. If any provision of this Agreement is held by a court of competent jurisdiction to be contrary to law, the provision will be deemed null and void, and the remaining provisions of this Agreement will remain in effect.
12.8 Waiver. No waiver of any provision of this Agreement will be deemed or will constitute a waiver of any other provision, nor will any waiver constitute a continuing waiver.
12.9 Relationship of the Parties. The Parties are independent contractors. This Agreement does not create a partnership, franchise, joint venture, agency, fiduciary, or employment relationship between the Parties.
12.10 Third-Party Beneficiaries. There are no third-party beneficiaries to this Agreement.
12.11 Counterparts. This Agreement may be executed in counterparts, each of which will be deemed an original, but all of which together will constitute one and the same instrument. Electronic signatures will be deemed original signatures for all purposes.
IN WITNESS WHEREOF, the Parties have executed this Master Subscription Agreement as of the Effective Date.
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Security Measures
Ren maintains the following administrative, physical, and technical safeguards for the duration of the Subscription Term. These measures are assessed annually as part of Ren's SOC 2 Type II examination. Ren may update individual measures provided the overall level of protection is not materially reduced.
A.1 Hosting and data residency. The Services run on Amazon Web Services in a single United States region on Amazon EKS across multiple availability zones. Customer Data is not transferred outside the United States in the ordinary course of providing the Services.
A.2 Encryption. All data is encrypted in transit using TLS 1.2 or higher and at rest using AES-256. Key management is backed by AWS Key Management Service with automatic rotation.
A.3 Authentication and access control. Single sign-on via SAML is supported for Okta, Microsoft Entra ID, and Google Workspace. Internal access to production systems is governed by AWS IAM under documented least-privilege scopes, requires multi-factor authentication, and is reviewed periodically.
A.4 Secrets management. Application secrets and credentials are stored in AWS Secrets Manager, are KMS-backed, and are rotated on a defined schedule. Secrets are never committed to source control.
A.5 Personal data minimization before AI processing. Personally identifiable information is masked by Guardrails AI before any content is submitted to a large language model provider.
A.6 Large language model providers. Anthropic (primary) and OpenAI (backup) are contracted under zero-retention, no-training terms. Both act as sub-processors and are bound by flow-down obligations under Exhibit B.
A.7 The privacy boundary. Ren processes only conversations it has been explicitly added to: channels and multi-party group messages where it was invited, plus a user's own direct conversation with Ren. Ren has no access to direct messages between two people; this is enforced by the permission scopes granted by Slack and Microsoft Teams, not by policy alone. Channel content is buffered inside Ren's VPC for no more than 72 hours and is auto-purged on consumption.
A.8 Product commitments. Ren does not perform sentiment scoring of individuals, productivity surveillance, or ranking of individuals against one another. An individual's coaching conversation with Ren is not surfaced to that person's manager or to leadership. Only aggregate outcomes and adoption data roll up to organizational views.
A.9 Independent assessment and testing. Ren maintains a SOC 2 Type II attestation covering the Security trust services criteria. The service auditor's report and the most recent third-party penetration test summary are available to Customer under NDA on request. Penetration testing is performed annually.
A.10 Vulnerability disclosure. Ren operates a published vulnerability disclosure policy with a 90-day coordinated disclosure window, available at https://tryren.com/security/vulnerability-disclosure.
Data Processing Addendum
This Data Processing Addendum forms part of the Agreement and applies to Ren's processing of personal data on Customer's behalf. It requires no separate signature. Customer is the Controller and Ren is the Processor. Where the European Commission Standard Contractual Clauses apply, they are incorporated by reference and prevail over any conflicting term in this Addendum.
B.1 Subject matter and processing scope. Ren processes customer data solely to provide the contracted service — coaching synthesis, conversation surface, organizational rollups — and only on documented instructions from the Controller. Out-of-scope processing requires prior written Controller consent.
B.2 Categories of data and data subjects. Categories: account profile data (name, email, role), workplace communications metadata (channels, timestamps, participants), coaching content created in-product, and aggregated organizational rollups. Data subjects: Customer employees and contractors using Ren.
B.3 Roles and responsibilities. The Customer is the Controller. Ren is the Processor. Ren acts only on the Controller's documented instructions. The Controller is responsible for the lawful basis of processing and for providing employee notice.
B.4 Security measures (Annex II). The technical and organizational measures set out in Exhibit A (Security Measures) constitute Annex II to the Standard Contractual Clauses and are incorporated here by reference.
B.5 Sub-processors. The current list is published at https://tryren.com/trust/sub-processors. Ren gives 30 days' prior written notice of new sub-processors that handle customer data, and Customer has a right of objection during the notice period. All sub-processors are bound by terms substantially similar to this Addendum, including SCCs for cross-border transfers.
B.6 Cross-border transfers. EU and UK personal data transfers are covered by the European Commission Standard Contractual Clauses (2021/914) and the UK International Data Transfer Addendum. Swiss data is covered by the Swiss-specific module. A Transfer Impact Assessment is available on request.
B.7 LLM provider terms. Anthropic (primary) and OpenAI (backup) are contracted under zero-retention, no-training terms. Customer content is masked of PII before submission. LLM providers act as sub-processors and are bound by flow-down obligations.
B.8 Data subject rights. Ren will assist the Controller in responding to data subject access, rectification, erasure, restriction, portability, and objection requests within five business days. Customer admin tools support deletion at the user and organization level.
B.9 Personal data breaches. Ren will notify the Controller without undue delay and no later than 48 hours after becoming aware of a personal data breach affecting customer data. Notification includes nature, categories, approximate counts, contact point, and remediation steps.
B.10 Audit rights. Customer has audit rights exercisable annually with 30 days' written notice. Ren will provide its most recent SOC 2 report and penetration test summary under NDA. On-site audits are available for enterprise contracts upon written agreement of scope.
B.11 Return and deletion on termination. Within 30 days of contract termination, Ren will return or delete all customer data per Controller written instruction. Sub-processor copies are purged within 90 days. A certificate of deletion is provided on request.
B.12 Retention during contract. Default retention: coaching content is retained for the duration of the contract plus 90 days. Customer-configurable retention is available on Enterprise plans. Channel buffers are auto-purged on consumption with a 72-hour ceiling.
Support and Service Levels
This Exhibit describes the support Ren provides during the Subscription Term. Response targets are measured during Support Hours and describe time to first substantive response, not time to resolution.
C.1 Support hours and channel. Standard support is provided by email at support@tryren.com from 9:00 AM to 5:00 PM Pacific Time, Monday through Friday, excluding US public holidays ("Support Hours"). Security matters may be raised at any time at security@tryren.com.
C.2 Availability target. Ren targets 99.5% monthly uptime for the Services, excluding scheduled maintenance and circumstances beyond Ren's reasonable control, consistent with Section 2.2 of the Agreement.
C.3 Severity 1 — service unavailable. The Services are entirely unavailable, or a defect prevents substantially all Authorized Users from using the Services, with no workaround. Target first response: 4 Support Hours. Ren will work continuously during Support Hours until a fix or workaround is in place, and will provide status updates at least daily.
C.4 Severity 2 — major degradation. A core function is unavailable or materially impaired for a significant group of Authorized Users, and no reasonable workaround exists. Target first response: 1 business day.
C.5 Severity 3 — minor issue. A non-core function is impaired, or a defect exists for which a reasonable workaround is available. Target first response: 2 business days.
C.6 Severity 4 — question or request. Configuration questions, how-to requests, documentation issues, and feature requests. Target first response: 3 business days.
C.7 Security and privacy inquiries. Ren targets a response within one business day to security questionnaires, architecture review questions, and DPA or sub-processor inquiries. Live architecture review walkthroughs are available on request.
C.8 Scheduled maintenance. Ren schedules maintenance outside Support Hours where practicable. Ren will give advance notice of maintenance expected to cause material unavailability.
C.9 Enhanced support. Plans that include a service layer — such as a kickoff engagement, a dedicated support team, quarterly insight readouts, or a dedicated success team — receive those services as described in the applicable Order Form. Where an Order Form specifies support terms that differ from this Exhibit, the Order Form controls.
Support commitments in this Exhibit apply to paid subscriptions. Free plans receive commercially reasonable support without a response target.