At ClubSports365, we are committed to providing a reliable and high-performing platform for all our users, club admins, coaches, players, and supporters. This SLA outlines the service levels you can expect from our platform and support team.
We aim to provide 99.9% uptime for our web and mobile services, excluding scheduled maintenance.
| Metric | Target |
|---|---|
| Monthly Uptime Guarantee | 99.9% |
| Permissible Downtime | 44 minutes/month |
| Maintenance Notifications | 48 hours in advance |
Scheduled maintenance is usually conducted during low-traffic hours to minimise disruption.
We classify and respond to issues based on severity:
| Severity Level | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Platform down or major function unavailable | 1 hour | 4 hours |
| High | Major features degraded or affecting many users | 2 hours | 8 hours |
| Medium | Functionality limited, workaround available | 4 hours | 2 business days |
| Low | Minor issues, cosmetic bugs | 1 business day | 5 business days |
We monitor the platform 24/7. Critical issues trigger immediate alerts to our technical team.
| Channel | Availability |
|---|---|
| Email Support | 8 AM - 6 PM (Mon - Fri) |
| Emergency Support | 24/7 via escalation email |
| Helpdesk Portal | Available 24/7 |
We aim to respond to all support requests within 1 business day.
This SLA does not apply to:
Our mission is to help your club run efficiently and successfully. If you ever experience an issue or need help, we’re just a message away.