Service Level Agreement
1. Service Availability
1.1 Uptime Commitment
Gym Spotter commits to the following Monthly Uptime Percentages:
1.2 Uptime by Plan
| Plan | Monthly Uptime Target | Credit Eligibility |
|---|---|---|
| Pro | 99.5% | Yes |
| Plus | 99.9% | Yes |
| Max / Ultra | 99.9% | Yes (Enhanced) |
1.3 Uptime Calculation
Monthly Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
Downtime is measured from when Gym Spotter confirms an outage to when service is restored.
2. Exclusions
The following are not counted as Downtime for SLA purposes:
- Scheduled Maintenance: Planned maintenance windows with at least 48 hours notice
- Emergency Maintenance: Critical security patches or urgent fixes
- Third-Party Issues: Failures of third-party services, including AI providers
- Customer Causes: Issues caused by Customer's systems, code, or actions
- Force Majeure: Events beyond reasonable control (natural disasters, war, etc.)
- Abuse/Violations: Downtime due to Customer violating Terms of Service
- Beta Features: Services designated as beta, preview, or experimental
3. Service Credits
If we fail to meet the Monthly Uptime Percentage, eligible customers may receive Service Credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly subscription fee |
| 95.0% – 99.0% | 25% of monthly subscription fee |
| 90.0% – 95.0% | 50% of monthly subscription fee |
| Below 90.0% | 100% of monthly subscription fee |
3.1 Credit Request Process
- Credits must be requested within 30 days of the incident
- Submit requests to support@gymspotter.ai with incident details
- Include dates, times, and description of the outage
- Credits will be applied to future invoices (not refunded)
3.2 Credit Limitations
- Maximum credit per month: 100% of that month's subscription fee
- Credits do not apply to credit pack purchases
- Credits are not transferable or redeemable for cash
- Account must be in good standing with no overdue payments
4. Support Response Times
We commit to the following initial response times based on issue severity:
| Severity | Description | Pro | Plus | Max/Ultra |
|---|---|---|---|---|
| Critical (P1) | Service completely unavailable | 4 hours | 2 hours | 1 hour |
| High (P2) | Major feature unavailable, no workaround | 8 hours | 4 hours | 2 hours |
| Medium (P3) | Feature degraded, workaround available | 24 hours | 12 hours | 8 hours |
| Low (P4) | Minor issue, cosmetic, feature request | 72 hours | 48 hours | 24 hours |
Support Hours: Monday–Friday, 9 AM – 6 PM ET (excluding US holidays)
Ultra Plan: 24/7 support with dedicated account manager
5. Maintenance Windows
5.1 Scheduled Maintenance
- Window: Sundays 2:00 AM – 6:00 AM ET
- Notice: Minimum 48 hours via email and status page
- Frequency: Typically once per month
5.2 Emergency Maintenance
- May occur at any time for critical security or stability issues
- Notice provided as soon as reasonably possible
- Updates posted to status page in real-time
6. Status and Communication
- Status Page: status.gymspotter.ai
- Incident Updates: Posted every 30 minutes during active incidents
- Post-Incident Reports: Provided within 5 business days for Critical incidents
- Email Notifications: Subscribe to updates via the status page
7. Data Protection
7.1 Backup and Recovery
- Backup Frequency: Daily automated backups
- Retention: 30 days of backup history
- Recovery Time Objective (RTO): 4 hours
- Recovery Point Objective (RPO): 24 hours
7.2 Disaster Recovery
- Multi-region infrastructure with automatic failover
- Annual disaster recovery testing
- Documented recovery procedures
8. Limitations
Important: Service Credits are the sole and exclusive remedy for any failure to meet this SLA. This SLA does not apply to free trials, beta features, or services provided at no charge. Gym Spotter reserves the right to modify this SLA with 30 days notice.
9. Contact
Support: support@gymspotter.ai
SLA Credits: billing@gymspotter.ai
Status Page: status.gymspotter.ai