Service Level Agreement (SLA)

Last Updated: February 27, 2026

1. Service Availability

MyAthlete aims for a Service Uptime of 99.5%, excluding scheduled maintenance. Given the nature of competitive swimming, we prioritize 100% uptime during major "Gala Entry Windows."

2. Support Response Times

• Critical (System Down / Payment Failure): Response within 4 hours.
• High (Gala Entry Issues): Response within 12 hours.
• Normal (General Admin Queries): Response within 24-48 hours.

3. Maintenance Windows

Scheduled maintenance (such as deep-scans by the Self-Healing Engine) is typically performed between 01:00 and 05:00 GMT to minimize disruption to club operations.

4. Data Resilience

Utilizing Atomic Transactions, we guarantee that in the event of a system failure during a data import, no "partial data" will be saved, ensuring the database remains structurally perfect.