Service Level Agreement (SLA)

Last Updated: April 2, 2026

1. Service Availability

MyAthlete aims for a Service Uptime of 99.5%, excluding scheduled maintenance. We prioritize maximum availability during high-volume event registration periods, scheduled batch billing runs, and competition entry windows.

2. Support Response Times

• Critical (System Down / Core Payment Failure): Response within 4 hours.
• High (Competition Entry / Registration Window 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 daytime club operations and training sessions.

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.